Paul David Rekam
Hyderabad,TS
Summary
Operations Team Lead with 8+ years of experience in service delivery, workforce management, quality assurance, and people leadership within BPM and IT-enabled services. Proven expertise in managing teams of 25+ members, driving KPI performance, improving customer satisfaction, and implementing process improvements. MBA graduate with strong operational, analytical, and coaching skills, seeking growth opportunities in Operations Leadership and Customer Experience roles.
Overview
12
12
years of professional experience
Work History
Team Leader
Cognizant Technologies Solutions
01.2023 - Current
- Lead and manage a team of 26 associates, ensuring adherence to SLAs, quality standards, and productivity targets.
- Drive team performance through regular coaching, feedback sessions, and performance improvement plans.
- Monitor and analyze KPIs including AHT, CSAT, attendance, productivity, and quality scores.
- Support recruitment activities and successfully onboard and train new hires.
- Identify operational gaps and implement process improvements to enhance efficiency and service delivery.
- Act as a role model by demonstrating professionalism, compliance, and commitment to organizational values.
Real Time Analyst (RTA) – Workforce Management
Cognizant Technologies Solutions
05.2020 - 12.2022
- Managed real-time call volume, staffing, shrinkage, and attendance to ensure smooth service delivery.
- Coordinated closely with operations and support teams to handle real-time performance challenges.
- Prepared daily, weekly, and monthly operational reports for leadership review.
- Supported process improvements aimed at improving utilization and service levels.
Quality Analyst (QA)
Cognizant Technologies Solutions
02.2018 - 03.2020
- Conducted quality audits and compliance evaluations for L1 support agents.
- Delivered structured feedback, mock calls, and training sessions to improve agent performance.
- Generated detailed quality reports for senior management to support data-driven decisions.
- Contributed to improved customer satisfaction and compliance metrics.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Senior Process Executive
Cognizant Technologies Solutions
06.2016 - 01.2018
- Provided customer support for Google My Business (GMB) clients, assisting with business profile setup, verification, and optimization.
- Handled inbound customer interactions via calls and emails while ensuring high customer satisfaction and first-contact resolution.
- Collaborated with internal teams and escalations to ensure timely issue resolution.
- Actively participated in process updates, refresher trainings, and quality improvement initiatives.
Process Executive – Customer Support & Sales
Genpact
08.2013 - 06.2016
- Supported GoDaddy process handling domains and hosting sales.
- Assisted customers by recommending appropriate products based on business requirements.
- Delivered high-quality customer service while meeting sales and quality targets.
Education
MBA - HR & Marketing
BIIT College
Hyderabad, India01-2013
Bachelor of Science - Electronics
HRD Degree & PG College
Hyderabad, India01-2011
St. Mary’s Centenary Jr. College
Hyderabad, India01-2008
Skills
- Operations & Service Delivery Management
- Team Leadership & People Management
- Performance Monitoring & KPIs (AHT, CSAT, Productivity, Quality)
- Workforce Management (RTA, Scheduling, Attendance)
- Quality Assurance & Compliance
- Process Improvement & Continuous Improvement
- Training, Coaching & Mentoring
- Stakeholder & Client Communication
- Reporting & Data Analysis
Accomplishments
- Recognized as Top Performer for 5 consecutive months.
- Received Cheers Award twice for performance excellence.
- Successfully supervised and developed a 26-member team.
Timeline
Team Leader
Cognizant Technologies Solutions
01.2023 - Current
Real Time Analyst (RTA) – Workforce Management
Cognizant Technologies Solutions
05.2020 - 12.2022
Quality Analyst (QA)
Cognizant Technologies Solutions
02.2018 - 03.2020
Senior Process Executive
Cognizant Technologies Solutions
06.2016 - 01.2018
Process Executive – Customer Support & Sales
Genpact
08.2013 - 06.2016
MBA - HR & Marketing
BIIT College
Bachelor of Science - Electronics
HRD Degree & PG College
St. Mary’s Centenary Jr. College