SELVIN V
Hyderabad
Summary
Dynamic Team Lead with extensive experience at Cognizant Services, excelling in client communication and process improvement. Proven track record in motivating teams and enhancing productivity through effective leadership and strategic resource management. Adept at resolving escalations and fostering a positive work environment, driving performance to achieve organizational goals.
Overview
11
11
years of professional experience
Work History
Lead - Team Lead
Cognizant Services
11.2022 - Current
- The US healthcare process under CRS leads to medical coding. Our process to receive the intent from the client and code accordingly and get the drug available from the effective date.
- Maintained daily inventory to facilitate successful material distribution.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
- Motivated team members through recognition programs and performance-based incentives.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Organized client meetings to provide project updates.
Lead - Team Lead
Sutherland
07.2020 - 04.2022
- Company Overview: Digital Transition & Business Process Services
- Drive Productivity, transaction, analysis, Calibration, Escalation RCA, publish Weekly Dashboard and Coaching compliance
- I have handled the team size of 25-30 people as a Team lead with 2 years of experience
- Responsible for all people metrics deliverable, identifying possible attrition and minimizing shrinkage being the top priority
- Responsible for resource planning and capacity management to ensure optimum utilization of resources and maximum productivity
- Administrate monthly and annual reviews to direct reports and set clear measurable goals, action plan and follow-up procedures
- Driving performance of the team by creating a positive work atmosphere
- Regular communication and engagement with senior management, cross-team coordination, project management and presenting business update/reviews to internal and external stakeholders
- Managing pilot waves for multiple channels and transitioning the newcomers into full-time productive resources to effectively manage process ramp
- Engaging in continuous learning and development opportunities to promote continued performance improvement
- Effectively handling process/client escalation and formulate action plans to take preventive measures to alleviate risk involved
- Responsible for identifying the defaulters in a team who drop the score repeatedly and conducting one-on-one meetings every day to improve their score to meet the target
- Responsible in Updating Clients when there is a drop in service delivery
- Digital Transition & Business Process Services
SME
12.2016 - 06.2019
- Worked with the team to meet targets and timelines set by the clients, Motivated the FLAs to maintain a positive work environment and extract the best out of the team
- Implement associate coaching and suggest process improvement ideas and audits which helps them to avoid process lag
- Manage teams during ramp/peak and was responsible for their performance and shrinkage/attrition
- Analyze metrics, identify performance trends, and report data to management
- Prepare reports and analysis on floor performance (RCA) and present it to the internal stakeholders
FLA (Front Line Associate)
08.2014 - 12.2015
- Handle front line contacts for one of the biggest retail organizations in the world and cater to customers in the United Kingdom (Amazon Process)
Education
Bachelor of Engineering - CSC
S.K.P Engineering college
Tiruvannamalai01.2014
HSE State Board -
Cluny Matric Higher Sec school
Devikapuram01.2010
SSLC - CBSE
Cluny Matric Higher Sec school
Devikapuram01.2008
Skills
- MS Office
- Client communication
- Leadership
- Process
- Development
- People Management
- Mentoring
- Client Interaction
- Flexible & Adaptable
- Customer service
- Process improvement
Accomplishments
- Received Best SME award for 6 quarters, 2016-2019
- Received Shining star of the year in 2020 from client., 2020
- Received best consultant award for 5 quarters, 2015-2016
- Trained in both Voice and Non-Voice process with 9 Years of Experience.
Skills Languages
MS Office, Leadership, Process Development, People Management, Mentoring, Client Interaction, Flexible & Adaptable, English, Conversational, Tamil, Conversational
Timeline
Lead - Team Lead
Cognizant Services
11.2022 - Current
Lead - Team Lead
Sutherland
07.2020 - 04.2022
SME
12.2016 - 06.2019
FLA (Front Line Associate)
08.2014 - 12.2015
Bachelor of Engineering - CSC
S.K.P Engineering college
HSE State Board -
Cluny Matric Higher Sec school
SSLC - CBSE
Cluny Matric Higher Sec school