Sahitya Sham Sunder
SME / TL
Hyderabad,TG
Summary
Mindset oriented and adaptable SME / TL open to spend quality time catering to the business needs of a forward thinking and thriving organization that has an impactful presence with a global footprint of sustainability.
Overview
4
4
Languages
3
3
Certifications
17
17
years of post-secondary education
3
3
years of professional experience
Work History
Subject Matter Expert/Team Leader
Wipro Ltd
Hyderabad, TG
08.2020 - Current
- Managed and assisted a team of 25 Quality Auditors and helped with on-boarding New hires.
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
- Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
- Used Google slides, sheets and docs to create presentations, flowcharts and graphs to prepare for various meetings and presented the performance reports to the stakeholders on a weekly / monthly basis.
- Compiled and distributed weekly feedback to team members to improve service time and quality while increasing productivity.
- Partnered with management to create, develop and implement methods to improve quality standards.
Senior Associate- Quality Auditor
Wipro Ltd
Hyderabad, BPO
05.2020 - Current
- Audited ID docs to onboard customers from the ANZ region to start earning on the business platform.
- Achieved best in class Quality while auditing documents keeping Privacy as Numero uno and led a team of 6 members being responsible for their performance
- Provided insights to help process refinement and proactively worked on mitigating any glitches in the process / product.
- Worked on ad-hoc tasks and was part of experimental projects that helped the business.
- Focused on achieving quality without compromising on Productivity while simultaneously managing ad - hoc requests from the client.
- Served as a point of contact for process related queries and paid heed to the culture around ANZ and supported to set up business for US & C region as well.
- Oversaw project planning, schedule management and customer relations.
Associate-Senior Associate
Speech
Transcription
, BPO
12.2018 - 05.2020
- Was part of the pilot batch for Speech Transcription team and worked on various products like Short/ long call transcription, entity tagging, paraphrasing, multi - lingual translation / transcription etc.
- Supported regions like USA, UK, ANZ, India where audio files had to be decoded from speech to text.
- Was part of recruiting and training and audited the transcription files.
- Understood various dialects despite the voice modulation, pronunciation or cultural disparities and prioritized Grammar and punctuations while transcribing the audio files to enhance the machine's learning experience.
- Quality and Privacy were of utmost importance as we dealt with sensitive customer information / calls that were to be transcribed.
- Worked on other automation projects that would help the machine learn the image quality, speech quality, categorization of food graded anomalies.
Customer Service Associate
Amazon India Pvt Ltd
Hyderabad, TG
07.2018 - 12.2018
- Was part of multiple teams and verticals and scaled up to live platform within no time and supported through calls, chats, Messages, emails for the domestic process.
- Followed the guidelines and focused on customer satisfaction being the key goal.
- Supported sellers with business queries, reached out to multiple teams for query resolution.
- Provided support to global customers / sellers to resolve the issues and facilitate international transactions.
- Focused on communication being a major driving force to bridge the gap between the unknown and abided by the companies privacy metrics.
Education
Bachelor of Science - Computer Science and Engineering
CMR College Of Engineering And Technology
09.2014 - 05.2018
MPC
Narayana Junior College
06.2012 - 04.2014
Board of Secondary Education-SSC
St. Ann's High School
Secunderabad 06.2000 - 04.2012
Skills
Empathy Integrity Open mindednessPressure managementLeadership
Communication
ManagementTranscriptionAccomplishments
- Awarded overall best in class performer
- Rookie of the month
- Extra miler - to have done more than just work on tasks
- Best group lead
Certification
SQL certification - Oracle
Timeline
Subject Matter Expert/Team Leader
Wipro Ltd
08.2020 - Current
Senior Associate- Quality Auditor
Wipro Ltd
05.2020 - Current
Associate-Senior Associate
Speech
Transcription
12.2018 - 05.2020
Customer Service Associate
Amazon India Pvt Ltd
07.2018 - 12.2018
Bachelor of Science - Computer Science and Engineering
CMR College Of Engineering And Technology
09.2014 - 05.2018
MPC
Narayana Junior College
06.2012 - 04.2014
Board of Secondary Education-SSC
St. Ann's High School
06.2000 - 04.2012
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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