Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Personal Information
Timeline
Generic

Sanjoli Kumbhar

Dombivli

Summary

Dynamic Shift Lead at Accenture Services Pvt Ltd with a proven track record in operational efficiency and team development. Expert in data-informed decision making, I successfully led a team of 120+, driving continuous improvement initiatives and optimizing workflows. Recognized for enhancing compliance standards and fostering collaborative teamwork to achieve exceptional results.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Shift Lead (Team Manager)

Accenture Services Pvt Ltd
06.2024 - Current
  • Led a team of 120+ FTEs and 5 Team Leads, consistently meeting SLA and KPI targets.
  • Served as Primary POC for cross-site Weekly Business Reviews (Mumbai-Manila), ensuring operational alignment.
  • SPOC for Operational Excellence initiatives, overseeing documentation, compliance, and process standardization.
  • Directed performance management and coaching across multiple workflows to drive continuous improvement.
  • Led Insights Team to design and implement AHT optimization strategies tailored to workflows.
  • Applied Operational Excellence methods to identify risks and execute mitigation plans.
  • Managed Billing and Attrition tracking, providing insights for workforce planning and cost control.
  • Collaborated with quality, training, and workforce teams to achieve operational goals and client satisfaction.
  • Developed and implemented AI-driven solutions to improve efficiency, reduce manual effort, and enable data-driven decisions, working cross-functionally to automate workflows.

Team Leader

Accenture Services Pvt Ltd
08.2018 - 05.2024
  • Motivate team members.
  • Good with people management.
  • Mentor team members and ensure they meet their daily goals.
  • Monitor team performance and report on metrics.
  • Discover training needs and provide coaching.
  • Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.
  • Delegate tasks and set deadlines.
  • In depth knowledge of competitors and their products and services.
  • Having high levels of integrity and honesty.
  • Suggest and organize team building activities.
  • Recognize high performance and reward accomplishments.

Quality Analyst

Accenture Services Pvt Ltd
05.2016 - 08.2018
  • Assisting team & associates with the feedback and Improvement plans for the process.
  • End to End understanding of activities performed for assigned Client.
  • Lead the team quality initiatives to ensure that compliance parameters are adhered.
  • Drive Service Improvement Programs for everyone.
  • Weekly meeting with the clients for improvement on the process.
  • Motivating and leading the staff.
  • Giving feedback on KPI for each individual team member and training them on new application as required.
  • Maintaining Attendance on daily basis & gave feedback for the agents.
  • Team huddles for group updates.
  • Giving One-to-one feedback on a regular basis and conduct meetings with the operations, to bridge the gaps in the process.
  • Conduct Error Calibration with the reviewers and Team Leaders.
  • Train new reviewers on DMAIC methodology.
  • Attend Weekly Quality meetings to discuss the error trends, analysis and process change requirement with Onshore team.
  • Conduct weekly calibration with onshore team.
  • Publish Daily/ weekly Quality report with Pareto analysis on Team’s performance, SBS Analysis, area of concerns, Agent-wise performance and much more.

Global Quality Analyst

Serco Global Services Pvt Ltd
04.2007 - 04.2016
  • Company Overview: Client: Vitality Health (UK Insurance)
  • Started career in April 2007 as Customer Service Analyst; promoted to Quality Analyst in June 2009.
  • Participated in client calls for process updates and changes.
  • Led team huddles to communicate client requirements and process updates.
  • Conducted weekly error and accuracy meetings; provided ongoing coaching and one-on-one feedback to team members.
  • Generated and maintained weekly/monthly reports and dashboards, including quality and performance metrics.
  • Ensured Process Maps and SOPs were current and adhered to.
  • Drove process improvement initiatives and shared best practices.
  • Attended quality and calibration meetings to align audits with client standards.
  • Coached delivery teams on process implementation and standardization.
  • Client: Vitality Health (UK Insurance)

Education

DNIIT -

NIIT
01.2008

Bachelor of Arts -

D.G. Ruparel College
Matunga Rd
01.2006

H.S.C -

D.G. Ruparel College
Matunga Rd
01.2003

S.S.C -

Matunga Lions Pioneer English School
Matunga
01.2001

Skills

  • Analytical problem-solving
  • Data-informed decision making
  • Operational efficiency
  • Standardized processes
  • Performance oversight
  • Quick adaptability and learning
  • Collaborative teamwork
  • Effective presentation skills
  • Communication in writing and speech
  • Expertise in Excel and PowerPoint applications
  • Optimized workflows
  • Team development strategies
  • Quality control measures
  • Adherence to compliance standards

Certification

Oracle 9i Certified, 10/01/08, Level 1

Accomplishments

  • Travelled UK and Chennai for Testing and training purpose respectively.
  • Awarded as Best Quality Analyst of the year (4 times).
  • Awarded Best Quality Performer for a Quarter (2 times).
  • Awarded for Innovative Ideas shared and implemented.
  • Participated in Dance Competitions (in company and college) and won prizes.
  • Awarded as Best Female Runner.

Languages

  • English
  • Hindi
  • Marathi
  • Gujarati

Personal Information

Date of Birth: 11/04/84

Timeline

Shift Lead (Team Manager)

Accenture Services Pvt Ltd
06.2024 - Current

Team Leader

Accenture Services Pvt Ltd
08.2018 - 05.2024

Quality Analyst

Accenture Services Pvt Ltd
05.2016 - 08.2018

Global Quality Analyst

Serco Global Services Pvt Ltd
04.2007 - 04.2016

DNIIT -

NIIT

Bachelor of Arts -

D.G. Ruparel College

H.S.C -

D.G. Ruparel College

S.S.C -

Matunga Lions Pioneer English School

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Sanjoli Kumbhar