Sumender Peram
Operations Lead
Hyderabad
Summary
Results-driven and detail-oriented Operations Lead with a successful track record of optimizing operations in various industries. Skilled in increasing efficiency, reducing costs, and improving overall productivity. Experienced in staff training and development, process improvement, and project management. Strong leadership abilities and a proven ability to create a positive and collaborative work environment. Seeking to leverage skills and experience to drive continued success in a dynamic organization.
Overview
9
9
years of professional experience
Work History
Operations Lead
Wipro Limited
03.2022 - Current
- Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
- Initiating hierarchical escalation process as per the incident management process, including senior authorities and securing their support
- Working with internal stakeholders to ensure that field communications are updated, as necessary
- Planning of absence/missions/sick leaves/training of team members as well as roster management
- Advises senior management of any developments and action plans
- Responsible for end to end escalation management
- Managing a team of operations staff and providing guidance and support
- Developed and executed comprehensive training programs to enhance employees' skills and knowledge, resulting in reduced errors and improved customer satisfaction rates
- Collaborated with cross-functional teams to identify and implement innovative solutions, resulting in improved supply chain management
- Interact with Clients, Customers and other users of products to collect feedback
- Shortlist, interview and hire new employees for the team
- Overseeing day to day operational activities within the organization
- Generating reports and presenting findings to senior management to inform in decision making
Process Associate
Genpact Pvt Limited
10.2019 - 03.2022
- Managed all data related to daily, weekly, and monthly business reviews with Clients and Leadership Team
- Prepared and maintained KB documents for the process
- As a content moderator I am responsible for the user generated content submitted to an online platform which is Facebook and make sure that the content is in the right category, free from scams, does not include any illegal items and much more
- Conducted reviews and tracked performance of supervisors and team members Interacted with Training/Quality Teams to improve process performance
- Provided encouragement to team members, communicated team goals, and Conducted team meetings to update members on best practices and continuing expectations
- Answered team member questions, assisted with team member problems, and oversaw team member work for quality and guideline compliance
- Performed operations to meet deadlines and Managed a team of 20 associates for B2B, 24/7 client support
POD Lead
Teleperformance
07.2016 - 08.2019
- Served as a primary point of contact for issue escalation and special requests, ensuring timely resolution
- Conducted regular audits and monitored team performance to uphold quality standards and meet SLA requirements
- Assisted with performance evaluations and provided constructive feedback to team members
- Addressed team member feedback promptly and resolved any conflicts or issues Recognized and rewarded high performance and accomplishments within the team
- Collating the issues and reporting to incident management team with proper analysis and data
- Passing on the updates and clarifying doubts of the team
- Mentoring the team and helping them to identify potential issues
- Providing performance feedback to the team members on a weekly basis by conducting one on one
- Evaluating and comparing performance scores of team members
- Keeping a track of all the bugs raised and interacting with the management regarding the same
- Escalating the bugs and customer issues to the product specialist to provide the best services
Education
X11 - undefined
Kendriya Vidyalaya No.1 Golconda
GolcondaX - undefined
Kendriya Vidyalaya No.1 Golconda
GolcondaBachelor of Commerce - comp
Osmania University
Skills
MS Excel
PowerPoint
Word
communication skills
written communication
verbal communication
presentation skills
team management
issue resolution
leadership
coordination
Incident management
analysis skills
Timeline
Operations Lead
Wipro Limited
03.2022 - Current
Process Associate
Genpact Pvt Limited
10.2019 - 03.2022
POD Lead
Teleperformance
07.2016 - 08.2019
X11 - undefined
Kendriya Vidyalaya No.1 Golconda
X - undefined
Kendriya Vidyalaya No.1 Golconda
Bachelor of Commerce - comp
Osmania University