Sananda Sur
Sr. Operations Team Lead
Kolkata
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Team Lead
Congizant technologies
Bangalore
09.2022 - Current
- Experienced working with prestigious client 'Google'
- Lead a high-performing team responsible for delivering exceptional operational results in partnership with the clients, ensuring adherence to quality standards and meeting the client expectations
- Collaborate closely with cross-functional teams to develop and implement strategic initiatives and drive operational efficiency to improve performance metrics and customer satisfaction
- Act as a key point of contact for the Google client, fostering strong relationships and providing regular updates on the Pilot projects, performance insights and addressing any escalations promptly.
- Monitor and analyze KPI and other operational metrics of the team members, and drive a culture of excellence and attention to detail within the team.
Quality Lead
Tech Mahindra
Hyderabad
03.2019 - 09.2022
- Lead, direct and manage a team of 7 QA's with 100% deliverables on time
- Maintaining the audit adherence for all the segments and working to meet the process KPI's
- Locate and define new process improvement opportunities and adapted procedures to mitigate issues and improve deficiencies
- Fortnightly review and monthly calibration with Operations and Training team
- Conducting client review calls on monthly and weekly basis
- Do super audits and plan for actions to make sure that the efficacy of the audit is increased for all the QA
- Execution of ZT policy for the accounts handled
- Created and delivered training programs to educate employees on quality standards and quality improvement techniques.
Management Trainee
Genpact
Gurgaon
09.2013 - 05.2018
- Explained services and products to customers in a friendly and engaging way.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues and conflicts
- Shouldered management responsibilities during absence of manager.
- Assisted established management staff with operational oversight, business development and process improvement strategies.
- Planned and implemented team projects to accomplish objectives.
Education
B.Tech - Mechanical Engineering
Noida Institute of Engineering And Technology
Gr. Noida 09.2009 - 07.2013
Skills
Team Player
Strong communication and interpersonal skills
Positive Behavior Techniques
Proficient in advance excel
Excellent people management skills
Accomplishments
- Awarded ' pat on the back ' award twice for consistent quality score in Tech Mahindra
- Have submitted 3 Kaiezen projects as part of process improvement
- Was part of STAR 2016 road map and has successfully completed it and got promoted as Management trainee in Genpact
- Awarded as ' Star of the quarter' 2 times and got bronze award for process excellence in Genpact
- Was part of 'SHEROES' program in Tech Mahindra and been awarded as the best Groomed women leader of the batch
Timeline
Team Lead
Congizant technologies
09.2022 - Current
Quality Lead
Tech Mahindra
03.2019 - 09.2022
Management Trainee
Genpact
09.2013 - 05.2018
B.Tech - Mechanical Engineering
Noida Institute of Engineering And Technology
09.2009 - 07.2013