Summary
Overview
Work History
Education
Skills
Certification
Timeline
Technical Skills
Generic

Sai Prasada

Bengaluru

Summary

Results-driven and detail-oriented Team Leader - Operations with 8 years of experience in managing teams, streamlining processes, and driving operational efficiency. Excelling in SLA management and service delivery. Expert in root cause analysis and stakeholder management, I successfully enhanced team productivity by 20% through strategic workforce planning and quality assurance initiatives, fostering a culture of operational excellence and collaboration.

Overview

9
9
years of professional experience
1
1
Certificate

Work History

Operations Team Leader

Tango IT Solutions
03.2024 - 12.2024
  • Led and managed an AI/ML team of 30+, strategically distributing responsibilities, streamlining workflows, and ensuring the timely and successful completion of projects.
  • Monitored operational efficiency by tracking and analyzing key performance indicators (KPIs), identifying gaps, and implementing process improvements to enhance team productivity.
  • Ensured quality standards by overseeing team output, enforcing best practices, and implementing corrective actions when necessary.
  • Developed training programs to bridge skill gaps, enhance expertise, and drive continuous improvement within the team.
  • Managed AI/ML projects end-to-end, ensuring on-time delivery, within scope, and within budget while aligning with business objectives.
  • Acted as the primary liaison between the AI/ML team and upper management, preparing and presenting performance reports and operational metrics.
  • Resolved team challenges, fostering a collaborative work environment and addressing conflicts proactively.
  • Ensured customer satisfaction by maintaining high-quality service levels and addressing escalated concerns promptly.
  • Led escalations and root cause analysis (RCA) to minimize recurring issues and implement long-term problem resolution strategies.
  • Conducted QBRs, performance reviews, and service improvement plans in collaboration with key stakeholders to drive operational excellence.
  • Applied strong analytical skills to interpret data, validate key insights, and assess risks and opportunities for strategic decision-making.

Business Operations Lead

Simplilearn
05.2022 - 12.2023
  • Led and managed a team of 20+ customer service professionals, providing strategic direction and support to achieve key performance indicators (KPIs) and deliver exceptional service.
  • Optimized workforce performance by mitigating shrinkage and attrition, closely monitoring KPIs, and conducting 1:1 coaching sessions to drive continuous improvement and productivity.
  • Implemented operational procedures, enhancing accuracy and productivity, while leveraging a performance management approach to track and improve team efficiency.
  • Collaborated with the client’s business team to ensure timely delivery of comprehensive performance reports and insights.
  • Developed and executed innovative strategies, achieving a 20% increase in team productivity within the first quarter.
  • Facilitated cross-team communication to improve information flow and operational efficiency.
  • Analyzed production data to identify areas for improvement, developed actionable solutions, and successfully implemented them for enhanced performance.

L2 Operations

Conneqt Business Solutions
07.2021 - 03.2022
  • Successfully managed and exceeded SLA targets, consistently meeting or surpassing response time and resolution benchmarks.
  • Applied problem-solving, process optimization, and strategic implementation to drive operational success.
  • Optimized AHT by implementing streamlined workflows and comprehensive training, reducing average handling time by 15%.
  • Developed and executed shrinkage reduction strategies, minimizing workforce fluctuations and improving operational efficiency while reducing costs.
  • Addressed attrition concerns through employee engagement programs and regular feedback sessions, leading to a 10% decrease in staff turnover.
  • Monitored and analyzed KPIs, implemented data-driven strategies, and improved overall team performance by 20%.
  • Enhanced customer satisfaction rates with proactive issue resolution and follow-ups.
  • Evaluated employee performance, identified growth opportunities, and recommended promotions based on merit.
  • Implemented quality control measures, significantly reducing errors and improving service accuracy.
  • Conducted regular audits of systems and procedures to maintain efficiency and operational effectiveness.
  • Increased overall productivity through effective resource allocation, task prioritization, and workload management.
  • Successfully handled crisis situations, conducting thorough root cause analysis (RCA) and implementing corrective actions to minimize operational risks.
  • Collaborated on cross-functional operational tasks to achieve business objectives.

Subject Matter Expert (SME)

Itrust Soft Solution
06.2016 - 06.2021
  • Conducted extensive research to optimize subject matter content, incorporating industry trends for relevance and accuracy.
  • Developed comprehensive training materials tailored to diverse audiences, improving skill sets and job satisfaction.
  • Provided expert guidance on critical projects and strategic initiatives, enhancing overall team performance.
  • Streamlined workflows to boost efficiency, enabling teams to complete tasks ahead of schedule.
  • Mentored junior team members, fostering professional growth and development.
  • Improved workflow efficiency by creating standardized procedures for task management and resource allocation.
  • Customer Satisfaction (CSAT): Monitored and enhanced CSAT scores by identifying pain points, implementing feedback loops, and refining service delivery.
  • Developed customer engagement strategies to elevate overall experience and loyalty.
  • Conducted regular audits to ensure compliance with company policies, operational standards, and SLAs.
  • Oversaw CRM operations, optimizing system usage for improved data management and customer interactions.
  • Managed daily operations to maintain seamless workflows and team efficiency.
  • Implemented strategic initiatives to enhance efficiency, accuracy, and service quality.
  • Collaborated with cross-functional teams to improve operational effectiveness and align with business goals.

Education

Bachelor of Science - Computer Science

William Carey University, Shillong
01-2013

Skills

  • Team Management
  • Operational Excellence
  • Service/Product Delivery
  • CRM
  • Client Facing
  • RCA(Root Cause Analysis)
  • Regulatory Compliance
  • Stakeholder Management
  • Capacity Planning
  • Troubleshooting
  • Quality Assurance
  • Cross-Functional Coordination
  • Advanced Excel and Data Management

Certification

  • Lean Six Sigma Green Belt (LSSGB)
  • Business Analytics with Excel

Timeline

Operations Team Leader

Tango IT Solutions
03.2024 - 12.2024

Business Operations Lead

Simplilearn
05.2022 - 12.2023

L2 Operations

Conneqt Business Solutions
07.2021 - 03.2022

Subject Matter Expert (SME)

Itrust Soft Solution
06.2016 - 06.2021

Bachelor of Science - Computer Science

William Carey University, Shillong

Technical Skills

Salesforce

Zendesk

Tableu

A+,N+

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