Sheetal Kuppili

• As a Service Delivery Lead for one of the business verticals in Maps Abuse Operations, my main responsibilities include defining and establishing appropriate client delivery frameworks.
• Oversaw high-quality operations across multiple layers to enhance overall service delivery.
• Collaborated with clients and cross-functional teams to devise effective strategies for achieving objectives.
• Fostered an innovative culture that led to the development of unique, scalable solutions.
• Evaluated existing processes and procedures and proposed changes as needed based on industry best practices and standards.
• Identified risks associated with specific projects and developed mitigation plans for any potential issues.

• Ensured seamless service delivery to cloud customers, including businesses and entrepreneurs.
• Monitored progress against client-agreed SLAs and KPIs to guarantee customer satisfaction.
• Managed critical escalations by coordinating communication between customers and stakeholders during post-incident reviews.
• Proposed automation techniques to improve response time and flag issues for clients.
• Participated in service budgeting discussions to identify cost reduction opportunities and enhance delivery efficiency.
• Maintained optimal staffing levels to support timely and accurate service delivery.

• Managing 300 HC and 11 TLs working on Google Maps Abuse Reduction Close collaboration with Engineering, Product Management, Analyst & Policy teams to conduct Analyses, Build Tools/ Machine learning models to fight Abuse on Maps
• Proposed, Designed and Drove projects that improved Operational Efficiency with impact of $210K per annum
• Developed & Operationalized Trends & Insights dashboard for Abuse Trends Detection & Impact Quantification. Reduced average abuse on MFE by [1.8]% through this initiative.
• Implemented policies and standard operating procedures for continuous improvement.

• Managed 180 HC, 6 TLs who worked on Google Maps Reviews and
  drove Client’s Operations end to end (Training, Quality, KPI
  Ownership, BRs)
• Led Major Workflow Tool Migration and Enhanced it’s capabilities by proposing 30 FRs aiding in it’s successful launch
• Set up Operations teams for New Product and Queue Launches
• Managed multiple AdHoc High Priority Partner requests via
  stringent prioritization and delivered Optimum resource
  utilization
• Led Elections integrity efforts for several countries on Google
  Maps

Cognizant Technology Solutions |Aug 2017 - Apr 2018.

• Proposed feature requests help in accurate work allocation to the ops working on base maps, leading to a reduction in non-productive ticket assignments by 20%.
• Driven buildings specific maps deliveries with an accuracy of 98% quality and 99% TAT

Global Logic Technologies.|Nov 2013 – Jul 2017.

• Led the Quality Methodology revamp, helping to streamline the quality process and providing scope to improve Quality Scores.
• Proposed and led PEX efforts, projects like Aster, which helped track agent productivity, idle time, and other nonproductive times.

• Tech Mahindra | Apr 2012 - Oct 2013: Handled a team of 70 HC who worked on auditing Maps digitization
• Right Source Global | Jul 2011 - Mar 2012: Acted as a POD lead. Handled Voice Calls from UK & Canada for a Telecom Process
• Roop IT Solutions | Sep 2009 - Jun 2011: Managed a team of 20 agents for an Inbound Voice Process for a
  Canada Telecom client

• IBM Daksh | Jun 2008 - Jul 2009: Handled Voice calls for an Indian telecom process for their Platinum Customers
• Visthar Systems |Jan 2006 - Apr 2008Handled Outbound Voice Calls for Canada and US