Debendra Tripathi

Experience

• 

  Intelenet Global Services I Private Limited

  Jul 2004 - Feb 2007

  • Sr. Customer Care Executive (Floor Support)

    Nov 2006 - Feb 2007

  • Customer Care Executive

    Jul 2004 - Oct 2006
• 

  Intelenet Global Services I Private Limited

  Mar 2008 - Jun 2012

  Quality Analyst (SME)
• 

  Intelenet Global Services I Private Limited

  Jun 2013 - Sept 2014

  Team Lead

  ● Supervised day-to-day operations of Operations team, including communication of priorities, adherence to staff plans, policies, and procedures, training, and executing strategies in all areas.● Monitored workflow to plan work schedules as per Service Level Agreements (SLA) and volumes forecasted to meet and exceed customer expectations.● Initiated weekly calls with the client to understand expectations, provide feedback and reports, and resolve queries or escalations.● Measured and reviewed team performance and productivity, providing one-on-one feedback, and conducting quarterly performance appraisals.● Managed team absenteeism, attrition, attendance & breaks, and participated in the recruitment of new team members as needed.● Collaborated with transport/IT team to resolve any shift-related issues and participated in client meetings, presentations, and workshops.● Prepared Plan of Action (POAs) for improving process quality and conducted team huddles to discuss issues, policy clarification, policy changes, and accuracy issues.● Audited quality management systems, reported nonconformances, determined root causes, and implemented solutions.● Transitioned new queues and platforms, achieved a win-win relationship with clients, and transformed the business from 90 FTEs to 170 FTEs in 2019.● Trained in STEP and COPC, acted as Compliance SPOC, assisting the RMAC team in all compliance-related activities, and SEED SPOC, working with the TT Team to arrange courses that employees need to pursue.➤ Specialties: Operations Management, Continuous Improvement, Quality Assurance, Resource Allocation, Stakeholder Management, Compliance Management, Strategic Planning, & Problem-Solving Show less

• 

  Accenture in India

  Sept 2014 - now

  ● Managing and supervising a workforce of 120+ full-time employees across many shifts to ensure they consistently provide excellent service to customers and accomplish daily goals.● Reviewing delivery predictability with the Operations Lead on a regular basis and making adjustments as needed.● Collaborating with the account manager to create a strategy for expanding into new markets in order to meet established goals.● Discussing the team's progress towards the business plan's goals and implementing course corrections as necessary with management.● Finding new revenue streams within current service offerings, confirming their viability, and building a business case to present to key stakeholders.● Establishing the requirements for and approving the delivery of training to operational managers.● In charge of tracking and working to improve indicators like employee satisfaction and turnover.● Leading massive transformation programmes to help the partnership evolve in response to shifting market conditions.● Participating in proactive process improvement and new model creation with client stakeholders.● In-depth recommendations for transformation are developed after identifying performance gaps and best practises.● Management reporting and data handling for 3/3 and Operations Excellence.● Examining 3/3 and OE documents with an eye towards bettering SLA as a whole.➤ Specialties: Operations Management, Continuous Improvement, Quality Assurance, Resource Allocation, Stakeholder Management, Compliance Management, Strategic Planning, & Problem-Solving Show less

  • Team Manager

    Jun 2019 - now

  • Team Leader

    Sept 2014 - Jun 2019