ARADHANA ARAVIND
FRISCO,TX
Summary
Results-driven professional with expertise in training program development and cross-functional leadership. Proven track record in driving initiatives that enhance customer satisfaction and streamline processes, leading to significant improvements in team performance and operational metrics.
Overview
4
4
Languages
20
20
years of professional experience
Work History
Deputy Manager – Training & Quality
ALTRUIST TECHNOLOGIES
Hyderabad, Telangana, India
01.2019 - 07.2021
- Implemented quality assurance procedures to ensure compliance with industry standards.
- Developed and delivered training programs to enhance employee skills and performance.
- Analyzed training needs assessments to tailor programs for diverse learning styles.
- Facilitated workshops focused on continuous improvement and operational efficiency.
- Identified customer-journey gaps and implemented corrective actions that reduced repeat customer interactions.
- Led quality and training initiatives to improve content, delivery, process adherence, and customer experience.
Partnered with senior management on strategic and operational Quality Assurance reviews. - Designed and delivered coaching and training based on individual, operational, and client requirements.
- Supported KPI measurement, compliance, performance reviews, and corrective-action planning.
- Worked cross-functionally with operations and client teams to implement process improvements.
- Provided operational direction for Quality & Training processes and day-to-day execution.
- Effectively managed operations by spearheading Work from home during Covid emergency.
- Participated in daily Huddles with front end advisors, continued even during WFM conditions.
- Conducted Employee Engagement activities along with HR and ensured maximum participation.
- Served as a member of the interview panel for recruiting Advisors & Team Leaders, contributing to candidate assessment and selection.
- Served as a member of the internal PROSH bench, supporting the identification, reviewing the concerns objectively and contributing to the committee findings & resolution.
Manager – Managed Services
Bharti Airtel
Greater Chennai, Tamil Nadu, India
08.2001 - 05.2014
- Led PAN-India operations across Mobility & Fixed Line Business viz Billing complaints and Waiver Adequacy, Dunning, Documentation Compliance - Mobility, Provisioning Quality and Business Communications.
- Developed strategic initiatives to optimize customer experience and retention rates.
- Implemented performance metrics to evaluate team effectiveness and drive improvements.
- Led cross-functional teams to enhance operational efficiency and service delivery.
- Mentored junior staff, fostering professional growth and enhancing team capabilities.
- Managed a partner team of 200+ supporting nationwide operations.
- Coordinated with IT, Revenue Assurance, Circle teams, and other stakeholders to resolve systemic process issues.
- Implemented controls for high-value waiver scenarios and online adjustment posting.
- Driven process corrections aimed at reducing billing complaints and repeat service requests.
- Partnered with IT to successfully automate the unbarring process.
- Introduced front-end code restrictions to reduce incorrect barring and repeat unbarring.
- Developed MIS and trend analysis to identify process improvement opportunities.
- Led a project that increased customers unbarred within 30 minutes of payment to 98%, compared with 83% for Mobility and 25% for Fixed Line before the project.
- Reduced unbarring-related complaints and repeat interactions
- Centralized prepaid and postpaid enrollment documentation.
- Coordinated with central and Circle teams to ensure timely documentation.
- Achieved 100% compliance for new prepaid customer documentation and zero non-compliance in TRAI reporting.
- Supported subsequent process automation and expansion into address-change and SIM-swap documentation.
- Managed script validation and customer communication quality across touchpoints.
- Centralized customer KCI to improve communication consistency.
- Managed VAS-related service requests and SLA adherence.
- Conducted process audits and streamlined operations by eliminating non-value-added steps.
- Handled Customer Service Delivery Operations from Aug 2001 – May 2008
- Monitored customer-contact trends and provided inputs for process improvement.
- Supported service-level performance and maintained Call Abundance below 5%.
- Active participant in establishing ROTN and Kerala call-handling operations.
- Led Customer LifeCycle Management and customer feedback/action-plan initiatives and presented Voice of Customer insights to senior management.
- Conducted performance appraisals for a team of 25.
Performed root-cause analysis and internal process audits
Education
Baccalaureate Program in Management Science - Management Science
SCS Kothari Academy For Women
Chennai, India01-1999
Skills
- Curriculum design
- Training and development
- Operational efficiency
- Training program design
- Process optimization
- Process transformation
- Operations management
- Change management
- Cross-functional leadership
- Effective leadership
- Coaching and mentoring
- Process improvement
Accomplishments
- Supervised team of 400 plus staff members.
- Achieved 99% on Time to Unbarring, by introducing Automated Solution for manual Unbarring tasks.
- New IR activation code & Closing script implemented as a result of Repeat Call analysis there by reducing IR activation related complaints.
- Ensured 100% compliance to partner metrics on Call Quality with continued calibrations within team.
- BQ Advisors were identified and aligned with mentors to increase their individual performance, thereby contributing to overall Performance metrics.
Languages
English
Hindi
Malayalam
Tamil
Timeline
Deputy Manager – Training & Quality
ALTRUIST TECHNOLOGIES
01.2019 - 07.2021
Manager – Managed Services
Bharti Airtel
08.2001 - 05.2014
Baccalaureate Program in Management Science - Management Science
SCS Kothari Academy For Women