SOMYASHREE BEURA

Montreal,QC

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

years of professional experience

Work History

Team Leader

Accenture Solutions Pvt Ltd

09.2015 - 08.2023

Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Supervised team members to confirm compliance with set procedures and quality requirements.
Worked with team to identify areas of improvement and devised solutions based on findings.
Built strong relationships with customers through positive attitude and attentive response.
Helped set and manage objectives for quality, productivity and compliance.
Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
Trained, coached and managed 21 person team of Associates and Subject Matter Expert .professionals.
Oversaw 9000 cases workload and consistently achieved productivity targets thereby reducing backlog to 3000.

Quality Analyst

Hi Power Technologies Pvt Ltd.

10.2012 - 08.2015

Instrumental in maintaining quality assurance procedure documentation; monitored completed work and provided feedback to improve team member performance
Analyzed quality and performance data to support operational decision-making.
Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Effectively contributed to business growth by confirming customer satisfaction with service and quality
Involved in executing 100 to 150 test scripts/recorded results; reported on audit results to inform stakeholders of areas in need of improvement such as zero escalations & achieving set productivity targets of 200 cases.

Education

Bachelor of Science - Electrical & Electronics Engineering

Biju Patnaik University of Technology

Bhubaneswar, Odisha

08.2012

Skills

Performance Evaluations
Orientation and Onboarding
People Management
Shift Checklists
Attention to Detail
Overseeing Daily Activities
Work Planning and Prioritization
Output Improvements
Coaching and Mentoring
Complex Problem-Solving
Team Meeting Facilitation
Report Exceptions
Issue Resolution
Account Management
Performance Improvement
Service Level Agreements

Evaluating Employee Work
Troubleshoot Service Issues
Client Support
Continuous Improvement Strategies
Leadership
Intelligence Gathering
Team Assessment
Leading Team Meetings
SOP Adherence
Employee Recognition
Content Management Expertise
Key Performance Indicators (KPI)
Effective Customer Service
Teamwork and Collaboration
Conflict Resolution

Accomplishments

Achieved Zero Escalations by completing 6000 cases with accuracy and efficiency.
Supervised team of 21 staff members.
Achieved 1500$ Capacity Saves by introducing Artificial Intelligence for Top Volume Drivers & High AHT tasks.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Led team to achieve minimal backlogs from 9200 cases to 5000 cases and improved SLA scores from 82% to 95% earning recognition from upper management and financial reward.
Created highly effective new Center of Excellence program that significantly impacted cost efficiency of 2800$ from client P&L and improved operations
Consistently maintained high customer satisfaction ratings averaging at 96% to 100% for consistent months.

Languages

English

Native or Bilingual

Timeline