Lavanya M

Manager - Student Services

Aditya Birla Group • Full-time

Dec 2022 - Jan 2026 • 3 yrs 1 mo

Led end-to-end delivery of student support operations, managing over 130K annual interactions across B2C and 50+ B2B accounts. Owned overall project planning, execution, and delivery, ensuring alignment with business goals, SLAs, and quality standards. Applied both Agile and Waterfall methodologies to manage multiple initiatives, including platform enhancements, process improvements, and operational transformations. Drove key project management initiatives by defining timelines, tracking progress, managing dependencies, and ensuring timely delivery of outcomes. Collaborated closely with cross-functional teams including technology, operations, and stakeholders to ensure seamless execution and continuous improvement. Improved turnaround time (TAT) by 35% through process optimization, automation, and workflow redesign. Led the implementation of Salesforce CRM as a strategic project, enhancing operational efficiency, visibility, and team productivity. Introduced Jira-based tracking and escalation frameworks, reducing resolution time and improving coordination across teams. Designed and implemented NPS and CSAT measurement systems along with analytics dashboards to enable data-driven decision-making and continuous service improvement. Managed delivery governance including risk management, compliance (ISO 21001:2018), and SOP adherence to ensure consistent, high-quality service delivery. Handled stakeholder engagement and client relationship management, ensuring proactive communication, issue resolution, and long-term partnership success. Led and mentored cross-functional teams, driving performance, accountability, and alignment with delivery objectives.

Team Manager - Operations

Amazon • Full-time

Aug 2020 - Dec 2022 • 2 yrs 4 mos

Led end-to-end operations for a 25-member team supporting customer service delivery, ensuring SLA adherence, high-quality standards, and consistent performance. Managed daily operations, workload distribution, and performance tracking to meet business goals and improve efficiency. Handled project management responsibilities for key initiatives, including the launch of the North America messaging platform. Coordinated with cross-functional teams, defined timelines, tracked progress, and ensured successful execution with improved response times and reduced escalations. Drove continuous improvement initiatives using Lean, Six Sigma, and basic ML/NLP-based solutions to optimize workflows and enhance operational outcomes. Conducted data-driven performance analysis to identify gaps, trends, and opportunities, implementing corrective actions to improve accuracy and productivity. Managed stakeholder communication and client expectations, ensuring timely resolution of issues and maintaining high customer satisfaction. Oversaw delivery governance, including KPI tracking, risk management, and compliance, ensuring alignment with business objectives.

Team Leader - Operations

Teleperformance • Full-time

Aug 2015 - Jul 2020 • 4 yrs 11 mos

Progressed across multiple roles from Medical Coder to Team Coach and Team Leader, building strong expertise in operations, quality management, and team leadership within a fast-paced customer support environment. As a Medical Coder, ensured accurate coding for ED, inpatient, and surgical cases with 98% accuracy, maintaining strict compliance with ICD-10-CM, CPT, and HCC standards along with audit requirements. Transitioned into Team Coach and Team Leader roles, managing a team of 20–25 members, driving SLA adherence, quality standards, and turnaround time. Conducted performance reviews, error analysis, and structured coaching sessions to improve team productivity, accuracy, and customer satisfaction. Handled client communication and escalations, ensuring timely resolution and maintaining strong stakeholder relationships. Played a key role in process improvement initiatives, including Lean Six Sigma practices and automation opportunities, to enhance operational efficiency. Established structured review mechanisms, ensured compliance, and contributed to risk mitigation strategies, enabling consistent delivery and performance improvement across the team.