Monnappa OG

• Evaluated operational metrics regularly to identify areas for improvement, and implement corrective actions accordingly.
• Implemented quality assurance initiatives to reduce operational errors, enhancing overall quality, and decreasing client-detected errors from 20 in 2024 to 6 in 2025.
• Enhanced team efficiency from 85% to 95% through various interventions, achieving a cost saving of $20,737.
• Initiated a project with the Product team to automate various steps in policy checking. By implementing an automatic system application upload step, which reduced AHT (Average Handling Time) in each task by 4 minutes.
• Successfully transitioned 8 client accounts, involving 20 FTEs and billing $69,124, from our China office to India.
• Successfully onboarded 2 clients with 10 FTEs, generating $17,281 in billing.
• In the past two years, 12 associates were promoted to analysts, 1 analyst advanced to team leader, and 1 team leader became an assistant manager, focusing on team management and career growth.

• Managed refunds and the invoice process to enhance and improve the CX journey.
• Improved RR (resolution rate) for refunds from 68% to 75%, resulting in an organizational level impact of 2%.
• Improved overall IPU (Incidents per Unit) for refunds from 3.63% to 2.74% from January 2022 to July 2022.
• Successfully implemented interventions to reduce the IPU in refunds, resulting in savings of 5.04 Cr.
• Successfully integrated the refunds journey to the ML Chat Bot.
• Created an ML decision tree for the refunds journey, which provides complete information to the team on the basis of customer comments.
• Successfully completed the project with the Product team and revamped the complete CX experience in the application to reduce the IPU in refunds, resulting in a saving of 2.60 Cr.
• Implemented a double refund recovery process with the help of a UPI payback link, where the team was able to recover 6 Cr in 5 months.
• Implemented an ML bot for archived invoices, where the system identifies the seller type and then automatically downloads the invoice from the particular seller API, resulting in improving the IPU from 2.1% to 1.7%.

• Oversee quality assurance processes to ensure compliance with industry standards.
• Develop and implement quality control systems and procedures.
• Analyze data to identify areas for improvement, and implement corrective actions.
• Collaborate with cross-functional teams to enhance product and service quality.
• Train and mentor team members on quality standards and best practices.
• Conduct regular audits and inspections to ensure continuous improvement.
• Prepare and present reports on quality performance metrics to senior management.
• Facilitate communication between departments to resolve quality issues efficiently.
• Lead initiatives to reduce operational errors and enhance customer satisfaction.
• Stay updated on industry trends and regulatory changes to maintain compliance.

• Managed social media and legal channels to enhance and improve the CX journey.
• Improved overall Q2R (Query to Resolution) time from 351 hours to 219 hours for customer escalations related to fraud and risk management.
• Improved RR (Resolution Rate) for social media channels from 44% to 50%, resulting in an organizational level impact of 0.90%.
• Integrated social media channels' performance into Power BI to monitor performance and SLAs.
• Calculated resolution score entitlements to establish performance baselines and set future targets for all OSP channels, and in-house operations.
• Created social media playbooks for the majority of escalation scenarios.
• Worked with the Product team to implement an ML bot in the Social CX tool to assess the severity of social media post escalations by analyzing interactions, views, and comments.
• Collaborated with legal teams to expedite resolutions for legal escalations submitted via consumer complaint portals.

Overseeing quality assurance processes to ensure products and services meet established standards. This position requires collaborating with teams to implement quality initiatives, conducting audits, and analyzing data to identify areas for improvement. The assistant manager supports the development of training programs, ensures compliance with regulations, and works to reduce errors, and enhance customer satisfaction.

Guided a team of quality analysts to maintain high performance and ensure adherence to quality standards. I monitored processes, provided feedback, and facilitated training sessions to enhance team skills and knowledge. By analyzing data and preparing performance reports, I identified trends and collaborated with management to implement continuous improvement strategies. My focus on customer satisfaction ensured that all interactions met company and client expectations, driving overall process optimization.

Ensures that all the tasks meet company standards and client expectations. Monitor and evaluate the interactions, provide feedback for improvement, and help maintain high-quality customer service.

Ensures that all the tasks meet company standards and client expectations. Monitor and evaluate the interactions, provide feedback for improvement, and help maintain high-quality customer service.

Managed customer calls and emails to address inquiries, concerns, and requests, and delivered accurate information to customers per product and process guidelines.