Deepthi Mahadevaiah

• Fostered a supportive learning environment that encouraged open discussion, active participation, and ongoing growth among trainees.
• Facilitated experiential learning activities that allowed participants to apply newly-acquired skills in real-life scenarios, promoting long-term success.
• Boosted employee retention rates by designing comprehensive onboarding programs for new hires.
• Evaluated participant feedback to make data-driven decisions regarding future training program enhancements.
• Collaborated with cross-functional teams to design and implement successful company-wide training initiatives.
• Developed customized training materials tailored to clients'' specific needs, resulting in increased satisfaction and performance improvement.
• Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Developed effective training plans based on department needs and objectives.
• Analyzed team performance and identified opportunities for additional training.
• Provided coaching and mentoring to employees.
• Handling Multiple batches from new Hires to OJT.
• Rolling out Process knowledge assessments on monthly basis
• Performing internal audits to monitor health of process and sharing feedback with agents
• Analyzing process gaps and EWS closely, providing refresher training and tracking performance on same.
• Closely work with Operations to identify process gaps and areas of improvement to streamline process.

Project Handled for a hot client

• Providing inputs for automation of quality monitoring tool.
  Sharing rules based on standard operating procedure followed in process and calibrating with RPA team to code rules for automating audit process.
• Testing tool with modified data, historical data and share output with RPA team for improvising accuracy of tool performance.
  Achievements
• “Accountable and Empowered” received for handling batches, sharing reports, and ensuring batch handled moves to BAU as per OJT schedules.
• “3 Spot Awards” received for handling automation process for hot client.
• Result Focused Award received for working with US team for training of Adjudication process.

• Identifying process gaps and providing process improvement ideas.
• Streamline process gaps/ improvements by coordinating with US team.
• Identifying and flagging Early Warning System in process.
  Providing and Presenting analysis and reports on weekly and monthly basis via graphical representation.
• Conducting calibration with Operations team.
  Conducting Root Cause Analysis of errors observed and providing solution for identified cause.
• Conducting special audits based on client requirements.
  Lean project on top error contributor for process, solution resulting in error reduction of approximately 20% of overall errors.
  Project handled-Automation Process for hot client
• Providing inputs for automation of quality monitoring tool.
  Sharing rules based on standard operating procedure followed in process and calibrating with RPA team to code rules for automating audit process.
  Testing tool with modified data, historical data and share output with RPA team for improvising accuracy of tool performance.
  Achievements
• “Raising Star Award” for delivering excellence in probation period.
• 2 “Spot Award” received for recognizing and flagging EWS and Process improvement ideas critical for Business.
  “Accountable and Empowered” received for handling automation process with regular BAU activities.
• “Alchemist Award” received for handling automation process for UHG Client and delivering outcome as per requirement.

• Ensuring that reference checks are completed for final candidate as per requirement.
• Assisting team to achieve the set target, motivating the team to meet set targets in terms of production and quality, tracking the performance of the team, updating the team on new implemented process.
• Providing updates on process to the team on day-to-day basis.
  Conducting team huddles everyday and discussing the performance of the team.
• Providing feedback to the team on errors received and coaching them.
• Conducting training sessions on refreshers, process updates to bridge process gap.
• Preparing reports and work on the areas of improvement.
  Coordinate with the team to complete the given task.
  Creating training plan for the bottom quartile performers to reach the set expectations.

Achievements

• “Accountable and Empowered” for responsibility taken in handling the new team
• “’Best Floater Award” for effective role in reassignment of work, helping team to meet the set target