Sudheesh S

Experience

• 

  Sutherland

  Jun 2016 - Aug 2024

  • Optimized customer service operations for 4 business lines by leveraging Excel and Power BI and reducing customer inquiries by 60%, achieving $900K in annual savings with the Journey Mapping exercise.• Designed and automated business performance dashboards (Excel & Power BI), increasing reporting efficiency by 40% and improving data-driven decision-making.• Led forecasting initiatives by analyzing workforce trends, improving staffing allocation, and ensuring optimal service delivery through predictive analytics.• Drove customer satisfaction improvement by implementing Lean Six Sigma strategies, enhancing CSAT scores by 3% through data-backed process optimizations. Show less • Managed service delivery for 2 business units (90+ employees), maintaining 100% compliance with KPI benchmarks and performance targets.• Developed and deployed a predictive workforce model using MS Excel, increasing scheduling accuracy and reducing overtime costs by 15%.• Led data analytics initiatives, utilizing Minitab and Excel to identify process inefficiencies, resulting in a 2.73% increase in operational performance.• Created real-time performance tracking dashboards in both Excel & Power BI, enabling leadership to make faster, data-driven decisions and improving response time to service issues.• Increased successful service delivery by 7%, earning 14 consecutive vendor awards for operational excellence. Show less • Designed business intelligence dashboards to track real-time customer service KPIs, enabling managers to proactively address performance gaps.• Identified key trends in customer escalations by conducting trend analysis, reducing complaints by 30% through targeted process improvements.• Automated performance tracking reports, saving the team 5+ hours per week and enhancing efficiency in decision-making.• Conducted A/B testing on customer service scripts, leading to a 16% increase in first-call resolution rates, improving overall customer experience. Show less • Led and mentored a team of 20 customer service representatives, improving first-call resolution rates above 90%, resulting in 7 consecutive "Best Team Leader" recognitions.• Introduced a data-driven feedback model (DIRECT framework) that enhanced employee development, leading to a 2.4% increase in efficiency and improved customer satisfaction.• Developed real-time performance monitoring reports using Excel (Pivot Tables, Power Query), improving adherence to service level agreements (SLAs) and identifying bottlenecks.• Implemented handle time reduction strategies, using process automation and script optimization, cutting average handle time by ~70 seconds per interaction.• Designed and launched a bi-hourly performance reporting system, enabling 100% service level compliance by tracking and resolving service delays in real time. Show less • Resolved an average of 72 email or 55 chat inquiries daily, maintaining a first-call resolution rate of 92% and earning the "Best Performer" award for 6 consecutive months.• Developed an in-depth product knowledge training program, leading to a reduction in customer escalations to 0% for newly onboarded representatives.• Spearheaded customer appreciation initiatives, nominating 3 high-value clients for the CS Give Back program, with 1 case approved, strengthening customer retention.• Orchestrated surprise loyalty gift deliveries, enhancing customer engagement and earning the "Customer Obsession" award for outstanding service. Show less

  • Senior Associate Manager, Service Delivery Management

    Oct 2023 - Aug 2024

  • Associate Manager

    Dec 2021 - Oct 2023

  • Lead Service Delivery Management

    Jan 2020 - Dec 2021

  • Senior Associate

    Dec 2017 - Dec 2019

  • Associate

    Jun 2016 - Dec 2017
• 

  Roosevelt University

  Oct 2024 - now

  Student Worker, Office Of International Programs

  As a Student Worker at Roosevelt University's Office of International Programs (OIP), I support key operational functions and assist in delivering essential services to international students. My role involves:• Coordinating student services and guiding students to appropriate university resources.• Assisting with administrative tasks, including communication management and process coordination.• Supporting the planning and execution of OIP events and programs aimed at enhancing the student experience.• Collaborating with OIP staff on special projects and providing logistical support as needed.• This role allows me to apply my organizational and communication skills in a fast-paced, multicultural environment while contributing to the success of the international student community. Show less