Rishabh Sood has over 9 years of experience in process management, project coordination, and performance enhancement. He is currently a Process Manager at Tata Consultancy Services, where he leads a team of 72 employees and is responsible for managing inbound/outbound teams and ensuring service level agreements are achieved. Previously, he held roles such as Team Manager at Eli Research India and Team Leader at Globerian India, where he led teams in operations and was recognized for achievements like maintaining high quality standards and reducing errors. He has a Bachelor of Commerce degree from Delhi University.

1. Rishabh Sood
Contact # +91 9971795969, 8800148223, rishabh862000@gmail.com
Personal Statement
♦ An astute and result oriented professional with 9 years of experience in planning, designing, optimization, cost control and
process improvement with proven track record. Demonstrated abilities in planning, migrating and managing several
successful processes with involvement in quality improvement. Proficient at managing & leading teams for running
successful processes & experience of developing procedures, service standards for business excellence.Skilled in planning,
designing, optimization, cost control and process improvement with proven track record.
Key Skills
Business Excellence | Process & Systems Management | Project Coordination | Performance Enhancement Solutions | SLA
| Concern Validation Study | MIS | Training Need Analysis | Content Development | Train the Trainer | Process Migration
Career Profile
Tata Consultancy Services Ltd. Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions
that partners with its clients to simplify, strengthen and transform their businesses.
Role: Process Manager (Operations Manager) (Sep’2013 – till Date) Team Size – 72 Employees,
Reporting to – Process Owner (Mumbai, India) Location (Gurgaon, Haryana)
Role Summary: Leading the Contact Center for a client. This role includes but is not limited to, Managing Inbound / outbound
teams, FTE calculation, project forecasting, proper resource utilization.
Key Responsibilities:
♦ Being part of the operations need to ensure that the agreed SLA is achieved.
♦ Making Regular conference calls to clients regarding process transfer & development
♦ Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing
towards improved service revenue generation.
♦ Measuring and assessing the identification of training needs for different training effectiveness processes thereby
implementation of necessary changes and action plans based on one-one feedback.
♦ Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and
involved in planning for the process in conjunction with the clients requirement.
♦ Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning and framing work
direction and plan for the associates after thorough assessment of their capabilities. Automation of several procedures to
create paperless environment and make them easy to track.
Accomplishments:
♦ Have built robust and uninterrupted operations by applying lean methodology to operate on minimum cost & meet objective.
♦ Formulated cost saving distribution strategies for ensuring minimum logistics cost & timely deliveries.
♦ Won RFP to renew business for next 5 years.
♦ Initiated and successfully closed Kaizen in August 2014 on automation of sharing process updates within the process leading
to saving of production time.

2. ♦ Kaizen on reduction in MTI on calls completed, resulting in reduction of 27 sec per call (approx.).
Eli Research India Pvt. Ltd. Eli Global is a globally diversified information and services group that provides a broad range of
products and services including: EMR, certification, training, market research, advertising, information services and cash flow
management.
Role: Team Manager (Transition) (Feb 2009 – Aug 2013) Team Size – 21 Employees,
Reporting to – Associate Director – (Faridabad, Haryana) Location (Faridabad, Haryana)
Role Summary: Joined as a team lead and got the opportunity to transition a new project from U.S. Then as the team manager,
responsibility not only included getting new hires by ramp-up, creation of project SOP and required FTE calculation
Key Responsibilities:
♦ Regular audit and feedback with team achieving over 90% sale percentage on the target audience.
♦ Contacting current agencies and creating contacts with new resellers and agencies to sell our online and print publications
related to wide range of products from coding generals to newsletters and magazine on land law reports, hobby collectible
pricings etc. in US/ Canada.
♦ To screen & control incoming mails & telephone calls, draft responses, redirect or obtain additional information.
♦ Preparing P/L report for the company on Monthly / Quarterly / Yearly basis to focus on areas requiring special efforts.
Accomplishments:
♦ Joined as a team lead and was recognized and promoted to the position of Team Manager for successfully setting up the
process.
♦ Won the highest sales award in April 2010 for the last quarter and over achieving the target sales.
♦ Got recognized for individually getting new business by contracting with new agencies.
♦ Was regularly appreciated by the associate director (India Operations) for maintaining the higher standards of deliverability
from the process.
Globerian India Pvt. Ltd. Globerian India Pvt. Ltd. is engaged in providing business process outsourcing services. It offers
contact center, data capture management, derivative research, health information, research, analysis, medical coding, medical billing,
legal research and litigation support. The firm also provides health care outsourcing and end to end revenue cycle management
services.
Role: Team Leader (Operations) (June 2006 – Feb 2009) Team Size – 14 Employees,
Reported to – Manager, India Location – (Gurgaon, Haryana)
Role Summary: Leading team of 14 advisors making outbound calls to US medical service providers to retrieve medical records
applying for insurance companies to complete medical insurance claims / court cases and new insurance policies.
Key Responsibilities:
♦ Worked closely with Quality where was responsible to maintain the quality of the assigned team.
♦ Ensuring that the conversion target for the call to record retrieved ratio is maintained for the team (meeting SLA).
♦ Organizing calibration calls and organizing feedback sessions for the team.

3. Accomplishments:
♦ Joined as a call executive and promoted to the post of Team Lead in October 2007 after clearing the IJP process.
♦ Awarded best team award for maintaining quality for 6 consecutive months in 2009 and reduce fatal errors committed on calls.
Education
 Bachelor of Commerce (Corres.) from Delhi University, 2010.
Technical Expertise
♦ MS Excel (Advanced), Power Point