Sowhmiyaa S

• Direct and mentor a high-performing team of 30+ L2 / L3 associates and Process Leads, cultivating operational excellence through data-driven coaching, performance optimization, and strategic development initiatives

• Lead comprehensive Global scorecard management spanning 7 international sites, successfully orchestrating end-to-end metrics publication while consistently meeting business objectives

• Architected and implemented automated performance tracking system, enhancing real-time visibility of key metrics while significantly reducing manual effort

• Designed and executed enterprise-wide support infrastructure transformation across 6 critical Alexa+ programs, standardizing operations at network level

• Engineered integrated knowledge management ecosystem, implementing standardized query protocols and robust data security frameworks

• Orchestrated strategic multi-site expansion initiatives, establishing dedicated POC network and ensuring seamless operational integration

• Demonstrated exceptional leadership in cross-functional project management, driving global collaboration and operational efficiency through streamlined performance tracking

• Spearheaded organizational Corrective Action Guidelines (CAG) Framework implementation, establishing multi-tier classification system and escalation protocols

• Drive continuous process improvement through strategic collaboration with program/tooling teams, implementing enhanced operational solutions

• Led talent acquisition and development initiatives, successfully onboarding 3 Process Leads and mentoring 2 SMEs to career growth

• Manage end-to-end capacity planning, ensuring consistent delivery excellence and 100% SLA adherence

• Foster cross-site collaboration through effective stakeholder management and knowledge sharing initiatives

• Lead comprehensive SOP review and optimization processes, coordinating with technical teams to implement efficiency-driven improvements

• Handling team of 20+ L2 associates and L3 auditors
• As a manager, the role necessitates behavioral coaching, guidance, and mentorship to supervisors towards achievement of performance goals.
• Collaborated with OI, Product, Tech and BI team in order to improve process, tech and built individual dashboards for Accuracy performance at network level
• Actively participated in network-wide initiatives, process change initiatives and GEMBA walk, etc.
• POC from network in sharing the status and success of Game Day testing and assisting with any additional inputs from Accuracy
• Train coach and monitor the performance of team members, provide documented performance feedback for their overall improvement
• Actively participated in talent hiring and supported Hiring for 100+ L2 candidates
• Championing MAA and NETWORK level Accuracy WBR, MBR & QBR
• Conducted engagement activities on Weekly, Monthly and Quarterly basis for associates and Leadership (L4+)
• Effectively prioritized work time to ensure productivity and fulfilled team standards for time spent to consistently achieve service levels and efficiency.
• Ensure productivity is maximized through supervision, training, analysis and feedback of performance data on a periodic basis
• Collaborating with respective program / tech team in identifying and addressing the real time challenges

• Handling entire south On-boarding and Retention teams
• Regular training intervention to uplift the performance of the associates from the entry level to have stable performance onboard
• Responsible for team individual metrics and closely monitoring them to meet targets on daily basis
• Provided proactive leadership that mentors develops and guides teams members and share 100% feedback delivery to the team on quality
• Monitoring calls and escalation emails on weekly and monthly basis and ensure 100% feedback
• Setting up action plan for defaulters to meet performance metrics
• Responsible for monitoring and improving CSAT and FTR for the team
• Monitor core business related metrics and work closely with counter parts across other sites
• Planning daily activities based upon forecast
• Played key role on multiple projects like Dialer Strategy, Revamping Onboarding Script and Retention Tools

• Handled a team of 25+ associates
• Prepared reports for Weekly and Monthly Review for Team
• Ensure consistent delivery of SLA metrics and planning daily activities basis the forecast
• Team Huddles on daily basis to discuss any process updates, previous day performance and plan for the day
• Monitoring emails and provide feedback to associates
• Conducted refresher trainings to improve FTR and OTR for the process
• Prepared accurate reports on LOB's performance to senior managers and stake holders
• Conducted interviews for CSA's

• Company Overview: McAfee Voice Support for US Process
• Handled a team of 25 associates
• Ensure consistent delivery of client set SLA metrics - Accuracy, Timeliness & Productivity
• Participate in Client Calls and presenting the Weekly Review to the Management and Client
• Follow up with customer for feedback and customer satisfaction
• Handle queries on escalation in both Voice and Non-Voice support
• Monitoring calls and emails and provides feedback on daily basis
• Shared daily reports on network performance to stakeholders
• McAfee Voice Support for US Process

• Company Overview: McAfee Voice Support for US Process
• Team Supervisor for 30+ associates
• Monitor client set SLA metrics - Accuracy, Timeliness & Productivity
• Follow up with customer for feedback on DSAT calls and take it to resolution
• Handle queries on escalation in both Voice and Non-Voice support
• Monitoring calls and emails and provides feedback on daily basis
• Shared daily reports on network performance to stakeholders
• McAfee Voice Support for US Process