1. SHYAM SUNDAR K
Hyderabad | 8106366899 | syamkoneru@yahoo.com
SUMMARY
Resource management and development through appropriate allocation of responsibilities,
identification of required skills
· Publish solution requirements through system analysis, in-depth data analysis and interaction
with stakeholders
· Experienced in preparing and presenting the Monthly review Report of different projects.
· Leading teams to meet Deliverables, ETAs, and Billing of different projects.
· Possess excellent interpersonal, communication and organizational skills with proven abilities
in customer relationship management, training & development and Quality.
· Quality call Centre customer service experience for major telecom sector.
· Working on around 10 markets.
· Identifying root cause for DSAT & call errors.
· Grooming subordinates to be promoted to the next level hierarchy.
· Business focus, which demonstrates an understanding of the companies and client’s vision,
mission and strategy.
· Project Management.
PROFESSIONAL EXPERIENCE
Team leader, Zen3 info solutions (May’13 to Present)
· Joined as a Team lead.
· Associated with three markets en-IN,en-MY and en-SG initially as a lead. After that iam
projected as group lead where two different projects auditors used to report to me.
· In the Month of July ’14 moved to FTW project. Made successful ramp up of 6 markets with in
short span of 10 days.
· Managing a team of 35 data analysts’ in house and remote judges.
· Responsible for creating a performance appraisal framework based on throughput, quality,
conduct, initiative and aptitude.
· Responsible to creating a reporting framework tracking resource allocation, throughput and
quality for onsite as well as remote resources.
· Tracking the performance of the in house and remote judges as well.
· Publishing the judge level and market level production reports.
· Coordinating with the auditors and helping them and their teams in reaching the SLA’s.
· Sending out the review data to the clients and attending the weekly meetings with the clients.

2. · Finding the AOI of the judges and guiding them to overcome the errors.
· Forecasting the billing hours required for the project and planning accordingly to reach the
deliverables.
· Team leader , First source solutions Pvt Ltd (Jan’08 to May’11)
· Worked with and for the team to achieve the set targets.
· Conducted team-building activities as part of quality sessions.
· Giving effective feedback and coaching to reach the targets.
· Coordinating with the quality department and analyzing the quality trends.
· Effective break management to reach SL’s on daily basis basing on the call trends.
· Conducted team-bonding activities.
· Conducting one on one sessions with the executives to ensure good bonding between the first
level and management.
· Doing the route cause analysis for up’s and down’s in the process.
· Attending the escalations and taking feedback on the products.
· Sharing feedback of the customer on products to the clients and doing follow ups with
regarding customer concerns.
· Work force planning to ensure reach SLA basing on call trends and forecasting.
· Active participating in the R&R.
Team leader, Serco bpo service Pvt Ltd.( May ‘11 – May’13)
· Worked with and for the team to achieve the set targets.
· Conducted team-building activities as part of quality sessions.
· Giving effective feedback and coaching to reach the targets.
· Coordinating with the quality department and analyzing the quality trends.
· Effective break management to reach SL’s on daily basis basing on the call trends.
· Conducted team-bonding activities.
· Conducting one on one sessions with the executives to ensure good bonding between the first
level and management.
· Doing the root cause analysis for up’s and down’s in the process.
· Attending the escalations and taking feedback on the products.
· Sharing feedback of the customer on products to the clients and doing follow ups with
regarding customer concerns.
· Work force planning to ensure reach SLA basing on call trends and forecasting.
· Active participating in the R&R.

3. Added initiatives with previous experience.
· Coordinating with the Admin team in providing transportation for staff.
· Coordinating with the HR team in recruitment and helping them in people issues.
· Motivating the executives by helping them, teaching excel people management skills.
· Finding the route cause analysis on SLA’s and sharing with the clients.
· Break management.
· Help QA’s to finish their Call audits by auditing calls if required.
· Certification of New Joinees.
· Transport Spoc from Operations.
Key Achievements:
· Achieved Zero unplanned and less shrinkage Team for the months of Oct’10, Nov’10, Dec’10,
Jan’11, Feb’11 and March’11
· Selected for “Star magician” award for the quarter of Jan’11 to Mar’11 for Zero unplanned
absenteeism.
· Zero Percentage attrition warrior for the month of AUG’11.
Certifications:
· Certified for “Train The Trainer” Program.
· Certified for “Train The Quality” Program.
· “NLCP” certified.
Education:
· B.Sc (Elec & Comp) in Acharya Nagarjuna University.
Skills:
· People management.
· Proficient in MS-Office.