Jangiti Ravi Teja
Marysville,OH
Summary
Dedicated and result-oriented Team Leader with 10+ years of experience in a leadership role in technical support. Expertise in quality assurance initiatives, issue resolution, and interpersonal communication. Proficient with project management, personnel training, and production scheduling. Sets examples for work ethic, punctuality, and quality.
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
To obtain a challenging position in a growth-oriented organization that will enable me to utilize my experience and skills for organizational growth and help me reach higher echelons.
Overview
16
16
years of professional experience
Work History
Team Leader
[24]7.ai India
08.2012 - 08.2022
- Interface with the management, both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Identified opportunities for process optimization using Lean Six Sigma principles.
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Implemented changes in response to changing business needs or customer demands.
- Facilitated communication between cross-functional teams within the organization.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Maintained positive working relationship with fellow staff and management.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Implemented strategies to take advantage of new opportunities.
- Analyzed key performance indicators to identify effective strategies.
- Identify & suggest Business improvement opportunities
- Identify & drive opportunities to enhance service delivery & Customer experience
- Assessed company operations for compliance with safety standards.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Completed daily quality assurance duties to provide feedback for improvements.
- Worked closely with human resources to support employee management and organizational planning.
- Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager
- Manage and resolve escalations and issues raised by Customers and Process Specialists
- Seek regular feedback from Customers and communicate to the team
- Ensure individual & team SLAs are met on processing transactions
- Initiate and deliver on process improvement projects to improve process efficiency
- Innovate opportunities to automate & reduce manual interventions
- Discuss/ suggest the way forward, improvement areas to the Customer/process
- Drive a culture of continuous improvement within the team
- Review process audit findings and take corrective action to prevent negative results
- Interface with other departments for getting required assistance or support for the team
- Engage with other processes to understand and implement best practices
- Contribute to and participate proactively in knowledge sharing sessions for both existing and new joiners
- Provide work direction and guidance to team members
- Conduct team building activities to enhance motivation
- Groom self and team to support vertical growth
- Conduct performance appraisals for team members, provide input into the learning and career plans for team members
- Identify training needs of team members and provide coaching support to them
- Review VOC scores, provides feedback and recommend refresher training whenever necessary
- Resignations Absconder communication to Operations Manager
- Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues
- Manage attrition and absenteeism.
Quality Control Analyst
Genpact
08.2006 - 06.2012
- Developed and implemented procedures for inspecting, testing and evaluating the precision and accuracy of products or services.
- Performed root cause analysis on non-conforming materials to identify problems and corrective action plans.
- Reviewed, analyzed and documented data related to quality assurance processes.
- Monitored production processes to ensure compliance with established quality control standards.
- Conducted audits of internal systems, processes, products and services in order to assess their effectiveness.
- Collaborated with cross-functional teams to develop solutions for identified issues related to product or service quality.
- Analyzed statistical data from inspections and tests in order to recommend changes in process controls or design modifications that will improve product reliability.
- Identified areas of improvement within current operational procedures as well as recommended best practices for future operations.
- Participated in regular meetings with management team members discussing progress towards achieving company objectives related to product excellence.
- Set and achieved product quality objectives while meeting product specifications.
- Created, edited and updated project manuals and technical documentation used by entire QA team.
- Oversaw process checks to verify proper completion and correct frequency.
- Resolved non0compliant issues to improve productivity and workflows.
- Identified training opportunities to drive increased levels of quality through various projects.
- Monitored completed work and provided feedback to improve team member performance.
- Identified quality trends to investigate system flaws, process inefficiencies and training needs.
- Leveraged Six Sigma principles to identify and communicate compliance risks and quality improvement opportunities.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Participated in calibration sessions with stakeholders to promote consistent alignment on policies and processes.
Education
Master of Science - Computer And Information Systems Security
University of The Cumberlands
Williamsburg, KY05-2024
Osmania University
01.2009
Board of Intermediate Education -
St. John’s Junior College
01.2006
Board of Secondary Education -
St. Mark’s High School
01.2003
Skills
- Team building & Leadership
- Documentation and Reporting
- Mentoring
- Complaint Resolution
- Shift Scheduling
- Technical Support
- Quality Improvement
- Overtime Management
- Work Planning
- Coaching
- Team Supervision
- Analytical Thinking
- Problem-Solving
- People Management
- Evaluating Employee Work
- Goal Setting
- Work Planning and Prioritization
- Performance Improvement
- Overseeing Daily Activities
- Leadership
- Leading Team Meetings
- Giving Constructive Feedback
- Performance Evaluations
- Staff Training
- Flexible Schedule
- Key Performance Indicators
- Conflict Resolution
- Attention to Detail
- SOP Adherence
- Complex Problem-Solving
- Team Motivation
- Coaching and Mentoring
- Teamwork and Collaboration
- Complaint resolution
- Client Relations
- Attention to detail
- Training & Development
- Communication Skills
- Stake Holder Management
- Performance Management
- Attrition Management
- Data Analysis and RCA
- Trained on Time Management & Performance Management techniques
- Trained on AT&T performance acceleration tactics and coaching and feedback methods
- Attended team leader tools training’s and cleared all projects
- Good at handling customer escalations and good negotiator
- Hands on experience on MS Excel, Word and Power point
- Lean and Six Sigma Trained
- Attended internal training’s on Data security, managing standards and Compliance handling
Bench Marks Milestones
- Rewarded best debutante during the transition of the business.
- Received star award for team work and dedication.
- Was awarded best Team lead award on shrinkage and performance various times.
- Successfully reduced the floors AHT and improved CSAT scores by taking up projects.
- Successfully handled transition of a new project
Personal Information
- Date of Birth: 09/27/87
- Nationality: Indian
Accomplishments
- Got the quickest promotion as a process developer.
- TTT certified.
- Rewarded best debutante during the transition of the business.
- Received star award for team work and dedication.
- Won a lot of spot and bronze awards. Received awards for top performer and Top collector awards.
- Was awarded best Team lead award on shrinkage and performance various times.
- Successfully reduced the floors AHT and improved CSAT scores by taking up projects.
Languages
English
Full Professional
Hindi
Professional
Telugu
Professional
Timeline
Team Leader
[24]7.ai India
08.2012 - 08.2022
Quality Control Analyst
Genpact
08.2006 - 06.2012
Master of Science - Computer And Information Systems Security
University of The Cumberlands
Osmania University
Board of Intermediate Education -
St. John’s Junior College
Board of Secondary Education -
St. Mark’s High School
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