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

Sherly Sangeetha Patrick

Bangalore

Summary

Dynamic Team Lead at Accenture with a proven track record in content moderation and process improvement. Expert in stakeholder engagement and quality management, driving teams to achieve goals and enhance customer experience. Recognized for leadership excellence, including multiple awards for team performance and training development. Committed to delivering impactful results through effective communication and critical thinking.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Team Lead

Accenture
10.2023 - Current
  • Content Moderation for a Social Media Platform (Team validates the profiles on the platform for malicious activities and label them for AI learning)
  • Work cooperatively to enable the execution of delivery or product work by creating, implementing and managing a program office function.
  • Engage key stakeholders and participate them on monitoring and reporting progress.
  • Wide latitude in decision making and determination of objectives and approaches to critical assignments.
  • Manage large complex teams and or work efforts ensuring high levels of quality.
  • Preparing the analysis, identifying process improvement insights and presenting the same to the Client.

Team Lead

Accenture
08.2018 - 01.2023
  • Content Moderation for a Social Media Platform (Team reviews live ads posted on the media and classify which the AI has failed)
  • Work cooperatively to enable the execution of delivery or product work by creating, implementing and managing a program office function.
  • Engage key stakeholders and participate them on monitoring and reporting progress.
  • Wide latitude in decision making and determination of objectives and approaches to critical assignments.
  • Manage large complex teams and or work efforts ensuring high levels of quality.

Process Trainer

Accenture
08.2014 - 07.2015
  • GP help SmartBuy Domain (Part of Global Procurement team to support enquiries related to Procurement tool called SmartBuy on Ariba platform)
  • Schedule and conduct process training sessions for the new hires.
  • Creation and maintenance of process documents.
  • Involved in process simplification and new transition.
  • Schedule and conduct refresher training for the Team.
  • Did quality check and worked on the corrective and preventive action for the team.
  • Was awarded Best Trainer once.

Team Lead

Accenture
09.2011 - 08.2014
  • GP help SmartBuy Domain (Part of Global Procurement team to support enquiries related to Procurement tool called SmartBuy on Ariba platform)
  • Contingent Labor Domain (Part of Global Procurement team to support enquiries related to a tool called SmartLabor that supports employment of Contingent labors on Fieldglass platform)
  • Drive the team towards achieving their individual goals as well as the team goals.
  • Handled escalation and provided solutions to difficult issues.
  • Monitoring and presenting the metrics to the client as per the requirement.
  • Hand holding non performing agents towards improvement.
  • Identify and guide eligible agents for the next role.
  • Schedule and conduct team meeting regarding updates and team dashboard.
  • Did quality check for the team.
  • Led my team in winning Best Team award twice.
  • Awarded Best Team Lead twice.

Senior Process Associate

Accenture
11.2009 - 09.2011
  • Procurement CRC (Part of Customer Response Center team to support enquiries related to Procurement tool called SmartBuy on Ariba platform)
  • Compass (Part of Customer Response Center team to support enquiries related to Procurement tool called Compass for EDS employees)
  • Handled Minor Escalations.
  • Supported the leads with reports and analysis.
  • Help new hires by the buddy system.
  • Extracting reports for Compass.
  • Worked under BCP situations.
  • Key contributor for the Compass Process (Pilot process).
  • Won the Best Buddy once.

Primary Process Associate

Accenture
06.2008 - 11.2009
  • Procurement CRC (Part of Customer Response Center team to support enquiries related to Procurement tool called SmartBuy on Ariba platform)
  • Process enquiries from HP employees through email, phone and chat on the tool usage, order information and assist users in creating orders through this tool.
  • Work with the supporting teams for processing orders, technical and application issues with the tool within our scope.
  • Achievements
  • As a result of quality checks done was able to reduce the number escalation.
  • Was able to successfully implement the self-help initiative.
  • Had created a self-help document for the operations team which reduced the enquiry from this team.
  • Was able to improve the Total Customer Experience through the analysis of the surveys taken by the customers (analysis on the comments both positive and negative).

Education

B.Sc. -

Mount Carmel College
Bangalore
01.2007

PUC -

Jyothi Nivas College
Bangalore
01.2004

SSLC -

St. Charles High School
Bangalore
01.2001

Skills

  • Content moderation
  • Process improvement
  • Data interpretation
  • Team leadership
  • Training development
  • Effective communication
  • Data-driven decisions
  • Performance management
  • Cybersecurity risk assessment
  • Productivity assessments

Accomplishments

  • Received Encore Star of Business award for H2, FY25
  • Received Client award for Exemplify client-centricity in FY25 Q3
  • Recognized as Cyber Champions in month of July'25
  • Received Encore A Team award for H2, FY24
  • Received Encore Star of Business award for Q4, FY22

Certification

  • Currently completing an MBA with a specialization in operational research

Languages

  • English
  • Hindi
  • Tamil
  • Kannada

Hobbies and Interests

  • Reading
  • Music
  • Gardening
  • Traveling

Personal Information

  • Father's Name: Patrick D’Souza
  • Spouse's Name: Agnel Royan
  • Date of Birth: 09/23/84
  • Gender: Female
  • Nationality: Indian
  • Marital status: married
  • Married Date: 27/04/13

Languages

English
First Language

Timeline

Team Lead

Accenture
10.2023 - Current

Team Lead

Accenture
08.2018 - 01.2023

Process Trainer

Accenture
08.2014 - 07.2015

Team Lead

Accenture
09.2011 - 08.2014

Senior Process Associate

Accenture
11.2009 - 09.2011

Primary Process Associate

Accenture
06.2008 - 11.2009

B.Sc. -

Mount Carmel College

PUC -

Jyothi Nivas College

SSLC -

St. Charles High School

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Sherly Sangeetha Patrick