Kumudini kota
@kumudinikota
I lead quality, customer service, and operations teams to improve accuracy, workflows, and employee engagement.
IndiaWhat I'm looking for
At Wells Fargo, I lead a 13-member quality assurance team, produce productivity and utilization reports, resolve quality disputes, and support automation projects that optimize workflows. I've also onboarded and trained seven new hires while serving as SME for six team members.
Previously, I led customer service and operations teams at Wells Fargo and TCS, supporting credit card customers, US-based clients, onboarding, performance reporting, and service-quality improvements. I've been recognized with three Wells Fargo Manager Spotlight Awards and TCS Employee of the Month.
Experience
Work history, roles, and key accomplishments
Leading a team of approximately 13 members, managing daily productivity and performance. Involved in onboarding and training of new hires, preparing productivity reports, and leading automation and engagement initiatives.
Worked in the Credit Card department, handling inbound and outbound calls to resolve customer issues. Analyzed calls for quality improvement and supported team members with escalations.
Team Lead – Inherita and Retirement Services
Sep 2020 - Jul 2022 (1 year 10 months)
Led two teams in Inherita and Retirement Services, managing around 20 members. Oversaw onboarding, training, performance reporting, and acted as liaison with US-based clients.
Education
Degrees, certifications, and relevant coursework
ITM Business School
Post Graduate Diploma in Management, Management
Completed a Post Graduate Diploma in Management from ITM Business School in 2020.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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