Maria M Skaria

Aegis Aged Care is the largest privately owned Residential Aged Care Provider in Western Australia with over 30 facilities.

• Analyzed the company's recruitment process to develop a new efficient central recruitment team leveraging industry best practices
• Devise, deployed, and monitored processes to manage and store employee personnel files to keep sensitive personally identifiable data secure
• Help the recruitment team by posting job openings, and conducting initial resume screenings and phone screenings to assess candidate qualifications and suitability for open positions.
• Scheduled and coordinated candidate interviews, assessments, and pre-employment screenings, ensuring a seamless and positive candidate experience.
• Supported the onboarding process for new hires, including completing background checks, preparing offer letters, and facilitating new hire orientation sessions
• Devised methodologies to update internal databases with employee information in compliance with existing privacy regulations.

Jupiter Money is the leading digital bank in India built specifically to target Generation Z millennials.

• Spearheaded business process analysis, design, and optimization of customer support process to enable routine delivery of exceptional performance and customer retention
• Manage and audit system development procedures to identify and minimize deviations from quality standards
• Identify process gaps and improvement opportunities to infuse efficiency and effectiveness into business processes through Kaizen techniques
• Worked closely with product, customer experience, and banking teams to identify improvement opportunities and drive them to closure
• Coached and supported project owners to deliver results quickly and effectively
• Design and manage CRM platforms to streamline processes and improve customer service
• Act as a subject matter expert for the business to support them with evaluating complex processes and designing future processes.

PhonePe is an Indian digital payments and financial services company with annual revenue of USD $300 million.

• Led strategic analysis of business processes to identify opportunities for automation
• Design and refine the BOT flows and the process flows for the customer support team
• Drive process mapping, SOP documentation, BOT, and IVR flow design while monitoring metrics and platform health
• Drive Stakeholder engagement across Product, Operations, Category, and internal CX teams for all the products aiming to build a world-class customer experience with minimal manual dependency.

Swiggy is India's largest online food ordering and delivery platform with annual revenue of USD $800 million

• Lead the six-sigma green belt certification project in conjunction with the operations team for sustained improvement
• Examine and analyze business processes and recommended improvements based on Lean Six Sigma principles and methodology in an effort to increase productivity and process simplification
• Assisted various six-sigma black belt and green belt projects during the DMAIC journey
• Mentored and trained customer care associates on revisions to current standard operating procedures and the implementation of operating procedures for new processes
• Assisted in measuring organizational performance like APCT, 5Ys
• Spearheaded User Acceptance Testing for new applications and tools.