Shubha Srivastava Email & Phone Number | Personality Synopsis With over 14.4 years of Industry experience, I am Self-Driven, Customer Centric and Result Oriented professional and leader with an extensive Customer Service and Operations Experience. I am highly skilled and experienced in handling large Project and Process Teams. In previous positions I have held, I have clearly demonstrated excellent understanding of Business Operations. On more than one occasion, I have demonstrated ability to build and lead cross-functional teams, manage large international projects, utilize Lean tools/techniques, implement industry best practices, optimize value, and improve customer relations. Taken the ownership of successful launch of client tool for Dun and Bradstreet client People Management Responsibilities Handled as a team manager: Handled as a team manager • Daily work management and execution of performance reporting operations activities. • Workflow analysis and process improvements. • Providing timely updates to management and onshore counterparts • Reviewing work of senior analysts and providing them guidance • Manage Team and responsible for their development, grooming and address issues/ grievances proactively. • Make process improvements recommendations. • Conducting performance evaluations and career development discussions. • Deliver briefing sessions and Build a central support portal for people • Provides overall people-care management for direct reports, including hiring, managing operations and monitoring of annual performance plans. • Coaching to support ongoing team member and process development. Key Performance Indicators worked on: • Average handle Time • Calls Abandoned • After call work • First call/ Case Resolution • FIFO • TAT • C-SAT/ Customer Experience Customer experience managing skills • Developed strong cross-functional working relationship between the customer and the client through strong communications skills and delivering excellent results. • Provided qualitative and quantitative information to manage the ongoing performance of the Business line. • Work collaboratively with external strategic partners, as necessary, to monitor, manage and deliver CX work products. • Implemented and managed a briefing management system to maximize business opportunities. • Maintain relationships with internal users and senior management to ensure their objectives are being met.

Shubha Srivastava

Personality Synopsis With over 14.4 years of Industry experience, I am Self-Driven, Customer Centr...
Bengaluru, Bengaluru, India

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Shubha Srivastava’s Email shubha.srivastava@jpmorgan.com

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Shubha Srivastava’s Location Bengaluru, Bengaluru, India

Shubha Srivastava’s Current Industry Jp Morgan Jpmorgan Chase

Shubha Srivastava’s Prior Industry Concentrix

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Work Experience

Chase

Team Lead

Present

Jp Morgan

Team Leader Operations

2021-12-01T00:00:00.000Z - Present

Jpmorgan Chase

Team Lead

2020-12-01T00:00:00.000Z - Present

Concentrix

Production Team Lead

2005-03-01T00:00:00.000Z - 2019-08-01T00:00:00.000Z

Skills

No Skills Available

Languages

No Languages Available

FAQ About Shubha Srivastava

Shubha Srivastava is located at
Bengaluru, Bengaluru, India

Shubha Srivastava is a Personality Synopsis With over 14.4 years of Industry experience, I am Self-Driven, Customer Centric and Result Oriented professional and leader with an extensive Customer Service and Operations Experience. I am highly skilled and experienced in handling large Project and Process Teams. In previous positions I have held, I have clearly demonstrated excellent understanding of Business Operations. On more than one occasion, I have demonstrated ability to build and lead cross-functional teams, manage large international projects, utilize Lean tools/techniques, implement industry best practices, optimize value, and improve customer relations. Taken the ownership of successful launch of client tool for Dun and Bradstreet client People Management Responsibilities Handled as a team manager: Handled as a team manager • Daily work management and execution of performance reporting operations activities. • Workflow analysis and process improvements. • Providing timely updates to management and onshore counterparts • Reviewing work of senior analysts and providing them guidance • Manage Team and responsible for their development, grooming and address issues/ grievances proactively. • Make process improvements recommendations. • Conducting performance evaluations and career development discussions. • Deliver briefing sessions and Build a central support portal for people • Provides overall people-care management for direct reports, including hiring, managing operations and monitoring of annual performance plans. • Coaching to support ongoing team member and process development. Key Performance Indicators worked on: • Average handle Time • Calls Abandoned • After call work • First call/ Case Resolution • FIFO • TAT • C-SAT/ Customer Experience Customer experience managing skills • Developed strong cross-functional working relationship between the customer and the client through strong communications skills and delivering excellent results. • Provided qualitative and quantitative information to manage the ongoing performance of the Business line. • Work collaboratively with external strategic partners, as necessary, to monitor, manage and deliver CX work products. • Implemented and managed a briefing management system to maximize business opportunities. • Maintain relationships with internal users and senior management to ensure their objectives are being met.