Vikas P

An accomplished Team Manager and process expert with over 5 years of experience in team handling, coaching and feedback, process improvement, sharing reports, training and reducing the process knowledge together with a master's degree in operations and marketing. High performing professional with a proven track record of accomplishments in exceeding business goals, enhancing efficiency, defect reduction and innovation.

• Best Lead Award – Q2 2019, Q4 2020
  Recognized for exceptional leadership, multitasking, and driving team success across high-impact operational periods.
• Multi-Tasker Award – Q2 2019, Q4 2020
  Honored for balancing multiple priorities and leading cross-functional initiatives with efficiency and accuracy.
• Best Manager Award – Q3 2021, Q1 2022, Q2 2023
  Consistently acknowledged for outstanding team management, performance coaching, and maintaining high-quality delivery standards.
• GEM (Going the Extra Mile) Award – Q1 2024
  Awarded for exceptional ownership, initiative, and contributions beyond the scope of the role.

• Age: 33 yrs
• Father's Name: P.R.Palani
• Date of Birth: 07/15/88
• Gender: Male
• Marital Status: Married

• Proven operational leadership with a strong aptitude for streamlining workflows, optimizing quality, and driving high team performance in dynamic environments.
• Experienced in leading through change, adapting quickly to evolving business requirements while maintaining team alignment and performance.
• Recognized people manager, consistently awarded for fostering inclusive, high-performing teams.
• Champion of Responsible AI practices, leading prompt evaluation and correction workflows to support ethical LLM development.
• Contributor to cross-functional initiatives like Paragon workflow design, quality metric (QPA) ownership, and leave automation proposals.
• Strong collaboration and mentorship skills, having supported partnered sites in Chennai, Mumbai, and the Philippines through onboarding, best practice sharing, and performance uplift.
• A culture builder, passionate about coaching, recognition, and creating transparent, feedback-rich team environments.

• Chat Quality Assessment Initiative – CRS
  Launched a structured quality assessment program for chat support in CRS, standardizing evaluations and improving case handling consistency.
  Outcome: Helped identify recurring gaps and improved coaching effectiveness for associates.
• End-to-End (E2E) Project – CRS
  Piloted and drove the E2E initiative to streamline the customer resolution process from intake to final outcome.
  Outcome: Improved customer experience and reduced case reopens through clearer ownership and case flow visibility.
• QPA (Quality Performance Analysis) Metric – LCI
  Currently leading the QPA metric in LCI to enhance the visibility of team performance through deeper analysis of quality scores.
  Outcome: Enabled more targeted coaching and data-driven decisions for performance improvement.
• Leave Automation Proposal – ML Data Ops
  Proposed a first-come-first-serve leave auto-approval system for 5% shrinkage to reduce manual dependency and improve planning efficiency.
  Outcome: Highlighted potential for operational automation and better time management for capacity managers.
• People Leadership & Team Structuring
  Transitioned into a manager-of-managers role overseeing team managers and a 25+ member team in ML Data Ops.
  Led performance reviews, succession planning, and associate upskilling with a focus on responsible AI workflows.

The information shared in this resume is solely intended to showcase my professional experience and capabilities. It does not disclose any confidential, proprietary, or internal information of my current or past employers.