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Grishma Ramaiya

@grishmaramaiya

Assistant Manager at Vodafone Shared Services managing a team of 17 across five critical UK processes.

At Vodafone Shared Services Pvt. Ltd. (VOIS), I manage a team of 17 advisors across five critical UK processes, supporting smooth operations, productivity and service quality.

I monitor KPIs and performance scorecards, handle escalated customer and stakeholder queries, and work with internal auditors on process updates and operational governance. I also coach and train team members and support hiring and onboarding.

I use MS Excel and pivot tables for operational reporting and analysis, and support RPA automation and process optimization initiatives. I contributed to the Bill Sampling project, identifying revenue leakage and supporting corrective actions.

Experience

Work history, roles, and key accomplishments

Assistant Manager

Vodafone Shared Services Pvt. Ltd. (VOIS)

Oct 2023 - Sep 2026 (2 years 11 months)

Lead a team of 17 advisors across five critical UK processes, ensuring smooth operations, productivity, and service quality. Monitor KPIs, handle escalations, and support process improvements.

Team Leadership KPI Monitoring Escalation Management Process Optimization Excel Pivot Tables Robotic Process Automation Automation Stakeholder Management Audit Coaching Training

Senior Executive

Vodafone Shared Services Pvt. Ltd. (VOIS)

Jul 2019 - Sep 2023 (4 years 2 months)

Handled customer queries and requests through email and back-office channels, ensuring timely and accurate resolution. Prepared and shared daily operational reports with stakeholders.

Customer Service Back Office Operations Reporting Stakeholder Management

Executive

Vodafone Shared Services Pvt. Ltd. (VOIS)

Jun 2018 - Jun 2019 (1 year)

Supported critical UK processes while maintaining quality, productivity, and service standards. Assisted with escalations and collaborated with internal teams to resolve operational issues.

Process Compliance Quality Assurance Escalation Management Collaboration

Junior Executive

Vodafone Shared Services Pvt. Ltd. (VOIS)

Sep 2015 - May 2018 (2 years 8 months)

Handled customer queries and requests through email and back-office channels, ensuring timely and accurate resolution. Supported critical UK processes while maintaining quality and productivity standards.

Customer Service Back Office Operations Quality Assurance