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Kavitha Srikanth -CV

Mrs. Kavitha Srikanth is an experienced Operations Lead with over 20 years in operations management, client relationship, and team training. She currently oversees operations for 70 centres at SIP Abacus, focusing on process efficiency, franchise management, and customer satisfaction. Her notable achievements include multiple awards for performance and leadership, along with extensive experience in MIS reporting and mentoring.

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38 views

Kavitha Srikanth -CV

Mrs. Kavitha Srikanth is an experienced Operations Lead with over 20 years in operations management, client relationship, and team training. She currently oversees operations for 70 centres at SIP Abacus, focusing on process efficiency, franchise management, and customer satisfaction. Her notable achievements include multiple awards for performance and leadership, along with extensive experience in MIS reporting and mentoring.

Uploaded by

ppckk78tb2
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Mrs.

Kavitha Srikanth
Contact: +91 9347162874 (M) E-Mail: kavithaks2006@gmail.com
OPERATIONS LEAD
 Lead – Process, Operations management Mentoring  MIS reporting Client & stake-holder relationship
Skilled in monitoring the overall functioning of processes, evaluating improvement areas & driving process improvement
strategies for ensuring maximum operational efficiency & quality in services delivered, Experience with large scale training
facility at corporate office. Actively Involved in New Business Deals, on boarding franchise, mentoring center heads, and
conducting customer satisfaction survey

PROFILE SUMMARY

B.Com. & MBA with nearly 20 plus years of comprehensive experience in the areas of:

- Operations management - Team Management/Trainings - Client Relationship


- MIS Reporting - KPI/SLA metrics - Cross functional coordination
- HO SPOC (End to End) - Billing/Collections - Software upgrade roll out
- Centre & franchise management - Mentor - Event management

 Presently associated with SIP Abacus Regional Centre (Telangana) – involving 70 centres ; spearheading the end-to-end
Process Operations entailing Royalty/billing, Collections, on-boarding new franchises, mentoring franchise leads,
stretegising business development for centre and franchises
 Conducting/Cordinadating orientation & certification programmes for all trainers across the year
 Customer service officer for Andhra Pradesh, Telagana, Tamil Nadu, Karnataka
 Software training, end to end reporting catalogue usage requirement for all centres, in all modules of the softaware (incl.
compliance)
 Proficiency in MIS reporting and presenting to the Exec management on a monthly/quarterly basis
 Tracking financial related information for franchises – including book keeping/software update/Training requirements
and other administrative information needed
 Customer Centric Leader focussed on rendering quality training services; effectively maintaining a high-quality customer
experience, while adhering to SLAs and TAT.
 Stock/Inventory management of joining kits/training material etc. Ensuring optimum usage and smooth handover
 Accurate & precise in all work related assignments and contributing to corporate goals; possess effective communication,
problem solving & analytical skills with competencies in leading and mentoring teams for running successful process
operations

NOTABLE ACCOMPLISHMENTS ACROSS THE CAREER


 Extending Customer service officer support for 4 plus states involving 70 centres
 Exhibited leadership skills in managing the Franchise Teams; guiding the team members in their career path and
maintaining a positive work environment that motivates high performance amongst team members
 Played a key role in MIS & customer relationship management
 Conducting state/regional prodigy events (PAN India wide) – involving 3000+ students.
 Leading and assisting in conducting monthly/quarterly reviews/audits
 Received various Awards & Appreciations on account of excellent performance like:
o Recipeint of “Best performer CSO award” for 6 consecutive years
o Customer Appreciations for outstanding work and promptness in customer interactions
o Various Awards & Appreciations for exhibiting flexibility and leadership competencies

WORK EXPERIENCE
Dec’2011 to Jun’11: Y Axis Solutions Pvt Ltd – Asst Team Lead
Key Result Areas:

 Ensure employee follow policies, procedures and SLA’s.


 Monitor reports to ensure team is meeting SLA’s and exceptions are reviewed/resolved in a timely manner.
 Ensure team is proactively communicating with client’s regarding the status of their process.
 Review client issues & escalation tickets and interact with client's to resolve them.
 Handling the escalations on the team and suggesting correlative solutions which are tangent with the company
policies.
General Job Responsibilities:

 Oversee daily job functions of direct reports.


 Recommend procedure updates to streamline processes and enhance cycle times.
 Delegate responsibilities based on priority and resource availability.
 Prepare and administer yearly and mid-year performance evaluations.
 Ensure employees have appropriate job goals and provide ongoing feedback about the employee's performance.
 Continually strive to increase productivity within the department.
 Mentor and train staff.

Aug’04 to Nov 06: Ivy Comptech Ltd., - Senior Associate


Key Result Areas:

 Working on a system which is completely alert based programmed.


 Working on New Users & detect fraud happening on the online gaming site.
 Handling documents & saving the documents of the player which they send through email & fax.
 Handling Inbound/Outbound calls where the player needs assistance or help.
 Handling the fraudulent & default players.
 Working on calls, updates & ensuring that all are aware of the updates in the process.
 Helping the new joiners with their process related queries on the floor.
 Detecting & closing the loop for fraud patterns & Charge Back cases.
 Mentoring associates on calls, giving them feedback on their call quality and emails.

Jun’02 to Aug’04: HSBC - HDPI, Procession Associate


Key Result Areas:

 Analyzed & repaired USD denominated Inbound & Outbound Funds Transfer Remittances.
 Transferring Funds Globally through SWIFT & CHIP UID.
 Handling various modes of Payments.
 Achieving Business Objectives set by the Host Site.
 Preparing team worksheets for volumes & MIS.
 Error Tracking & Analyzing errors.
 Maintaining Weekly MI Team Reports from Business Area.
 Proactively supported all the team members & other team on various process-related queries.
 Cascaded the Process Updates & explained the impact on relevant area logically.
Accomplishments:
 Selected as verifier for Inbound & Outbound Payments & achieved the requisite standards on the same.
 Presented with “SUPER STAR” Award for the month of Oct & Nov 2003, for best performance & quality.
 Presented the “BEST PERFORMANCE” Award for the month of Nov 2003.
 Won the 1st Prize for the “Best ONE LINER” for the Women’s Day Contest.
 Won the 2nd Prize for the Rangoli Competition organized during Shankranthi.

Jan’01- Dec’01 : Bharathi Mobile Ltd.,-Customer Care Executive

Job Responsibilites :

 Handling Inbound & Outbound calls.


 Solving Customers Queries online.
 Cross-selling other products.
 Preparing & managing daily MIS.
 Helping customers in recharging their cards & call history.

Apr’00 – Nov’00 : Centurion Bank Ltd.’ – Customer Care Executive

Job Responsibilities:

 Handling Walk-In Customers.


 Co-ordination of the processing activities in the branch.
 Handling Queries & Phone Calls.
 Enrolling New Customers.
 Working on issues related to debit card.
 Corresponding with branches & customers on card related issues.

ACADEMIC DETAILS
 Master’s Diploma in Personal Management/Industrial Relations (MDPM/IR) from Symbiosis Institute for Distance Education.
 Bachelor’s Degree in Commerce from Osmania University during the period of 1997-2000.

PERSONAL DETAILS
Date of Birth: 8th Nov 1979 | Languages: English,Hindi, Telugu, Tamil & Malayalam | Address: Plot # 299, Street # 4 Chetana
Housing Colony, Old Alwal, Secunderabad - 500010

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