Mahendra Siva

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Identified plans and resources required to meet project goals and objectives.
• Met project deadlines without sacrificing build quality or workplace safety.

Project Managed:

Pulse Tool Development:

Lead a project to create a Pulse Tool, a software that tracks work attendance and progress,

Fusion Tracker Development:

Completely managed the development of Fusion Tracker, a system that gathers and evaluates real-time feedback and ratings from all employees.

Client ID deletion Automation:

Initiated a project for deleting the client id deletion to decrease the man power in lean reduction concept. As a project manager.

Delivery Management :

Email and Chat

Industry: Ecommerce

Responsibility

• Handling Team of 80 members and four TLs and making them to achieve their target and self- based on roles and responsibilities provided
• Feedback and Coaching to employees and direct review of TLs
• Following up with presentation for WBR and MBR with client
• Quality Audits and regular audits for every team member weekly and providing feedback and coaching
• Handling escalation, direct rapport with client and being touch point with client based activity
• Rostering for whole process and handling attrition details for complete Head Count, accountable for all active employees.
• Established report based work area with day -1 and made sure reports reaches entire community
• Evaluated employee performance and conveyed constructive feedback to improve skills
• Established team priorities, maintained schedules and monitored performance
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement

Process: Email and Semi voice

Industry: Telecom

Responsibility:

• I performed a root cause analysis to detect and fix the errors in mail handling from three angles: advisor, process, and quality.
• I coordinated with client to develop and approve standard operating procedure (SOP) for the whole process.
• Had to inform all the team leaders about project and ensure that they received necessary files and instructions.
• Escalation was 75% and post takeover i brought down escalation to 5%
• Supervised processes to eliminate weak points or bottlenecks in business operations.
• Enhanced data gathering, extraction and analysis for diverse workflows and procedures.
• Scheduled preventive and predictive maintenance actions based on failure analysis.