Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Work Availability
Accomplishments
Languages
Interests
Work Preference
Timeline
Hi, I’m

Sandeep Sundareshwaran

Sandeep Sundareshwaran

Summary

Senior Manager with 18+ years of diverse experience in Operations, Call Center, Project Management, Customer service, Process Management domain serving Banking, Hospital & Edu-Tech clients in UK, Australia, Singapore and India. Experience in driving process changes, development and innovations, Service Delivery, Process Transition & Operational Excellence with strong People Management background. Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques. Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.

Overview

18
years of professional experience
1
Certification

Work History

Aakash Educational Service Ltd. (AESL)
Bengaluru

Operations Manager/National Support Centre Manager
09.2023 - Current

Job overview

  • Handling operations for all branches across South India, from onboarding, student engagement, grievances, refund, fee collections & Escalations
  • Lead a team of 180+ workforces that includes Branch Assistant Manager, Student support Officers across all branches & National Support Center (Customer Support-Voice & Chat)
  • Committed to delivering quality services including day-to-day activities at the branch
  • Focus on retention of student, and regular interactions with parents
  • Monitoring the processes, identifying the areas of improvement and ensure highest level customer satisfaction
  • Manage and make analysis of Case reviews and Customer feedback and follow up till the issue is resolved
  • Preparing SOPs and have a periodical review for updating
  • Regular meetings with Branch operations and Academic team on Left Out student and Student not attending classes, and plan new strategies on Controlling Left out to retain maximum students
  • Monitoring smooth & timely conduct of tests and exams, random online class monitoring, to ensure process compliance is met, also ensuring any challenges faced by students is identified and addressed immediately
  • (Online proctoring) Validating attendance report against fee defaulters attending classes
  • Follow up with branches for Outstanding fee collections
  • Conducting daily meeting and training with the branch and focus on the continuous improvement
  • Prepare and analyze reports and present presentations to leadership team
  • Deliver Performance Review for all direct reports, and regular review on the performance & Employee training and Development
  • Travelling to various branches across South if required.
  • Developed strategies to improve customer service, quality assurance systems, and business processes.
  • Organized workflow by assigning responsibilities to departments and teams and individuals.
  • Analyzed data to identify trends that could be used to improve operational performance.
  • Monitored inventory levels and placed orders as necessary to maintain adequate stock levels.
  • Ensured compliance with safety regulations at all times.
  • Established KPIs for tracking performance against goals.
  • Provided leadership support during times of change or crisis management situations.
  • Recruited, trained, coached and evaluated staff performance to ensure maximum efficiency.
  • Developed and implemented operational policies and procedures to meet organizational objectives.
  • Implemented new technology solutions such as software programs or hardware upgrades when required.
  • Reviewed customer feedback surveys in order to identify areas needing improvement in terms of customer satisfaction.
  • Addressed customer concerns with suitable solutions.
  • Produced SOPs to document workplace procedures and optimize productivity through standardization.
  • Measured and reviewed performance via KPIs and metrics.
  • Guided employees on understanding and meeting changing customer needs and expectations.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Delegated work to staff, setting priorities and goals.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Clove Dental (Star Dental Pvt. Ltd.)
Hyderabad

Senior Manager
11.2021 - 04.2023

Job overview

  • Led a team of 50+ workforces that includes AMs, TLs, and support experts(Drs and Non Drs)
  • Committed to delivering quality services including day-to-day client relationship management and Managed continuous improvement projects on cross-skill utilization
  • Responsible for all aspects of delivery, managing SLA's for 173 Clinics in South India
  • Weekly business review presentations to leadership team in Weekly/Monthly/Quarterly
  • Established performance goals for employees and provided feedback and training on methods for reaching those milestones
  • Manage workflows and schedules for team
  • Created process SOPs and developed workflow, cross utilization to maximize the team productivity
  • Led innovations for process development resulting better sales numbers and better churning of leads
  • Interviewed candidates, creation of staffing plans, schedules, quality initiatives to deliver results
  • Assessed business processes, leverage data and analytics to identify the areas of improvement to achieve desired business results
  • Empower team knowledge and skills with regular trainings and Product Knowledge Test
  • Handling the blended Call Center team of both Sales and Customer service handling over 60K calls/leads per month
  • Introduction of PKT 'Product Knowledge Test' to evaluate employee skills and knowledge regularly
  • Closing working with all stake holder to ensure smooth process flow.
  • Leadership role in planning annual budgets for each department based on forecasted sales volumes.
  • Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
  • Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols.
  • Created detailed reports on project progress for senior management review.
  • Established effective communication channels between different departments within the organization.
  • Analyzed data from market research surveys to identify trends and develop actionable insights for organizational growth.
  • Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
  • Identified areas of improvement within existing operations through process analysis and benchmarking studies.
  • Monitored competitor activities to anticipate changes in the industry landscape and design appropriate response measures.
  • Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
  • Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
  • Directed market research and analysis to identify trends and inform business decisions.
  • Implemented customer service excellence standards to enhance client satisfaction and loyalty.
  • Implemented process improvements to increase operational efficiency and reduce costs.
  • Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
  • Oversaw talent acquisition, training, and development programs to build high-performing teams.
  • Conducted performance reviews and provided feedback to direct reports for career development.
  • Developed and implemented strategic business plans to drive growth and profitability.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Analyzed business performance data and forecasted business results for upper management.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.

Apollo Hospitals - Apollo Tele Health Services
Hyderabad

Manager
11.2020 - 11.2021

Job overview

  • Led a team of 80+ workforces that includes AMs, Quality and support experts working 24hrs-365 days
  • Handling multiple International & PAN India projects to deliver quality service with no compromise on SLA
  • Creating process SOP's for the pilot batch, involved in setting KRA's and KPI for staff, with continuous improvement and updates
  • Ensure direct reports have the resource, information, support and processes necessary to drive and deliver effective solution to meet or exceed customer expectation
  • Goal setting vs Meeting Goals, creating and keeping deadlines and developing new strategies
  • Managing 24/7 Call Center for both Voice and Non-Voice process
  • Managing team in hybrid mode and Regular meeting with clients to understand their needs
  • Support departments on Cross-Organizational teams to deliver Organizational goals.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Established processes to ensure efficient workflow throughout the organization.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted performance reviews for team members.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Coordinated cross-departmental projects to ensure timely and successful completion.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Implemented process improvements, resulting an increase in operational efficiency.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.

Medicover Hospitals
Hyderabad

Manager
12.2019 - 11.2020

Job overview

  • Setting up the Call Center, creating and implementing process flow, hiring right candidates
  • Responsible in setting up key functions, implementation of CRM
  • Managing team in hybrid mode during Covid19, ensuring 85% productivity
  • Developed workflow, managing escalations, delegated tasks strategically and monitoring the progress
  • Training staff on Comm skills and escalation handling
  • Evaluate employee skills and knowledge regularly.
  • Provided leadership during times of organizational change or crisis situations.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Established processes to ensure efficient workflow throughout the organization.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted performance reviews for team members.
  • Streamlined communication channels, improving information flow and decision-making speed.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Recruited and trained new employees to meet job requirements.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Analyzed business performance data and forecasted business results for upper management.

Apollo Health & Lifestyle
Hyderabad

Deputy Manager
06.2017 - 12.2019

Job overview

  • Handled both Operations and PAN India Call Center team of 40+ staff, handling Customer service
  • Worked closely with various stack holders and developing robust workflow to attain best Customer service
  • Handled 24/7 Voice, Chat and Email process, and managing escalations, delegated tasks strategically and monitoring the progress
  • Continuous improvement in the process SOP's, involved in setting KRA's and KPI for staff
  • Constant check on Goal setting vs Meeting Goals, creating and keeping deadlines and developing new strategies
  • Won Chairman's Club award in 2018.
  • Maintained records of all operational activities for future reference.
  • Developed and implemented new procedures to improve efficiency of the organization.
  • Monitored daily operations and ensured compliance with company policies and regulations.
  • Prepared monthly progress reports detailing achievements against set targets.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Produced thorough, accurate and timely reports of project activities.
  • Provided necessary technical assistance and advice to subordinates when needed.
  • Created processes for handling customer complaints effectively.

HSBC HDPI Pvt Ltd.
Hyderabad

Assistant Manager(IC)
06.2008 - 06.2017

Job overview

  • Mortgage Banking Process for Singapore, Australia & UK
  • Leading the team for both Voice & Non-Voice processes
  • Queue management, publishing performance reports, data analysis, RCAs, and managing shrinkage
  • Checking & Approving Mortgage Loans, Disbursement & Redemptions
  • Responsible for major SLAs(team Vise, Process Vise) for all means of mortgage (Letter of Offer, Disbursement, Account Servicing & Redemption)
  • Regular discussions with clients from Singapore, Australia & UK on Queue Management & SLAs
  • Perform random quality audits to ensure quality parameters are not compromised
  • Mentor & Grooming Sr Associates for next-level roles
  • Traveled twice to Singapore leading the team in 2014 & 2016 for Process Migration
  • Won various rewards and recognition for my quality work and for delivering a great user experience, including 100 Club Semifinalist in 2013.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Managed customer service inquiries and complaints in a timely manner.
  • Established processes for monitoring customer satisfaction levels.
  • Maintained up-to-date knowledge of company products and services.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Ensured compliance with safety regulations and company policies.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Delegated work to staff, setting priorities and goals.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.

Dell International Services Pvt Ltd.
Hyderabad

Accounts Manager
03.2006 - 04.2008

Job overview

  • Handling Sales Voice and Non-Voice process for UK Customers
  • Worked with different workflows like EMEA sales, BSTD Sales and customer care which helped me gain diverse skills and expertise
  • Handled manager level escalations and provided best possible resolutions
  • Trained new hire once they join the team.
  • Identified customer needs by asking questions and advising on best solutions.
  • Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.
  • Listened to customer needs to identify and recommend best products and services.
  • Maintained an in-depth knowledge of industry trends, competitors, and market conditions to provide strategic advice to clients.
  • Identified upselling and cross-selling opportunities to maximize account growth and revenue generation.

Education

Bundelkhand University

B.Com
01.2003

Skills

  • Operational/Service Excellence
  • Program & Stakeholder Management
  • Operations & People Management
  • Strategic Business Planning & Analytical Skills
  • Data Analysis
  • Business Continuity Plan
  • MS-Office
  • Continuous Process Improvement
  • Customer Service
  • Workflow Optimization
  • Performance reporting
  • Customer Retention
  • Process Improvement
  • Business Development
  • Performance monitoring
  • High-pressure environments
  • Work flow planning
  • Operations Oversight
  • Cross-Functional Communication
  • Team Leadership
  • Process Improvements
  • Business and Operations Management
  • Workforce Management
  • Employee Motivation
  • Strategic Planning

Certification

  • Certified Lean Six Sigma White Belt (FLQSQCCSJC-LJJFQSGG-WNBZNWBZDT)
  • PGDCA in Computer Applications
  • PMP Trained
  • Currently pursuing certification course in SQL & Python

Languages

  • English
  • Telugu
  • Tamil
  • Hindi
  • Malayalam
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Apollo Health & Lifestyle - Earned the “Chariman's Club” Award in 2018 for Outstanding Performance and Process Improvement.
  • HSBC HDPI - Was 100 Club Semifinalist in 2013 for Oustanding perfomance.
  • HSBC HDPI - Travelled twice to Singapore for Process Migration as Project Manager.
  • HSBC HDPI - Won various awards for Outstanding performance.
  • Clove Dental - Resolved product issue through consumer testing.
  • Apollo Tele Health & Service - Supervised team of 108 staff members working remotely during Covid-19.

Languages

English
Native language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Telugu
Upper Intermediate (B2)
B2
Malayalam
Upper Intermediate (B2)
B2
Tamil
Intermediate (B1)
B1

Interests

Playing Cricket

Playing Volley Ball

Exploring local street food

Work Preference

Timeline

Operations Manager/National Support Centre Manager

Aakash Educational Service Ltd. (AESL)
09.2023 - Current

Senior Manager

Clove Dental (Star Dental Pvt. Ltd.)
11.2021 - 04.2023

Manager

Apollo Hospitals - Apollo Tele Health Services
11.2020 - 11.2021

Manager

Medicover Hospitals
12.2019 - 11.2020

Deputy Manager

Apollo Health & Lifestyle
06.2017 - 12.2019

Assistant Manager(IC)

HSBC HDPI Pvt Ltd.
06.2008 - 06.2017

Accounts Manager

Dell International Services Pvt Ltd.
03.2006 - 04.2008

Bundelkhand University

B.Com
Sandeep Sundareshwaran