Subhomoy Paul
Kolkata
Summary
Dynamic Team Lead with a proven track record at Carelon Global Solutions, excelling in performance improvement and strategic planning. Expert in automation implementation and conflict resolution, I have successfully enhanced team productivity and customer satisfaction. Passionate about coaching and mentoring, I thrive on delivering impactful solutions that drive operational excellence.
Overview
4
4
years of professional experience
Work History
Team Lead
Carelon Global Solutions
New Delhi
03.2025 - Current
- Developed strategies that boosted team productivity and enhanced customer service levels.
- Provided leadership to team members, ensuring timely completion of high-standard tasks.
- Collaborated with departments to create effective solutions addressing customer needs.
- Conducted performance appraisals, delivering constructive feedback to identify improvement areas.
- Identified process improvement opportunities and implemented necessary changes.
- Assisted manager in developing plans for future projects and initiatives.
- Resolved escalated customer complaints promptly and efficiently.
- Oversaw training programs to enhance team skills and knowledge.
Operations Team Lead
Wipro Limited
Kolkata
10.2021 - 03.2023
- Led Medicare reconsideration queue for over one year, ensuring efficient operations.
- Managed ITS Queue and Medicare Reconsideration, maintaining high standards across both queues.
- Conducted root cause analysis to identify deficiencies and implement effective solutions.
- Evaluated team member performance, providing constructive feedback and corrective actions.
- Established internal operational standards and productivity targets to enhance efficiency.
- Identified automation opportunities within account processes to streamline operations.
- Assisted customers with inquiries and issues to foster brand loyalty and strong relationships.
- Identified areas for improvement in processes, procedures, tools, and technologies used by the operations team.
Associate
Wipro Limited
Kolkata
- Served as claim adjudicator for United Health Care under Wipro Banner.
- Built relationships with customers by providing friendly customer service.
- Ensured compliance with company safety regulations at all times while on the job.
- Adapted to varied hours to meet dynamic business needs.
- Processed diverse claim types across commercial and government sectors, focusing on inpatient services.
- Coached team members in floor support roles while training new hires effectively.
Quality Analyst
Wipro Limited
Kolkata
- Provided regular updates to leadership on quality metrics, addressing consistency problems and production deficiencies.
- Provided thorough documentation on all quality control activities and results.
- Developed monthly and quarterly statistical reports for leadership and quality improvement initiatives.
- Analyzed quality and performance data to enhance operational decision-making processes.
- Maintained comprehensive quality assurance documentation at account level to ensure compliance.
- Updated inspection journals and daily logs with quality-related data to track performance metrics.
- Led quality and external audit collaboration calls with clients, managing agendas and responses.
- Supported Quality Lead in automation initiatives, assuming responsibilities during absences.
Education
Bachelor of Commerce - Accounting
Calcutta University
01.2010
Higher Secondary Education -
West Bengal Boards of High Secondary Education
West Bengal, India01.2007
Secondary Education -
West Bengal Board of Secondary Education
West Bengal, India01.2005
Skills
- Customer service orientation
- Performance improvement
- Spreadsheet management
- Report preparation
- Quality assurance development
- Conflict resolution
- Strategic planning
- Collaborative problem-solving
- Automation implementation
- Coaching and mentoring
Timeline
Team Lead
Carelon Global Solutions
03.2025 - Current
Operations Team Lead
Wipro Limited
10.2021 - 03.2023
Associate
Wipro Limited
Quality Analyst
Wipro Limited
Bachelor of Commerce - Accounting
Calcutta University
Higher Secondary Education -
West Bengal Boards of High Secondary Education
Secondary Education -
West Bengal Board of Secondary Education
Similar Profiles
MADHAVI CHENGATUMADHAVI CHENGATU
Business Analyst at Carelon Global Solutions: Summitworks Technologies and UST GLOBALBusiness Analyst at Carelon Global Solutions: Summitworks Technologies and UST GLOBAL
Kapish Kumar AgarwalKapish Kumar Agarwal
Senior Associate at Carelon Global SolutionsSenior Associate at Carelon Global Solutions
NHELL CHRISTIAN E. DELA CRUZNHELL CHRISTIAN E. DELA CRUZ
Customer Care Representative II at Carelon Global SolutionsCustomer Care Representative II at Carelon Global Solutions
Sonu SamuelSonu Samuel
Operations - Team Leader at Carelon Global SolutionsOperations - Team Leader at Carelon Global Solutions
SATYARANJAN DEYSATYARANJAN DEY
Network Engineer at Tata Consultancy ServicesNetwork Engineer at Tata Consultancy Services