Somala Ravi

Cultivated strong relationships with site leadership, leveraging analytical insights and workforce management expertise to facilitate effective staffing plan execution.

Developed and implemented data-driven action plans for local and global stakeholders, aligning strategies with business objectives and enhancing adherence to operational plans.

Collaborated with Business Intelligence (BI) to optimize schedule coverage reporting mechanisms, supporting data-driven decision-making.

Facilitated site-wide skilling plans and managed wide flex skilling initiatives to enhance service coverage and mitigate capacity gaps.

Successfully identified and proposed AI solutions for critical WFM challenges, coordinating with AWS solution architects to align AI solutions with operational needs.

Improved operational efficiency through weekly performance assessments of sites/profiles, driving adherence to plans.

Enhanced decision-making support by delivering insights to global business operations, aligning planning processes with reality and mitigating capacity risks through short-term capacity plans.

Directed end-to-end operations for a $20M facility, managing 100+ employees across multiple shifts and optimizing workflows to reduce cycle time by 30%.

Delivered 25% year-over-year growth and 15% cost reduction through strategic business plan implementation.

Increased overall output by 40% with a 30% reduction in cycle time by streamlining workflows and implementing Lean Six Sigma practices, reducing operational waste by 20%.

Managed inventory control systems, ensuring accuracy and reducing costs by implementing effective process improvements.

Optimized resource allocation and workforce planning within a $5M annual operational budget, significantly reducing overtime costs.

Improved team development by mentoring supervisors and leads, resulting in 5 promotions, and enhanced customer experience through feedback implementation.

Led and mentored a diverse team of 25+ employees, focusing on operational excellence and talent retention, achieving a 98% team retention rate.

Spearheaded data-driven process improvements that reduced operational costs by 15% and increased team productivity by 25%.

Developed and implemented strategic workforce plans, focusing on optimal staffing during peak periods and reducing overtime costs by 20%.

Orchestrated collaboration with cross-functional teams to enhance workplace efficiency and compliance.

Consistently achieved 120% of quarterly targets via implementing and monitoring KPIs.

Led and mentored a team of 15+ customer service representatives, monitoring and improving team performance to achieve a 95% team performance rating.

Improved average handling time for customer service by 20% and reduced customer complaints by 40% through leadership of service improvement initiatives.

Implemented customer feedback mechanisms, enhancing customer satisfaction scores by 30% and overall customer experiences.

Focused on and streamlined customer service processes, enhancing efficiency and establishing better cross-functional communication.

Addressed customer questions across multiple channels (phone, email, chat), achieving a 95% customer satisfaction rate and consistently scoring over 90% in quality assessments.

Processed banking transactions, ensuring regulatory compliance, and extended banking services to retail users for greater customer retention.

Increased customer support effectiveness by assisting users with account setup and maintenance, achieving an 85% first contact resolution rate.

Exceeded quarterly sales targets by 110% through successful referrals of users to banking services.

Achieved 'Best Performing Employee' award for two consecutive quarters at Cognizant.