Sreedas P

• Spearheaded governance of Azure and AWS support operations throughout India, APAC, and Middle East.
  Guaranteed timely incident resolution while adhering to SLAs and enhancing service quality.
  Achieved cost optimization by decreasing SDM and PRH hours without affecting service standards.
  Performed regular reviews to monitor delivery performance and define actionable improvements.
  Established strong client relationships to improve satisfaction rates and promote retention strategies.
  Communicated effectively during incidents to set expectations with clients through regular updates.
  Supervised high-priority incident management alongside problem resolution in cloud environments.
  Guided a team of cloud support engineers through onboarding processes, training sessions, and performance assessments.

• Collaborated with cross-functional teams to address customer issues and enhance promotional strategies.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
• Utilized various software and tools to streamline processes and optimize performance.
• Achieved cost-savings by developing functional solutions to problems.

Designed and executed scalable operations strategy for fintech service delivery in contact center.
Managed back-office projects for ESAF and Esmaco portfolios, ensuring compliance with regulations.
Established banking support operations for ESAF in Bangalore, scaling team to over 20 FTEs.
Maintained regulatory standards during core banking service delivery processes.
Developed and institutionalized SOPs aligned with banking governance frameworks.
Ensured operational transparency and readiness for audits across all workflows.
Executed training programs enhancing fintech processes and essential soft skills for team development.
Optimized third-party vendor relationships to boost performance and ensure compliance.

• Profile: Advertising & Signage solutions, B2B Enterprise sales and Project Management/Digital Signage & Interactive Display solutions/Signage design, manufacturing and installation.
• Led strategic initiatives to enhance organizational performance and operational efficiency.
• Collaborated with cross-functional teams to align goals and drive project success.
• Managed budgets, ensuring effective allocation of resources across departments.

• Oversaw nationwide contact center operations for post-sales support, managing over 1500 FTEs through vendors.
  Directed multi-channel operations including voice, chat, email, and social media in diverse regions.
  Standardized operational processes across partner sites to ensure consistent service quality.
  Created tailored training programs for new hires and experienced agents to bridge skill deficiencies.
  Built a strong QA framework featuring defined scorecards and continuous coaching interventions.
  Executed VOC strategies and journey mapping to eliminate friction points in customer experiences.
  Established real-time feedback mechanisms to address customer dissatisfaction promptly.
  Conducted regular analysis of competitors' performances to inform strategic enhancements.

• Ensuring high-quality customer experience, analyzing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs and work processes.
• Setting quality standards for various operational areas and ensuring adherence to quality standards by conducting quality audits & calibrating the scores with quality team.
• Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
• Planning targets, monitoring them and ensuring achievement of overall targets on daily, weekly & monthly basis as well as conducting appraisal and one-to-one interviews.
• Transitioned a UK and USA based technical process with HCL Technologies BPO Services (AT&T & BT)
• Conceptualizing & developing need - b a s e d training modules for developing multi skilled workforce for cross utilization within sub processes for optimum efficiency.
• Reviewing, evaluating and updating training modules as needed, and communicating the changes to the client
• Training Program Manager.
• Responsible for delivery of training in class, based on requirement & assess training needs for new and existing staff.
• Liaising with the Operations to understand the training needs.
• Evaluating the quality of training delivered using feedback to check the effectiveness and ensure quality and consistency of training.
• Skill Set Summary:
• BPO Operations & Team Management.
• Process Training & Project Transitions
• Process Quality & Compliance audits
• COPC & Six sigma exposure