Sathya Priya Manoharan

• • Owned real-time monitoring of operational KPIs including service levels, queue volumes, shrinkage, and intraday performance to ensure 95%+ SLA compliance in a high-volume support environment.

• • Conducted Root Cause Analysis (RCA) on recurring performance issues, identifying operational bottlenecks and contributing to an estimated 20% reduction in SLA breaches.

• • Analyzed large operational datasets and translated insights into actionable business recommendations, improving workforce utilization and efficiency by approximately 15%.

• • Maintained and improved performance dashboards and reports, supporting daily and weekly operational decision-making.

• • Partnered with team leads and operations managers to rebalance staffing, mitigate risks, and stabilize service delivery across shifts.

• • Identified process improvement opportunities and supported continuous improvement initiatives through data-driven analysis.

• • Managed and prioritized high-volume operational requests across multiple channels while consistently meeting SLA, QA (>90%), and CSAT (>85%) targets.

• • Analyzed ticket trends and performance metrics to identify drivers impacting service quality and operational efficiency.

• • Collaborated with cross-functional stakeholders to resolve workflow bottlenecks and implement process improvements.

• • Supported onboarding and mentoring of new team members, contributing to faster ramp-up and consistent performance standards.

• • Processed and verified 60+ cases daily within strict SLA timelines, maintaining 99% data accuracy in a regulated operational environment.

• • Prioritized workloads in a fast-paced setting while ensuring adherence to quality and compliance standards.

• • Supported standardized operational processes, contributing to zero compliance breaches during tenure.