Sachindhar Kankarla

• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
• Monitored employee productivity and optimized procedures to reduce costs.
• Supervised operations team to support operational excellence and excellent customer service.
• Taught employees how to collaborate on daily job tasks and achieve service targets.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Developed and maintain operational guidelines for staff.
• Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.
• Coordinated with Senior Manager in different operational issues and promotional activities.
• Developed systems and procedures to improve operational quality and team efficiency.
• Monitored key performance metrics to identify areas for improvement.
• Implemented new technology to streamline processes and improve operations.
• Performed statistical analyses to gather data for operational and forecast team needs.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Interacted well with customers to build connections and nurture relationships.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Trained and guided team members to maintain high productivity and performance metrics.

• Lead and motivate the Pilot projects and made them successful and also got the best team lead award for 7 times consistently
• Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
• Identify client interaction pain points and work with the team for process improvement resulting in a better client satisfaction rate
• Implement a people & culture framework that is sustainable and meets the needs of a growing company
• Enable Senior Analysts and mentor them on handling complex cases related to clients as well as inter-personal issues
• Responsible for employee performance management discussions and ratings
• Spearhead the alignment of organizational structure, practices, and communication with the Accenture's strategy and culture
• Design and deploy support for new pilot processes along with a risk mitigation strategy to identify process/deliverables’ pitfalls
• Collaborated with the senior management for recruiting over 100+ associates

• Voice Technical support & Customer Service.
• Providing voice support to the US customers regarding the wireless connectivity which includes printers, desktops and laptops.
• Handled a KRA (key responsible area) parameter for over 200+ employees owing to an exceptional sales record
• Created SOPs (standard operating procedure), job aids to be used by the agents that streamlined the sales process drastically.
• Contributed to interviewing process and made new hire recommendations.
• Helped set and manage objectives for quality, productivity and compliance.
• Motivated and trained employees to maximize team productivity.
• Managed internal operational standards and productivity targets.

Worked in Subway Services in UK, Owned the business

• Voice Customer Support & Technical support
• Providing voice support to the UK customers regarding the Mobile Tariffs
• Provided floor support to new hires and agents on calls regularly that led to the reduction of AHT (average handling time) to 20%.
• Researched and adopted new technologies to add value to existing offerings.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.
• Installed system updates to address vulnerabilities and reduce security issues.
• Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.