Deepika Pathak
Hyderabad
Summary
Team lead and Operations professional with 10+ years of experience across team management, customer operations, quality assurance, client/account management, process improvement, and service delivery. Experienced in managing and mentoring teams of up to 25+ employee's, driving productivity, monitoring KPI's, maintaining quality standards, and ensuring consistent achievement of business and client objectives.
Overview
4
4
Languages
15
15
years of professional experience
Work History
Team Lead
Sutherland Global Solutions
Hyderabad, Telangana
01.2025 - Current
- Managed a team of 30 agents for daily coverage and availability.
- Coordinated contract negotiations by reviewing requirements with clients and internal teams.
- Prioritised chat, email, and calls by urgency for fast replies.
- Delegated tasks to agents based on individual strengths for throughput.
- Monitored team performance daily and provided constructive feedback in reviews.
- Tracked performance using metrics and client feedback to protect satisfaction.
- Held client discussions to resolve performance issues and agree solutions.
- Maintained clear communication across channels for transparency and fast resolution.
- Scheduled dedicated time blocks per channel to prevent overlap.
- Kept documentation and templates consistent for high-quality, clear messaging.
- Reviewed client needs regularly to tailor services to changing preferences.
- Developed account plans to find growth opportunities and address challenges early.
- Facilitated open team communication for feedback and collaborative problem-solving.
- Ran teamwork and handoff protocols to manage high-volume periods smoothly.
- Trained staff to multitask across channels while maintaining service quality.
- Analysed metrics to identify bottlenecks and improve efficiency.
- Participated in hiring by interviewing candidates and describing job responsibilities.
- Maintained hiring SOPs for consistent, efficient recruitment processing.
- Managed Statement of Work (SOW) setup and documentation, ensuring scope, deliverables, timelines, responsibilities, and requirements were clearly defined and aligned with business objectives.
- Coordinated Requests for Information (RFI) and Requests for Proposal (RFP), gathering requirements, facilitating stakeholder communication, tracking responses, and supporting the evaluation and submission process.
Team Lead
Foundever India Pvt Ltd
HYDERABAD
04.2024 - 12.2024
- Managed team meetings for task delegation, workload allocation, and updates on changing priorities.
- Identified talent gaps within the team and collaborated with HR to recruit and select suitable candidates.
- Coordinated cross-functional teams to streamline workflow and enhance productivity across departments.
- Monitored team performance, providing suggestions for improvement and training programs to increase team efficiency.
- Inspired and managed teams in operational improvements, increasing overall productivity.
- Developed and maintained comprehensive project documentation, including reports, proposals, and presentations.
- Reviewed and approved team deliverables, upholding high standards of quality and accuracy.
- Managed operations efficiently and effectively, verifying customers received exceptional service.
- Managed and mentored team of 20 agents to deliver exceptional service.
- Verified that teams carried out tasks in compliance with company regulations.
Senior Client Specialist
Eze Software India Pvt Ltd
HYDERABAD
05.2019 - 03.2024
- Successfully oversaw the virtual data rooms of multiple clients through email communication.
- Managed chat queues and escalations to resolve process-related queries.
- Streamlined the process of uploading crucial client information to a secure data room.
- Managed profiles and users within the account.
- Conducted audits on internal email and chat communications.
- Created and maintained up-to-date team SOPs.
- Interacted with clients via chat to discuss account details.
- Preserved the privacy of client's data room.
- Took charge of resolving issues via telephonic escalations.
- Scheduled and led client meetings for account details discussion.
- Assisted company in recruiting new associates.
- Led cross-functional teams in the design and execution of comprehensive wealth management solutions, achieving outstanding client outcomes.
- Delivered exceptional year-on-year growth in client assets under management, securing the firm's position as a market leader.
Senior Process Associate
Tata Consultancy Services
HYDERABAD
10.2016 - 09.2018
- Promptly addressing complex issues raised by customers and team members through escalation calls.
- Scheduled and led regular one-on-one and group feedback sessions to enhance team dynamics.
- Assigned responsibilities to individuals based on their strengths and expertise.
- Monitored team performance and reported on metrics using key performance indicators (KPIs) to evaluate productivity and efficiency.
- Generated reports to assess progress and identify areas for improvement.
- Motivated team members to foster a positive work environment by encouraging, recognizing, and supporting them, resulting in increased engagement and job satisfaction.
- Identified and addressed skills gaps within the team by conducting assessments to discover training needs.
- Maintained open communication lines, encouraged team members to voice concerns, and actively resolved conflicts or challenges they faced.
- Implemented recognition program to celebrate team and individual achievements, boosting morale.
- Enabled team creativity by fostering a comfortable environment to share new and untested ideas.
- Planned team-building activities to enhance camaraderie and collaboration among team members.
Quality Assurance Analyst
United Health Group
HYDERABAD
04.2014 - 05.2015
- Auditing calls of agents located in U.S.
- Evaluated and provided feedback on the knowledge and skill of scoring agents via email.
- Ensured agents deliver accurate information on company policies.
- Introduced innovative methods that led to more efficient processing.
- Completed all transactions quickly and efficiently.
- Oversaw tracking of team huddles, producing accurate MOM reports for both the team and management.
- Attended JCM sessions to enhance joint call monitoring.
- Conducted one-to-one sessions over the phone.
- Provided guidance to agents on quality standards.
- Conducted training sessions for agents regarding new process updates.
Senior Process Associate
Cognizant Technology Solutions
HYDERABAD
05.2011 - 11.2013
Education
Bachelor Of Science -
St. Anns Degree College
Hyderabad01.2011
Board Of Intermediate - Math's, Physics & Chemistry
Narayana Junior College
Hyderabad01.2008
Board Of SSC -
Navodaya High School
Hyderabad01.2006
Skills
- Order fulfilment and customer satisfaction
- Effective communication
- Problem solving
- Account management
- Team performance and follow-up
- Monitoring and training
- Coaching and mentoring
- Service delivery improvements
- Business process improvement
- Contract negotiation proficiency
Languages
English
Proficient
C2
Hindi
Advanced
C1
Nepali
Proficient
C2
Telugu
Advanced
C1
Hobbies and Interests
- Singing
- Travelling
- Exploring new things
Achievement
- Foundever ; Best Team Lead Sep '24
- Sutherland ; Best Team Manager July'25
- Sutherland ; Best Team Manager August'25
- Sutherland ; Best Team Manager September '25
- Sutherland ; Best Team Manager October '25
Timeline
Team Lead
Sutherland Global Solutions
01.2025 - Current
Team Lead
Foundever India Pvt Ltd
04.2024 - 12.2024
Senior Client Specialist
Eze Software India Pvt Ltd
05.2019 - 03.2024
Senior Process Associate
Tata Consultancy Services
10.2016 - 09.2018
Quality Assurance Analyst
United Health Group
04.2014 - 05.2015
Senior Process Associate
Cognizant Technology Solutions
05.2011 - 11.2013
Bachelor Of Science -
St. Anns Degree College
Board Of Intermediate - Math's, Physics & Chemistry
Narayana Junior College
Board Of SSC -
Navodaya High School