Zia Sheik

Experience

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  Wipro

  Jul 2007 - Feb 2009

  Quality Analyst (Client - Hewlett Packard)

  - Top performer responsible for auditing calls to maintain quality standards, instrumental in maintaining quick close targets (under 5%) for the site and consistently in top 3 of team rankings.

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  UnitedHealth Group

  Mar 2010 - Aug 2011

  Subject Matter Expert (SME)

  - Managed 24 FTE’s working in a billing, enrollment & reconciliation process.- Contributed highest count of process improvement ideas in 2010 with 21 implemented ideas. - Team achieved Gold Medal for 12 months in a row for exceeding Quality target.

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  Randstad India

  Aug 2011 - Feb 2014

  Assistant Manager(Internal) / Team Lead - Onsite @ Google, Trust & Safety

  - Managed a staff of 90 FTE’s which included Team Leads, Trainers, Quality Analysts and Associates.- Identified trends, process improvement opportunities, and prepared remediation plans. - Improved process quality from 93% to 98.5% and TAT from 90% to 99.9%- Recognized as 2013's Best Manager and 2012’s Best Lead.

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  GlobalLogic

  Feb 2014 - Jul 2015

  - Managed a staff of 450+ FTE’s which included Operations Managers, AMs, TLs, Trainers, and Associates working on policy enforcement and back-end quality process in a 24/7 operation.- Managed multiple LOBs across Trust & Safety org (Content review, Ads quality operations, Risk operations, Search quality and shopping quality operations).- Increased 70% of account headcount in last 3 quarters by consistently exceeding Google defined SLA’s.- Improved quality of a critical project from ~94% to ~98.5% using Fishbone analysis & Pareto analysis.- Implemented 3 successful programs to promote continuous process improvement subsequently implemented across the engagement. Show less - Managed a staff of 200 FTE’s which included AMs, TLs, Trainers, QAs, and Associates working on social media platform and reviewing user generated content (Posts, Comments, Hashtags, Photos, Videos and Names) - Conducted ongoing business reviews and worked with counterparts in the USA, Dublin, Singapore, and Tokyo.- Identified and implemented automation opportunity which saved 40% of the manual touch.- Identified a training gap and introduced a pre-training program which improved the learning and retention threshold from 80% to 95% and was adopted as a global vendor program.- Saved 5 FTE’s hiring by initiating cross training process. Show less

  • Manager - Service Delivery Operations onsite @ Google, Trust & Safety

    Nov 2014 - Jul 2015

  • Operations Manager onsite @ Google, Trust & Safety

    Feb 2014 - Nov 2014
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  Wellcare Medicare

  Mar 2016 - Aug 2016

  Manager II - Configuration Operations

  - Managed a department of 30 full time employees which includes Process Manager, Business Analysts, Supervisors and Associates (Exempt and Non-Exempt)- Worked closely with cross functional teams and built strong relationships.- Improved TAT from 65% to 92% and saved 2 FTE hiring with $150K cost savings to the company.- Implemented Bright Idea Program and Process Knowledge Test (PKT) for continuous process improvement.- Implemented paperless processing program which saved time, paper and ink and helped improve TAT.- Received Wellcare Champion award (Q2) for streamlining and improving operations. Show less

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  Vaco

  Aug 2016 - Mar 2024

  - Served as strategic advisor and counsel to the C-Suite Executives for overall India business and growth.- Partnered with 40+ North American office to solve clients’ critical problems and provided cost effective solutions.- Provided leadership and mentorship to India Managing Partners in strategizing the business growth.- Built $25M offshore delivery practice to offer a cost-effective delivery solution to existing and new clients.- Built Recruiting Process Outsourcing (RPO) program for cost-effective internal recruiting operations and produced 120+ starts a year.- Partnered with India leaders and increased the revenue from ~$4M to $48M and maintained ~45% gross margin consistently.- Partnered with India leaders and increased India business EBITDA from ~8% to 13%.- Played pivotal role in hiring Managing Partner and setting up Hyderabad office.- Saved $1.2 M a year in operational expenses for internal offices with RPO program.- Drove global culture to promote DEI and celebrated Indian holidays in headquarters. Show less

  • Partner & Senior Director of Operations(Executive Services)

    Jan 2018 - Mar 2024

  • Operations Manager @ Google, Play Movies & TV

    Aug 2016 - Jan 2018
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  Sira Consulting, an Inc 5000 company

  Apr 2024 - now

  Chief Operating Officer