Jyothsna Devi

I’m a Results-driven Operations Team Leader with over 5 years of experience managing high-performing teams in high-volume outsourcing environments. I focus on enhancing operational efficiency by 15% through strategic process improvements and KPI monitoring.

I lead and manage operations professionals to consistently meet established performance KPIs and ensure SLAs are delivered to clients within timelines. I also generate regular performance reporting for senior management, highlighting operational risks, issues, and growth opportunities.

In my service delivery work, I’ve managed end-to-end execution of two high-visibility projects while keeping teams aligned to operational metrics and KPIs without deviations. I conduct coaching sessions and team huddles to identify development areas and improve individual performance.

Earlier in my career, I maintained service delivery KPIs in customer support, adapting quickly to multiple programs in fast-paced environments. I’ve supported customer interactions using CRM tools, including Zendesk, and I’ve used dashboards and communication practices to drive engagement, performance, and continuous improvement—earning Operational Excellence awards for multiple quarters.