Summary
Work History
Education
Skills
Accomplishments
Languages
Hobbies and Interests
Timeline
Generic

Paul David Rekam

Summary

Highly adaptable Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Work History

Team Lead

Cognizant Technology Solutions, CTS
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Assisted in recruitment to build team of top performers.

Real Time Analyst (RTA)

Cognizant Technology Solutions, CTS
  • Worked with Work Force Management Team for over an year to maintain smooth service delivery to Business users by coordinating with support teams
  • Managing the call volume, daily attendance and program break schedules
  • Work closely with the operations team to analyze and help improve their delivery processes
  • Generate ideas for process and service improvement
  • Produce daily, biweekly and monthly internal reports.

Quality Analyst (QA)

Cognizant Technology Solutions, CTS
  • Worked with QA team for over 2 years supporting L1 team to reach their goals in customer's and compliance satisfactions
  • Perform Audits for the L1 team and sharing the observations
  • Sharing feedback and taking sessions to improve performance of the agents
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Conducting Mock Calls and also training people on Issue handling skills.

Process Executive

Genpact
  • Worked with GoDaddy process for over 2 years
  • Used to handle calls on domains and hosting sales
  • Suggesting the right product according to customers business requirement.

Education

Masters in Business Administration - HR And Marketing

BIIT College
05.2013

Graduation - Bachelor of Science (Electronics)

HRD Degree and PG College
04.2011

Intermediate - Mathematics, Physics, Chemistry

St.Mary's Centenary Jr. College
06.2008

Skills

  • Performance Improvement
  • Coaching and Mentoring
  • Workplace Safety
  • Employee Evaluation
  • Quality Control
  • Schedule Management
  • Performance monitoring
  • Key Performance Indicators
  • Onboarding and Orientation

Accomplishments

  • Top performer in the stacks for 5 consecutive months.
  • Received Cheers award for 2 consecutive times.
  • Supervised team of 26 staff members.

Languages

English
Hindi
Telugu

Hobbies and Interests

  • Playing Guitar
  • Singing
  • Sports
  • Gaming
  • Listening to music

Timeline

Team Lead

Cognizant Technology Solutions, CTS

Real Time Analyst (RTA)

Cognizant Technology Solutions, CTS

Quality Analyst (QA)

Cognizant Technology Solutions, CTS

Process Executive

Genpact

Masters in Business Administration - HR And Marketing

BIIT College

Graduation - Bachelor of Science (Electronics)

HRD Degree and PG College

Intermediate - Mathematics, Physics, Chemistry

St.Mary's Centenary Jr. College
Paul David Rekam