Shankara Moorthy

Experience

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  Sitel Group

  Dec 2010 - Mar 2020

  • Have managed and lead the team with work from home model effectively balancing work and life• Identifies operational issues and devised goals to plan and address them.• Assigned tasks to individuals and departments.• Planning and implementing the staffing model• Divided tasks appropriately according to departments.• Monitored progress within each department toward goal attainment utilizing measurable data.• Conducted analysis of progress and held monthly meetings regarding goals and tasks.• Reviewed business plans and set goals for future.• Devised measurable and observable steps to achieving operational outcomes.• Coordinated departments to focus on goal plans.• Held monthly task completion contests to encourage staff. Show less • Developed training sessions, tools, guidelines, and programs for deliver to users and internal staff.• Random & Stratified Sampling to establish Corrective and Preventive Action Plan• Unified Approach on Coaching Process• Established Process Hygiene Monitoring and Publish Performance Score Card• Program performance trend analysis, Performance Stack Rank and Management• Product, Process and Consultant level Recommendations• Best Practice Identification & Benchmarking• Establish FMEA Process and Identify Process Loophole• Process Recommendation and Streamlining• Perform Quarterly Compliance audit & Compliance ISO• Perform MSV to ensure competency of people Show less Providing training to new hires on support, network/system usage, documentation, and quality standards.• Developed, tracked, and reported operational and performance statistics in a timely manner.• Conducted process trainings• Detail-oriented, efficient, and organized professional with extensive experience in resolving internet connection issues for wired computers.• Configuring Wireless connection in both Windows and Mac computers.• Remote assistance for E-mail configuration/troubleshooting in E-mail client and coaching on web mail.• Security services installation and troubleshooting. Show less

  • Operations Team Lead

    Dec 2016 - Mar 2020

  • Quality Assurance Processional

    Feb 2015 - Dec 2016

  • Technical Solution Representative

    Dec 2010 - Feb 2015
• 

  Cognizant

  Mar 2020 - now

  Team Manager

  Client Management:• Member of Transition team for pilot project and created structured support model, Escalation model and automation designs• Leading the Operations and Business meetings with various stake holders on Delivery, Automation and continues improvement program• Managing both the operations process, embracing design, planning, control, performance improvement, and operations strategy.• Governance and process documentation on ISO Audits related to EHS reporting, Skill matrix, Risk management• Process & Knowledge Management compliance along with meeting client and internal commitments• Onboarding and Access management for new hires by coordinating with different stakeholders• Been part of Product development team in testing Beta versions across various platforms and provide feedback before product launch• Identifying and reporting real-time issues of new launch to Product development team with quantitative dataService Management:• Monitoring and managing IT services desk, and VIP support functions to ensure optimal service• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery• Developing a deep understanding of projects to gain insights into the scope of service delivery Show less