Summary
Overview
Work History
Education
Skills
References
Affiliations
Certification
Languages
Accomplishments
Timeline
Generic

Sucheth K B

Coorg

Summary

Results-driven Operations Team Lead recognized for high productivity and efficient task completion. Skilled in strategic planning, process optimization, and team management to ensure operational excellence. Excel in communication, problem-solving, and leadership, fostering teamwork and driving projects to successful completion. Adapt at navigating complex challenges with focus and precision to deliver outstanding operational results.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Operations Team Lead

Accenture Solutions Private LTD
Bangalore
12.2022 - 01.2025
  • Led and supervised multiple teams of 20+ agents, consistently achieving operational goals and fostering a positive, high-performance environment.
  • Facilitated daily huddles, summarizing achievements, providing updates, and setting goals to boost team alignment and performance.
  • Collaborated with team members to ensure SLA adherence, optimizing operational efficiency and meeting performance benchmarks.
  • Monitored daily attendance for 100% compliance with company policies, significantly reducing absenteeism.
  • Validated fortnightly timesheets for accuracy, ensuring full compliance with attendance regulations.
  • Served as the primary POC for tools and technology-related issues, resolving challenges quickly to minimize downtime.
  • Provided real-time support to agents, collaborating with stakeholders to resolve technical issues and reduce workflow disruptions.
  • Prepared weekly Tool Downtime reports, helping management assess lost production hours and optimize resource allocation.
  • Spearheaded client training and compliance e-learning, achieving near 100% on-time completion, enhancing workforce skills.
  • Collaborated with training teams to develop and distribute monthly PKTs, ensuring agents’ knowledge stayed up-to-date.
  • Managed Score Card processes, ensuring data accuracy and timely release by coordinating with team leads and the governance team.
  • Automated Score Card delivery, reducing manual work and improving data accuracy for monthly evaluations.
  • Conducted weekly RCAs on quality errors, identifying trends and providing actionable insights to improve QA scores and performance.
  • Managed PIP candidates, providing weekly feedback and action plans that led to improved performance and goal achievement.
  • Oversaw mentor and SOC support, ensuring efficient allocation without impacting daily operations and fostering agent development.
  • Collaborated with Operations Lead to schedule monthly shift rosters, ensuring optimal staffing and maximum operational efficiency.
  • Achieved 95%+ QA scores by implementing an internal buddy program to facilitate knowledge sharing and peer learning.
  • Conducted time and motion studies for new sub-processes, streamlining workflows and improving team productivity.
  • Contributed to weekly business reviews, providing insights and stepping in to support team performance when needed.
  • Managed Rewards and Recognition programs during monthly town halls, boosting employee engagement and morale.
  • Documented detailed process guides for new policies and updates, ensuring agent understanding and adherence.
  • Hired and onboarded 10+ high-performing agents, accelerating their development and ensuring quick integration into the team.

Trust & Safety Ads Quality Assurance Analyst

LinkedIn
Bangalore
09.2021 - 12.2022
  • Conducted quality audits on ad reviews by the operations team, ensuring adherence to standards.
  • Participated in stakeholder calls regarding policy and ad operations to align strategies and address issues.
  • Provided regular audit feedback to operational ad reviewers, driving continuous improvement and adherence to guidelines.

Fraud Investigation Specialist

Amazon Web Services (AWS)
Bangalore
04.2019 - 04.2021
  • Investigated 200+ AWS accounts daily, handling fraud checks, account compromises, and customer support via emails, tickets, and SIMs, ensuring prompt resolution and fraud risk mitigation.
  • Trained operations team on SOPs with Q&A sessions, improving site quality metrics and reducing Second Opinion requests by 25%.
  • Identified process gaps from feedback, updating 6+ SOPs for improved efficiency.
  • Mentored new hires, ensuring 100% productivity and quality during onboarding.
  • Enhanced the Advisor-Investigator Assistance Program, improving investigator efficiency and case quality through SIMs.
  • Created self-learning tutorial materials, reducing training and operational costs by enabling independent learning.
  • Developed and implemented the Customer Call Back Queue, reducing card safeguarding time and improving resolution time by 24 hours, resolving 100 more accounts/day.
  • Specialized in complex fraud investigations, supporting Ops Managers and internal teams for precise case resolutions.
  • Handled priority escalations, meeting 15-minute ETA for urgent requests, improving customer satisfaction.
  • Managed quarterly shift rollovers, ensuring smooth transitions and optimal staffing.
  • Led daily team huddles, driving communication and alignment to meet goals.
  • Expert in analyzing Modus Operandi (MO), identifying fraud patterns and improving fraud prevention.

Senior US ERC Associate

Amazon
Bangalore
07.2018 - 02.2019
  • Provided HR support for the U.S. employees via phone, addressing inquiries, and resolving issues.
  • Mentored new hires and associates on the floor, offering process guidance and support.
  • Acted as a Quality Auditor, conducting call audits to ensure process compliance and quality standards.

Tax Analyst

Ernst & Young (EY)
Bangalore
07.2017 - 06.2018
  • Audited U.S. client financials, investigating fraud and assessing associated risks.
  • Prepared tax returns for U.S. corporate and partnership firms, ensuring compliance with regulations.
  • Reviewed new employees’ assignments as the first-level reviewer, ensuring accuracy and quality.
  • Conducted research and analysis on state-to-state U.S. tax rules and regulations for timely updates.

Associate Data Analyst

Zyme Solutions Private LTD.
Bangalore
09.2015 - 10.2016
  • Executed data analysis of indirect sales channels within Supply Chain Management.
  • Validated credibility of data from distributors and retailers through thorough research.
  • Conducted Root Cause Analysis to assess and mitigate errors in data for new clients.
  • Acted as operational representative, facilitating communication among departments and operations teams.
  • Led training sessions for associates on tool usage and technical functionalities.

Education

B.COM - Commerce

Sri Mahaveera College
Moodbidri
03-2015

Commerce

Cauvery PU College
Coorg
04-2011

High School Diploma -

St. Anne’s High School
Coorg
03-2008

Skills

  • Leadership and Team Management
  • Communication and Collaboration
  • Process Improvement
  • Conflict Resolution
  • Strategic Planning
  • Stakeholder Management
  • Problem Solving
  • Resource allocation and Scheduling
  • Performance Management
  • Quality Assurance
  • Root Cause Analysis
  • Standard Operating Procedures (SOPs)
  • Fraud Investigation
  • Microsoft Office Suite (Excel, Word, PowerPoint)

References

References available upon request.

Affiliations

  • Cricket enthusiast, Script writing, Biking, Choreography, Cooking, Meditation, Night drives, Reading novels

Certification

  • The Ultimate Guide to Money Laundering and AML Compliance
  • AMCAT Certified Accounting Professional
  • National Cadet Corps (NCC) 'B' Certificate

Languages

Kannada
First Language
English
Proficient (C2)
C2

Accomplishments

  • District-level rank holder in PUC
  • Cultural Secretary & HRD Sessions Coordinator - Graduation Level
  • University-level Cricketer.
  • NCC Cadet.
  • Dance Choreographer (Owned a crew).
  • Acted in University level novel-based play, under the tag of 'Ranga Bharathi'.
  • Head of the overall students’ welfare association at Pre-University level

Timeline

Operations Team Lead

Accenture Solutions Private LTD
12.2022 - 01.2025

Trust & Safety Ads Quality Assurance Analyst

LinkedIn
09.2021 - 12.2022

Fraud Investigation Specialist

Amazon Web Services (AWS)
04.2019 - 04.2021

Senior US ERC Associate

Amazon
07.2018 - 02.2019

Tax Analyst

Ernst & Young (EY)
07.2017 - 06.2018

Associate Data Analyst

Zyme Solutions Private LTD.
09.2015 - 10.2016

B.COM - Commerce

Sri Mahaveera College

Commerce

Cauvery PU College

High School Diploma -

St. Anne’s High School

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Sucheth K B