Srujan M Sharmas
Group Team Leader
Hyderabad
Summary
Seeking for an opportunity to work with an organization that will provide a platform to utilize my technical skills & enrich my knowledge to help in the process of organizational & self-growth.
Reported as a Operations Team leader handling members for their coaching and feedback Have adequate knowledge of Service Quality, Operations and Customer Service. Mentoring and providing quick refresher and huddles when needed. Prospering with a work experience of 8.8 years overall from 8th June 2016. Adaptable and self-motivated in a fast moving environment and with the skills of a self-starter. Ability to achieve immediate and long-term goals and meet operational deadlines. Outstanding communication and management skills. Won awards for excellent performance in the organization.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Group Team Leader Operations
Tech Mahindra
Hyderabad
04.2023 - Current
- Managing 6 team leaders and ensure that all key metrics of performance as per the client SLA are met and exceeded
- Handling shrinkage and attrition of the process to meet day wise billing
- Taking care of escalations and preparing RCA for the same with action taken
- Fulfilling client requirements whenever needed to maintain and strengthen client relationship
- Send suggestions for the improvement and growth of process
- Streamlined processes for improved efficiency, leading to increased team output and customer satisfaction.
- Improved quality assurance measures, resulting in a significant reduction of errors and rework within the team.
Team Leader Operations
Tech Mahindra
Hyderabad
02.2020 - 03.2023
- Managing a team of 25 Associates and ensure that all key metrics of performance as per the client SLA are met and exceeded
- International process dealing with US clients having daily connect on zoom calls for performance review of team and get new updates
- Manage team performance and responsible for the overall development of the team
- Conducting daily team huddles and interacting with associates to motivate them on feedback sessions
- Handling escalations and preparing RCA for the same with action plan
- Handled both WFO and WFH situations in pandemic, taking care of system and client tool issues as well
- Won performance Awards like 'Team Leader of Quarter', 'Best Team Player' and Guru Award
Team Leader Operations
Hinduja Global Solutions
Hyderabad
04.2019 - 11.2019
- Managing a team of 20 Customer Service Representatives and ensure that all key metrics of performance as per the client SLA are met and exceeded
- Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation, Foster career advancement of the team members within the project or lateral movement
- Manage team performance and responsible for the overall development of the team
- Publish analysis trend/root cause analysis reports
- Manage & Strengthen Client Relationship
- Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools
- Managed a team with less attrition and shrinkage
- Send suggestions about the automation of process and areas of improvement based on the shadow sessions
- Sharing the Sandwich Feedback and Coach the CSR in terms of all metrics
Customer Relationship Officer and Supervisor
Hinduja Global Solutions
Bangalore
06.2016 - 03.2019
- Worked as a process associate in an Inbound call process
- Determining client needs and provide appropriate solutions
- Review recorded calls with the CSR's to ensure quality and knowledge to provide first call resolution
- Received awards for the best performance and excellent customer service on the floor
- Promoted from Customer Service executive to Team leader within short span of time
- Managed department call volume on number of calls per day and coordinated department schedules to maximize coverage during peak hours.
Education
B.Tech - Mechanical
Aurora's Engineering College
Bhongir 07.2010 - 07.2014
Intermediate - MPC
Narayana Jr College
Secunderabad 06.2007 - 05.2009
SSC -
St Patricks High School
Secunderabad 06.2006 - 05.2007
Skills
- People Management
- Performance Management
- Microsoft Excel
- Microsoft Office
- MS Word
- Microsoft Powerpoint
- Development of Team
- Team Working
- Scheduling
- Customer Relationship Management
- Root Cause Analysis
- Adaptability
Personal Information
- Father's Name: M H Sharmas
- Date of Birth: 06/01/92
- Gender: Male
- Nationality: Indian
Disclaimer
I hereby declare that the above furnished information is true to the best of my knowledge.
Certification
Lean Six Sigma Yellow Belt
Timeline
Lean Six Sigma Yellow Belt
11-2024
Group Team Leader Operations
Tech Mahindra
04.2023 - Current
Team Leader Operations
Tech Mahindra
02.2020 - 03.2023
Team Leader Operations
Hinduja Global Solutions
04.2019 - 11.2019
Customer Relationship Officer and Supervisor
Hinduja Global Solutions
06.2016 - 03.2019
B.Tech - Mechanical
Aurora's Engineering College
07.2010 - 07.2014
Intermediate - MPC
Narayana Jr College
06.2007 - 05.2009
SSC -
St Patricks High School
06.2006 - 05.2007
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