Saurabh Shukla
Summary
Results-driven Team Lead known for exceptional productivity and efficient task completion. Specialize in team coordination, conflict resolution, and strategic planning. Excel in communication, leadership, and problem-solving, ensuring seamless operations and project success.
Overview
8
8
years of professional experience
Work History
Team Lead: Regulatory Compliance
Accenture Service Pvt. Ltd, Scam Operations
Bangalore
09.2017 - Current
- The work area involves the identification of any fraudulent or illegal activities happens in a disguised form on the Google’s platform being a market leader in payment services
- Roles & Responsibilities Guiding the implementation of strategies designed to achieve the planned goals
- Managing a team of 15+ employees and monitoring projects to ensure progress
- Leading a high-performing team through an exciting transition to build problem-solving, critical thinking, analytical and technical capabilities
- Providing mentorship, guidance, and career development to my team
- Decision Making according to report matrix of last quarter / year
- Monitoring content flow queues for variations and make adjustments as necessary to meet SLAs Communication of new change in policies, guidelines etc to team members
- Influencing team strategies through effective communication
- Helping team in getting adaptive to changed SOPs etc
- Running fun and engagement activities within team to build team bonding and their resiliency towards their assignments
- Serving as primary contact between various departments and other external partners/vendors to improve community guidelines, user experience as well as operational excellence
- Delivering training independently to the new joiners and work on the continuous performance improvement of team members.
- Evaluate needs of departments and delegated tasks to optimize overall production.
- Collaborate with other departments to develop effective solutions that meet customer needs.
- Analyse key performance indicators to identify effective strategies.
- Offer training and support to keep team members motivated and working toward objectives.
- Maintain open lines of communication with senior management, reporting team progress and challenges.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Provide leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Customer Service Analyst
Amazon TRMS
Gurgaon
- This profile required the identification and elimination of the fraud patterns and making the world biggest e-commerce platform safe for the users.
- Maintain up-to-date records of customer interactions and transactions.
- Promote available products and services to customers during service, account management and order calls.
- Prevent key account losses by researching discrepancies and correcting problems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Education
BBA -
Allahabad Agricultural
Institute Deemed University
Skills
- Project management
- Fraud detection
- Regulatory compliance
- Team building
- Problem solving
- Critical thinking
Timeline
Team Lead: Regulatory Compliance
Accenture Service Pvt. Ltd, Scam Operations
09.2017 - Current
Customer Service Analyst
Amazon TRMS
BBA -
Allahabad Agricultural
Institute Deemed University
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<ul> <li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li> <li>Department of Agriculture (USDA) and the U.S</li> <li>Department of Homeland Security (DHS)</li> <li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li> <li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li> <li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li> <li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li> <li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li> <li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li> <li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li> <li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li> <li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li> <li>Implemented quality control measures throughout each stage of a project's lifecycle.</li> <li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li> <li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li> <li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li> <li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li> <li>Trained junior staff on best practices for managing multiple projects simultaneously.</li> </ul> at Defense Contracting Activity, LLC<ul> <li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li> <li>Department of Agriculture (USDA) and the U.S</li> <li>Department of Homeland Security (DHS)</li> <li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li> <li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li> <li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li> <li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li> <li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li> <li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li> <li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li> <li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li> <li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li> <li>Implemented quality control measures throughout each stage of a project's lifecycle.</li> <li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li> <li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li> <li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li> <li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li> <li>Trained junior staff on best practices for managing multiple projects simultaneously.</li> </ul> at Defense Contracting Activity, LLC