Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
LANGUAGES
Awards
Timeline
Generic
Sonu Samuel

Sonu Samuel

Bengaluru

Summary

Exceptional Operations Team Leader understands how to motivate, plan, track, and monitor the achievement of operational goals. Possesses seasoned abilities in identifying operational issues and the methods to address them. The customer is the primary stakeholder and the client's satisfaction is the primary objective. Adept at identifying and eliminating inefficiencies, reducing costs, and improving operational performance. Able to quickly analyze and adapt to changing business conditions. Results-oriented team leader with a successful track record of managing teams, streamlining processes, and delivering results. Experienced in developing and executing strategies to increase productivity and profitability and skilled in utilizing data-driven insights to identify areas for improvement and ensure customer satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Operations - Team Leader

Carelon Global Solutions
06.2023 - Current
  • Experienced Health care BPO Professional with 13 + years in Operations. Proven track record in leading high performing teams, improving process efficiencies, and ensuring SLA adherence. Besides, strong knowledge in HIPAA compliance as well.
  • Strategized with leadership to stay ahead of changing customer needs and labor planning concerns.
  • Implemented cost-saving initiatives to reduce overhead costs.
  • Developed and maintained relationships with customers and vendors for successful project completion.
  • Proactively dictate the concerns in the process and rectify them on a priority basis for smooth functioning.
  • Coordinate with clients for the betterment of the system.

Operations Team Leader

Cognizant Technologies Ltd
01.2018 - 06.2023
  • Identified operational issues and devised goals and plans to address them.
  • Assigned tasks to individuals and helped them to complete them on time.
  • Handling client calls and managing the Team.
  • Attend the calls of the customers and support them in overhauling the issue.
  • Monitored progress within each associate toward goal attainment, utilizing measurable data in spreadsheet applications.
  • Achieving the client's Production and Quality targets.
  • Analysis of Quality issues and resolving them on time.
  • Conducted analysis of progress and held monthly meetings regarding goals and tasks.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Maintains zero tolerance policy for the satisfaction of all partakers.

Process Analyst

Accenture services private ltd
02.2012 - 12.2017
  • Well point (WGS-WellPoint Group System, California).
  • Met target in terms of Production and Quality.
  • Exceeded all client metrics.
  • Top performer in the Team.
  • Supported Team with the subject as well as trained new associates.
  • Conducting huddles in the Team regarding the process.
  • Utilized advanced problem-solving skills to identify the root cause of customer inquiries and resolve issues quickly and efficiently.
  • Collaborated with other departments on projects involving customer accounts or transactional processing.
  • Adhered to strict confidentiality protocols when dealing with sensitive information.

Education

MBA - Operations Management

Madras University
Chennai
01.2015

Bachelor of Science - Biochemistry

ALPHA ARTS AND SCIENCE COLLEGE
CHENNAI
03-2011

Higher Secondary - undefined

M.K.G.A.M Pathanamthitta
01.2008

S.S.L.C - undefined

St. Stephen's school
01.2006

Skills

  • Project Development
  • Process Improvement Strategies
  • Pilot project establishment
  • Training and development
  • Capacity planning
  • Quality controls
  • Industry expertise
  • Stakeholder management

Accomplishments

    Lean Six Sigma Black Belt Certified.

    Lean Six Sigma Green Belt Certified.

    Manager as a Career coach certification completed.

    Participated in MECP training .

Certification

  • I got certified with Lean Six Sigma Black belt.
  • I got certified with Lean Six Sigma Green belt.
  • Certification done as a “Manager as a career coach”
  • Scrum Master training and basic level test certification accomplished.

LANGUAGES

English Fluent
Hindi Fluent
Tamil Fluent
Malayalam Fluent

Awards

Best employee of the organization, Good shepherd awards

Timeline

Operations - Team Leader

Carelon Global Solutions
06.2023 - Current

Operations Team Leader

Cognizant Technologies Ltd
01.2018 - 06.2023

Process Analyst

Accenture services private ltd
02.2012 - 12.2017

Higher Secondary - undefined

M.K.G.A.M Pathanamthitta

S.S.L.C - undefined

St. Stephen's school

MBA - Operations Management

Madras University

Bachelor of Science - Biochemistry

ALPHA ARTS AND SCIENCE COLLEGE

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Sonu Samuel