Free Process Delivery Lead Resume Sample by Hiration [2022]

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

PROFESSIONAL EXPERIENCE

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

EDUCATION

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Free Process Delivery Lead Resume Sample [2022]

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