Free Process Delivery Lead Resume Sample [2022]

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    I am a result-oriented & experienced process delivery lead skilled in process review & improvement, business reporting, client servicing, data analysis and employee management and training. Over a career of close to 2 decades in this space, I have worked in this space for multiple firms across Australia. Have gained significant experience in leading and managing a cross functional team of multiple employees to take care of process delivery. Apart from that, have also gained expertise in updating policies and procedures across the firm. Have also become proficient in managing systems and process improvements.
    • Relationship Management • Mentoring & Coaching • Upselling • Client Servicing • Process Review • Process Improvement
    • Data Analysis • Reporting • Time Management • After Sales Inquiries • Employee Training
    Cert IV in Business Administration Customer Service ’08 | ITIL V3 Foundation Certified
      Team Leadership & Requirement Analysis
      • Planning, organizing, leading & facilitating cross-functional project teams of 130+ members while measuring performance against process requirements
      • Assisting in extracting data from different sources, transforming, & verifying data per business requirements
      • Reducing onboarding time for new teammates by coaching & mentoring them to follow project management methodology
      • Working closely with programmers & end-users to identify product & service requirements
      • Engaging with the business to update procedures & policies
      • Assisting in collecting information for 15+ internal & external audits per week
      Risk Mitigation
      • Supporting team members in Business Continuity Planning for risk mitigation in case of a disaster
      • Reporting any possible hazards at work place to OH&S register & conducting 2 hazard audits every quarter
      • Conducting regular system checks to ensure automation activities are not affected by system releases
      • Administering the internal Share Point site
      • Collecting & analyzing data to understand the current performance
      Process Optimization
      • Providing proactive & real time coaching on process improvement tools, application & approach, & performing analysis on complex processes as & when required
      • Performing SWOT & GAP analysis of business processes; highlighting areas of inefficiencies
      • Reducing negative impacts to existing processes & internal applications by facilitating meetings with business partners & documenting business requirements for application & process updates
      • Supporting other business areas to align processes with a view for overall improvement of end to end process lifecycle
      • Identifying process change recommendations & presenting key benefits to management stakeholders
      • Managing systems & process improvements from end to end workflows
      • Managing & reviewing SA activation & case transition process to identify knowledge gaps & plan continuous improvement strategies
      • Simplifying reporting process by developing numerous excel templates using excel functions and macros
      • Analyzing & documenting business operations current (As-Is) & future (To-Be) state processes
      Issue Resolution & Compliance
      • Ensuring all processes are compliant with market regulations
      • Working with Corporate legal, Risk, Compliance, to assess & fix issues found in data
      • Taking ownership of issues identified, performing root cause analysis with solutions to support business framework using best practices
      • Proactively identifying possible breaches, reporting & resolving the same within business SLAs
      • Ensuring the following:
      • All business activities are performed with high quality standards & within budgets
      • All ombudsman escalations are actioned within SLAs
      • Service Agreements are activated within agreed SLAs
      • Reviewing & implementing new procedures to adapt to new regulations
      • Creating & managing tickets for enhancement & bug fix requests from scope to implementation
      KPI Optimization & Stakeholder Management
      • Conducting regular review of sales pipeline to maintain CCB exceptions in line with business KPI’s
      • Collaborating with internal stakeholders (Meter Data) & external vendors (IBM & Concentrix) to improve exception handling
      • Regularly engaging with offshore teams to facilitate actions 7 relationships
      • Monitoring system defects & maintaining regular communications with all stakeholders
      • Supporting teams with project delivery timeframes & reporting on key milestones
      • Ensuring that the customer is at heart of all business activities
      • Working with other leads in onboarding function for any exceptions
      • Working with IBM for defect RCA & providing solution approvals
      SME (Credit Call Canter Transitioning) | Apr ’15 – Jun ’15
      • Trained 50+ WNS employees with credit process for voice & back office business operations
      • Mentored & managed voice team members & back office consultants to ensure workload is completed efficiently
      Specialist Registrations Consultant | Mar ’14 – Apr ’15
      Key Deliverables
      • Developed & maintained meaningful long term relationships with Energy Australia customers by resolving exceptions & ensuring the customer experience is maintained
      • Reviewed the end to end onboarding process lifecycle processes to find training gaps & update work instructions
      • Managed data for reporting & work load allocation & attended regular meetings with project leads for process updates
      • Identified system issues & performing root cause analysis & developed strong internal & external stakeholder relationships
      • Ensured that registration processes are effectively managed for a targeted set of offers in the pipeline
      • Resolved outstanding exceptions to completion for targeted offers & ensured Service Agreements are activated accurately
      • Acted as a role model for other team members by demonstrating excellence in customer service at all times
      • Identified customer needs & enhanced the customer experience & relationship with customers
      • Assisted in the introduction of new systems and technologies
      • Ensured that correct processes are followed with each transaction &/or customer contact
      • Provided feedback to the business regarding process improvements & found improved ways of doing the same
      • Introduced automated SMS's being sent to customers for advising access requirements
      • Introduced mail merge functionality for us to send 140's of emails at once
      Sales Assurance Consultant | Aug ’13 – Mar ’14
      Key Deliverables
      • Ensured registration process is effectively managed
      • Engaged with sales consultants & stake holders regularly to improve customer experience
      • Ensured service agreements are activated accurately & on time
      • Delivered high quality customer service by investigating & resolved no power/no gas enquiries
      • Brought effective solutions to minimize after hours’ costs & fees
      • Recognized potential glitches in customer on-boarding process & fixed them
      • Checked rejected SO’s on M-sats, contacting customers to confirm details & raised SO’s
      • Corrected ~10 duplicate premise errors per week to ensure connection initiation
      • Rectified ~35 network tariff errors per week to ensure customers get billed on correct rates
      • Updated LNSP settings on accounts to ensure SO’s get sent to correct LNSP & get billed on correct rates
      • Liaised with B2B for connections issues & meter configuration updates
      • Created & documented work instructions as well as reviewed other WIS for IBM and on-shore and offshore consultants.
      • Transitioned pending accounts to billable stage by manually configuring meter, configuration & reads in C1
      • Found solutions & workarounds to the reported red errors & transitioned cases to the next phase
      • Identified issues with the customer acquisition process & transitioned accounts to a billable stage
      Senior Level 3 New Customer Sales Consultant | Aug ’12 – Aug ’13
      Key Deliverables
      • Responsible for calling as a first point of contact for customer enquiries regarding re energisations, de energisations, change of retailers, new connections, no power, inbound campaigns & special DM campaign calls
      • Carried out cross & up selling energy products & services by investigating & resolving all customer enquiries by providing best tailor made solutions for gas and electricity customers; Achieved ~ $450,000 in sales
      • Completed call logs accurately & handled enquiries w.r.t billing, customer service, product/service, etc. to achieve team & personal targets
      • Followed up on customer after sales enquiries
      • Consistently modeled Energy Australia’s values & code of conduct
      • Liaised with
      • Business functions to continually improve current process
      • The transfers team to implement work around for exceptions
      • Ensured KPIs & SLAs are met in accordance with business requirement
      • Helped with OBS campaign work, SRT backlog, Save team backlog, Sales clean up team backlog
        Key Deliverables
        • Led a team of 4 other team leaders & 60 calling agents
        • Provided L1 support in resolving issues in SAP & logged in tickets to send it to next level support for unresolved issues
        • Contributed in training & orienting of the complete employee force on office policies, procedures and specific application including SAP and set up of LAN user name & Email account
        • Prepared documentation & training materials, coordinating technology-related training of ~10 employees
        • Created an environment for open communications, creative thinking, cohesive team effort & workplace trust
        • Managed, trained, & helped the development of team members to achieve KPIs & targets as a team
        • Acknowledged & rewarded team & team members’ accomplishments, as well as exceptional performance
        • Made performance reports for clients/stakeholders including agents performance, sales, aht, fcr, absentism, incentives, quality scores, roster adherence, no. of clients handled, etc.
        • Familiarized the team with the customer needs, techniques & tools to support task performance
        • Provided status reporting of team activities against the program plan or schedule
        • Performed quality checks & provided feedback to team members
        • Organized regular training for Move in’s/out’s, Lost in error, Won in error, Win backs
        • Managed staff requirement forecast, rosters on fortnightly basis, staff motivational activity budget allocations, regular team competitions
          • Made 607+ outbound calls (per week) to NAB credit card customers for their outstanding accounts
          • Analysed circumstances for 115+ customers/week & negotiated repayment options for catering to financial situation
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