Sandip Nair
Hyderabad
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overall 14+ years of Experience including Customer Service Industry, Utility Billing , Payroll Analyst and Content Moderation. Self-motivated to consistently provide first-class results, in line with stringent targets and deadlines. Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation.
Overview
17
17
years of professional experience
Work History
Team Leader
Accenture Solutions Pvt Ltd
Hyderabad
08.2018 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Participated in cross-functional team-building activities.
- Delivering services as defined Service Level Agreements.
- Ensure the Key Performance Indicators are monitored and maintained for the team.
- Setting targets and goals for team members.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Leading a Team of 20 members for Content Moderation Process.
Payroll Analyst
Tata Consultancy Services
Kolkata
02.2016 - 07.2018
- Checked payroll to identify discrepancies, and independently resolved variances.
- Handle payroll calculations, benefits deductions, and adjustments, while maintaining accurate payroll records.
- Tracked key payroll metrics with spreadsheets.
- Analyze payroll data to ensure compliance with regulatory standards and policies.
Back Office Executive
Tata Consultancy Service
Kolkata
08.2014 - 01.2016
- Billing Utility Customer for leading UK Energy supplier.
- Took care of end to end meter to cash business processes and exceptions.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Senior Customer Service Executive
IBM Daksh
kolkata
02.2011 - 06.2014
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
Customer Service Executive
firstsource solutions Limited
kolkata
05.2008 - 12.2009
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered calls to provided primary customer support to internal and external customers.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Described product and service details to customers to provide information on benefits and advantages.
- Informed customers of upcoming promotions and deals to boost sales
Education
Bachelor of Arts - English Honors
Bangabasi Evening College
Kolkata05.2010
Skills
- Continuous Professional Improvement
- People Management
- Adaptability
- Skilled to manage multiple tasks simultaneously
- KPI management
- Priority management
- Team appraisals
- Operational planning
- Staff appraisals
Accomplishments
- Won the Q2, FY24 - Star of Business Award
- Awarded as Retention Rockstar Team Lead - FY22 Q3.
- Awarded as Encore award- FY22 Q2 & Q3 for Upholding Organizational Core Values.
- Awarded as Avenger for submitting idea which generated ~13 FTEs benefit.
Timeline
Team Leader
Accenture Solutions Pvt Ltd
08.2018 - Current
Payroll Analyst
Tata Consultancy Services
02.2016 - 07.2018
Back Office Executive
Tata Consultancy Service
08.2014 - 01.2016
Senior Customer Service Executive
IBM Daksh
02.2011 - 06.2014
Customer Service Executive
firstsource solutions Limited
05.2008 - 12.2009
Bachelor of Arts - English Honors
Bangabasi Evening College
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