Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Hitendrasinh Zala

Hitendrasinh Zala

Hyderabad

Summary

People-oriented Team Leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying process needs to develop and deliver creative solutions. Focused on delivering high-quality Service Delivery on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management. Versed in people management, client management and process improvement.

Overview

11
11
years of professional experience
6
6
Certification

Work History

Team Lead

Accenture
08.2021 - Current
  • Conferred with other supervisors to coordinate operations and activities within or between departments.
  • Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
  • Implemented performance, quality and efficiency measures to achieve aggressive production goals.
  • Collaborated with management team to implement new work procedures or policies.
  • Monitored team progress and enforced deadlines.
  • Responsible for Service Delivery Management in Content Moderation and Content Management team consist of 124 content reviewer
  • Managing team of 21 direct content reviewer in online content management team and meeting WBR/MBR SLAs and KPIs

Senior Executive

Vodafone
08.2019 - 01.2021
  • Worked as an Acting Team Leader and Subject Matter Expert (SME) for 30 team members
  • KPIs and SLA Management as per departmental guidelines
  • Part of process improvement project with the help of automation
  • Implemented robust policies and organizational structures to underpin successful expansion and drive continuous growth.
  • Briefed executive leadership every Month on operations activities, collected feedback and incorporated new directives resulting from strategy meetings.
  • Responsible for managing 30 home broadband technical executive team to deliver best service to our UK clients by resolving quarries via web chat
  • Responsible for drafting SOP for the new scenarios

Data Research Analyst III

S&P Global
07.2013 - 06.2019
  • Analyzing the financial statements of the companies - Writing SQL Queries to pull the data from database - Part of a process improvement process and saved FTEs
  • Workflow Analysis and Be the primary point of contact for providing critical research and value-added knowledge to our diverse client base - Handling the Citrix application issues and follow up with the team to resolved
  • Started Quiz Culture and Ask and Discuss Show to improve the KPIs - Streamline processes, standardize deliverables, and curate research deliverables by using internal and external research tools
  • Conduct Industry and company research to analyze and share the findings in a presentable format
  • Collect and distribute Industry specific news on a regular basis
  • Demonstrate industry and account knowledge through work outputs and internal client interactions
  • Responsible for analysis of financial documents of 150 stock exchanges and provide analysis to the clients on timely manner

Director

Meridian Infosolution Pvt Ltd
02.2012 - 07.2013
  • Responsible for overall management of company consist of Operations, HR, Technical, Client Management
  • Signed SLA with British Gas, Eon Energy, N Power, Scottish Power to provide front end support
  • We were helping UK customers in renewal and acquisition of utility contracts

Associate

Wipro, Origin Energy
02.2011 - 02.2012
  • Part of process improvement project - Responsible for daily KPIs maintain and generate the report for all sub processes within the department to provide the insight to senior management team
  • Responsible for resolving utility bills quarries of Origin Energy customers and clients so bills can generate on time with current mapping of meters

Associate

Point10 Solutions
05.2010 - 07.2010
  • To introduce the company in Indore by organizing an “Entrepreneurs10” Forum.

Customer Service Associate

Magus Customer Dialogue
05.2007 - 08.2007
  • I was responsible for handling the queries of the customers of Vodafone/Hutch over the call
  • Responsible for driving better NPS

Education

PGP+MBA - Finance and Operation

PROTON business school
01.2011

B.com - Auditing and Accounting

Gujarat University
01.2009

Skills

  • IBM Applied AI - IBM
  • People Management
  • Team Supervision
  • Client Support
  • Financial Analysis
  • Operations Management
  • Company Direction
  • Finance
  • Accounting
  • Account Management
  • Supervisory Skills
  • Team Performance
  • Service Level Agreements
  • Teamwork and Collaboration
  • Documentation and Reporting
  • Giving Constructive Feedback
  • Overseeing Daily Activities
  • Performance Evaluations
  • Leading Team Meetings
  • Call Center Operations
  • Content Management Expertise

Certification

  • Microsoft SQL Server - Naresh i Technologies
  • Automation Anywhere Certified Advanced RPA Professional (V11.0) - Automation Anywhere 18675853
  • Control Room Administrator - Automation Anywhere 19079500
  • Lean Six Sigma Green Belt Certification
  • RPA Starter - UiPath Business Analyst
  • RPA Business Analysis Fundamentals - UiPath
  • Project Management Professional (PMP)

Timeline

Team Lead

Accenture
08.2021 - Current

Senior Executive

Vodafone
08.2019 - 01.2021

Data Research Analyst III

S&P Global
07.2013 - 06.2019

Director

Meridian Infosolution Pvt Ltd
02.2012 - 07.2013

Associate

Wipro, Origin Energy
02.2011 - 02.2012

Associate

Point10 Solutions
05.2010 - 07.2010

Customer Service Associate

Magus Customer Dialogue
05.2007 - 08.2007

PGP+MBA - Finance and Operation

PROTON business school

B.com - Auditing and Accounting

Gujarat University

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Hitendrasinh Zala