Susanta Kumar Satapathy
Bangalore
Summary
Dynamic operations leader with extensive experience at Concentrix, excelling in strategic planning and team management. Proven track record in enhancing performance metrics and driving employee engagement. Skilled in quality control and conflict resolution, fostering a collaborative environment that boosts productivity and service excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr.Team Leader Operations
Concentrix
01.2022 - Current
- Contributed to setting, auditing, and improving standard work processes while problem solving.
- Managed team workload distribution and structure to maintain consistent performance levels.
- Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.
- Provide feedback on employee and/or team performance to the Manager.
- Executed supplementary assignments directed by manager to optimize workflow.
Team Leader Operations
Concentrix
01.2018 - 01.2021
- Set performance goals, delegated tasks, motivated members, provided feedback, resolved conflicts, and monitored key metrics (KPIs) to drive operational success.
- Guided, supported, and managed team to achieve specific organizational goals.
- Strengthened connection between management and staff to enhance collaboration and communication.
SME
Concentrix
01.2015 - 01.2018
- Resolved escalations as process expert, overseeing KPIs to maintain customer satisfaction.
- Collaborated with cross-functional teams to improve service delivery standards.
- Led knowledge-sharing sessions to educate teams on best practices.
- Developed training materials to enhance staff understanding of processes.
Technical Support Advisor
Concentrix
09.2014 - 01.2015
- Resolved technical issues for customers via phone and chat support.
- Handled inbound calls to resolve critical issues for team members, ensuring timely support.
- Guided users through troubleshooting steps to enhance product usability.
- Documented customer interactions and solutions in the support database.
Education
MBA - HRM
Allagappa University
01-2025
B.Com -
Gitam University
01-2021
10+2 -
Deccan College
Skills
- Strategic planning and process management
- Quality control and compliance
- Training and development
- Service operations and vendor management
- Team management and employee engagement
- Grievance handling and conflict resolution
- Reward and recognition strategies
- Identifying improvement areas and attrition control
- SLA management
- Performance metrics
Personal Information
Date of Birth: 02/16/91
Certification
- HubSpot Sales Hub Software
- HubSpot Reporting
Proficiency Forte
- Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction.
- Mapping client's requirements; assisting in developing, implementing and transitioning processes in line with the guidelines specified by the client.
Career Statement
To find a challenging position to meet my competencies, capabilities, skills and experience to grow within the dynamics of the corporate and add value to the Organisation.
Timeline
Sr.Team Leader Operations
Concentrix
01.2022 - Current
Team Leader Operations
Concentrix
01.2018 - 01.2021
SME
Concentrix
01.2015 - 01.2018
Technical Support Advisor
Concentrix
09.2014 - 01.2015
MBA - HRM
Allagappa University
B.Com -
Gitam University
10+2 -
Deccan College