1. Poornima Ramachandra
Contact No.: 09482881553 ~ E-Mail: poornimainblr@gmail.com
# 5, 2nd Main 10th Cross 3rd floor, Hormuva, Bangalore 560043
PROFILE SUMMARY
 Result-oriented Professional with nearly 9 years of experience in:
 KPO Operations
 Process Enhancement
 Client Relationship Management
 Quality Management
 SLA Adherence
 Process Documentation
 Team Management
 Presently associated with HP Inc as Senior Process Lead.
 Proficient in managing & leading teams for running successful operations & experience of developing
procedures, service and standards for business excellence
 Resourcefulat maintaining relationship with clients to achieve quality service norms by resolvingtheirservice related
critical issues
 Proficient in monitoring the overall functioning of processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level
 Distinction of leading and monitoring performance of the team members for maintaining excellence in BPO
operations
 Demonstrated excellence by conducting DMAIC for process improvement opportunities.
CORE COMPETENCIES
 Mapping and analysing the client’s requirements and coordinating in developing and implementing
processes in line with pre-set the guidelines
 Involving in creating awareness for driving the projects and process improvemen t
strategy & methodology, ensuring maximum operational efficiency
 Setting out quality standards for various operational areas, ensuring a high-quality
customer experience, while adhering to the SLAs and work processes
 Assessing the customerfeedback, evaluating areas ofimprovements & providing critical
feedback to the associates on improvements and achieving highercustomer satisfaction
matrices
 Leading, training and monitoring performance of the team members for maintaining
excellence in operations
 Setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process)
targets
 Creating and fosteringa healthyenvironment which facilitates high performanceof
teammembers and accomplishments of organizational goals
WORK EXPERIENCE
Since Mar’2011 with HP Inc
Senior Process Lead.
Responsibilities:
 New Business Entry Strategy: Feasibility study of new process, Understanding the Business Model, Competitor
Products, Market Trends, Customer Profiles, Discussions with Customers and potential competitors.
 Performance Improvement Strategy: Suggesting Cost Optimization, by getting new ides within the team for Head
count efficiency.

2.  Production Planning: Managing the team members for the daily work, and adopting cross training for team members
in order to support other process in adequate time.
 Work Allocation - Shift Wise allocation, follow-up to achieve the TAT, Scheduling & staffing.
 Customer Complaint – Root Cause analysis & reverting to customer with resolution, feedback to processor on error
and area to improve.
 Quality Planning - Ensure to use 5why for any Escalation from customers, updating the team regarding the
escalation, the same escalation will be tracked in the respective Quality tool. Taking necessary Corrective action and
preventive action on all quality issues.
 Reports -Daily, weekly and monthly report to identify for process performance and team performance.
Since Sep 2006 to Oct 2010 with HP Inc
Senior Process Lead.
Responsibilities:
Job Description: Working as Back end support for tax preparers to prepare the US tax return.
 Collecting the Tax documents fromthecustomers.
 Uploading into specific tools for Tax preparers.
 Drafting thetax documents inspecifictools for Senior Associate.
 Updating the checklist for the work assigned.
 Acting senior associate.
TRAININGS
 LEAN – Green BeltTraining Completed.
 Business Commutation.
 Planning, Organizing andDelegation Skills
 Motivation Skills
 Coaching andFeedback.
ACADEMIC DETAILS
ACADEMIC QUALIFICATIONS
2004-2006 Bangalore University MFA(Master in Finance & Accounts)
2001-2004 SSMRV College B.com
PERSONAL DETAILS
Date of Birth: 6th Oct
Languages Known: English, Hindi, Tamil, Telugu and Kannada
Location Preference: Bangalore