Suraj Pillai

• Oversaw daily operations, delegating tasks effectively to ensure smooth functioning of the Quality department.
• Identifying potential cost reduction programs, reporting them to the Sr Program managers and TPM's.
• Identifying Customer pain areas and providing scalable program changes or policy changes in compliance with the country specific legal laws, close looping them with technical team leading to update or change the policy.
• Analyze the Data from the quality audits performed by the Quality Analysts and report the compliance metric to the Operations team drive quality improvement metric.
• Prepare dashboards for all the quality related metrics requested by the Operations team.
• Lead Quality driven programs to improve the customer experience
• Work with Sr Program Managers for defect elimination in the process, stream line both the customer and customer service associates journey.

• Guided cross-functional teams for enhanced project outcomes.
• Oversaw departmental budgets to align spending with strategic objectives.
• Mentored junior managers for future leadership roles.
• Facilitated training sessions for skill enhancement and professional growth.
• Optimized resource allocation by identifying underutilized assets and reallocating them effectively within the organization.
• Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for Team Managers.
• Drove organizational change initiatives that resulted in streamlined operations, improved employee morale, and increased efficiencies throughout the group.
• Championed a culture of continuous improvement within the department, encouraging innovation and creative problem-solving among staff members.
• Implemented training programs to improve staff skillsets, enhancing overall productivity and job satisfaction.
• Led cross-functional teams to achieve project milestones, ensuring timely completion and adherence to budget constraints.
• Initiated process improvements that led to reduced costs while maintaining or improving quality standards.
• Streamlined internal communication channels, fostering collaboration and improving overall team performance.
• Cultivated a supportive work environment by addressing employee concerns promptly and implementing policies that promoted work-life balance.

• Led employee relations through effective communication, coaching, training, and development.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Analyzed team performance metrics to identify areas for growth.
• Coordinated cross-departmental projects to achieve common goals.
• Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
• Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.

• Oversaw daily operations, ensuring timely completion of tasks while maintaining exceptional quality standards.
• Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
• Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.
• Led a high-performing operations team, focusing on continuous improvement and employee development.
• Reduced operating costs by identifying areas of waste and implementing cost-saving measures.

• Lead a Team of 20 HC conducted regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
• Managed high-performing customer service team, consistently exceeding company performance benchmarks.
• Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
• Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.

• Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
• Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
• Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
• Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
• Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.

Worked as Customer Service Associate helping customers from North America in resolving their queries to their satisfaction.

• Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
• Developed strong rapport with customers and created positive impression of business.

Worked as Tech Support Associate for client HP (Hewlett - Packard) helping their customers with technical issues both hardware and software on their Laptops and Mini Laptops. Responsibility was to document the issues, troubleshoot and help resolve the technical issue to customer satisfaction.

Top E-learning company in India which creates innovative and student friendly computer based learning products.

Worked as an Associate for marketing and Tech support departments.