Sheeba Lal

⦁ Led operational excellence initiatives, optimizing workflow for a team of 50+ Key Account Managers (KAMs), improving efficiency and SLA adherence.
⦁ Collaborated with analytics teams to design real-time dashboards and actionable data views for decision making.
⦁ Collaborated with team leaders, Quality and Training team to mitigate business risks related to team performance.
⦁ Implemented innovative cost-control and talent management strategies, improving client satisfaction while reducing operational overhead by 10%.
⦁ Conducted RCA on performance gaps and created solutions that directly contributed to 15% growth in team productivity.
⦁ Spearheaded multiple client cadence calls and managed escalations with seamless turnaround.

• ⦁ Designed and facilitated customized training programs for B2B sales teams, resulting in 30% faster onboarding.
  ⦁ Conducted TNA/TNI to create targeted training resources, aligned with business goals.
  ⦁ Collaborated with analytics teams to provide data visualizations and performance insights.
  ⦁ Conducted interactive sessions for teams for advertising and marketing.
  ⦁ Conducted regular quality audits and provided structured feedback to team members, including under performers, resulting in improved compliance, enhanced service consistency.
• Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.

⦁ Designed and delivered tailored curriculums for diverse audiences, resulting in effective learning experiences..
⦁ Collaborated with clients to identify specific communication needs and develop customized solutions..
⦁ Conducted ticket reviews, audits, and OJT to improve service quality and floor readiness.
⦁ Coached underperformers and provided feedback, leading to improved CSAT and overall performance.
⦁ Conducted detailed ticket review sessions with the clients to ensure adherence to quality standards and identify areas for improvement.
⦁ Evaluated participant performance through assessments, identifying areas of growth and providing constructive feedback.

⦁ Led a team of 26 associates and 6 auditors handling end-to-end clinic and hospital-side medical claims.
⦁ Developed a centralized knowledge repository and performance dashboards to drive team efficiency.
⦁ Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
⦁ Coached new team members in techniques necessary to complete job tasks..
⦁ Participated in client calls for weekly updates and alignment on service expectations.
⦁ Served on the interview panel for talent acquisition and played a key role in launching two strategic process improvement projects.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts related to car insurance.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.