Summary
Overview
Work History
Education
Skills
Courses Certifications
Timeline
Generic

Sandeep Dillikar

Operations Team Lead
Hyderabad

Summary

Team Leader with expeinence of 2+ years and overall 10+ years of experience in diverse fields like Customer/Tech Support, Paralegal support, Client Management, Voice, Email & Chat Support with various /ITES/BP0. Team leader with excellent interpersonal skills; capable of managing and mentoring team members and collaborating across organizational boundaries, Embrace change, work in matrix management arrangements and be deployed to different teams and projects

Overview

12
12
years of professional experience

Work History

Operations Team Lead

Accenture
01.2021 - Current
  • I Lead and supervise a team of Admins, manage Operations for Copyright (Paralegal workflow) within YouTube Trust & Safety
  • Monitoring various queues to ensure queues are clean by holding the queue SPOCs accountable
  • Prepare, Lead & Present the Weekly, Monthly and Quarterly business review meetings
  • Mentoring and Monitoring of all team members performance on a daily basis and also responsible for their performance appraisals
  • Responsible for capacity planning, attrition management, SLA management & ensuring
  • Collaborated with L&D, Product & Program teams to ensure up-to-date curriculum & knowledge management which in turn helped meet the KPIs
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Quality Analyst

Accenture
01.2018 - 01.2021
  • Over 3 years of extensive experience in knowledge maintenance, training and mentoring of new team members, client management, doing quality audits for the entire team
  • Primarily responsible for audit completion & performance assessment
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
  • Prepared & presented performance reviews to internal & external stakeholders during weekly, monthly and quarterly
    reviews
  • Analyzed quality and performance data to support operational decision-making
  • IMPORTANT PROJECTS/ACHIEVEMENTS · Helped with (trained agents, QAs, Trainers & Leads as well as
    monitored the Nesting period for all verticals) the successful set-up & expansion of the video streaming process in
    Hyderabad ·

Subject Matter Expert (International Chat & Email)

Genpact
01.2015 - 01.2017
  • Process: Google Wallet (International Chat and Email process)
  • Handled transaction disputes, payment failures,account security, account verification, funds availability, card management,refund and returns and general inquiries
  • Identified needs for training and conducting regular training sessions for new joiners as well as team members. Established in-house quality standards, ensuring high quality deliverables while adhering to the SLA's

Process Expert (International Chat and Email)

Bank of America
01.2012 - 01.2014
  • Handling Bank of America online banking application
  • Assistance with Savings/Checking/Debit card/Credit card account-related inquiries, dispute resolution, and general banking questions provided through various channels such as email, chat
  • Measures to safeguard customer accounts from unauthorized transactions, including monitoring for suspicious activity, identity verification, and education on fraud prevention best practices.
  • Helping users with transaction history, bill payments, fund transfers, and account management services through digital platforms.
  • Preparing daily reports on production hours and submitting it to Team Lead

Education

B.Com -

Osmania University

Skills

Operational modeling and reportingundefined

Courses Certifications

Six - Sigma Green Belt

Timeline

Operations Team Lead

Accenture
01.2021 - Current

Quality Analyst

Accenture
01.2018 - 01.2021

Subject Matter Expert (International Chat & Email)

Genpact
01.2015 - 01.2017

Process Expert (International Chat and Email)

Bank of America
01.2012 - 01.2014

B.Com -

Osmania University

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Sandeep DillikarOperations Team Lead