Shubham Upadhyay
Annotation Manaer
Hyderabad
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach with over 9 years of experience under my belt, I am an initiative-taking professional who loves building strong relationships and communicating effectively! I adapt quickly to new situations and thrive even when deadlines are tight. My people management and analytical skills are top-notch, and I’m always ready to take on challenges in a dynamic work environment. I have firsthand experience in AI/ML, Annotation, BPO, Operations, Support, and Call Management Systems, along with customer support. I have also had the pleasure of working with various applications like JIRA, Avaya, Genesys, C-Zentix, and Dalab
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Annotation Manager - Operations
Everseen Infotech India pvt ltd.
09.2020 - Current
- Annotation to be done of retail shrink for SCO and staffed
- Working on the technical tickets raised by clients related for the issues
- AI/ML tickets to be annotated
- Managing a team of overall 174 data analysts
- Machine learning for retail customers to enhance their Asset protection
- The task of labeling digital images, typically involving human input and, in some cases, computer-assisted help
- Creation of dashboard and maintaining it for senior management in JIRA
- Sharing observation towards improvement of process
- Allocation of the tickets to the relevant department for get it worked on
- Sharing accurate reports with clients for Annotation/labeling analysis within the timeframe
- Getting on call with clients and senior management for the new process or expansion of process
- Working on AI labeling tools
- Working on review calls with clients for process betterment
- Working on JIRA applications for tickets and solutions
- Feedback sharing with TLs on for their team based on reports received from clients
Team Lead Operations
ConneQt Business Solutions (TBSS)
06.2019 - 09.2020
- Organize, coordinate, and measure the team activity
- Analyze individual performance and give feedback to team members
- Train and to continuously coach team members on specific processes and procedures
- Ensure communication with other involved entities
- Have been associated as product trainer for new hire batches
- Resolve escalated situations
- Daily voice audits
- Interacting with Clients on mail and in Person
- Audit Calls and identify the training requirements of each Team Member
- Prepare and submit periodic Team performance reports
- Arranging briefing session for executives to enhance their skills
- NPS was the major factor in KPI
- Working on AHTs on executives
- Projects: Worked for Tata Motors process (Inbound/Outbound/Mail Desk Customer service) and Tata Sky (Inbound customer service)
Team Lead Operations
ConneQt Business Solutions (TBSS)
04.2015 - 01.2019
- Organize, coordinate, and measure the team activity
- Analyze individual performance and give feedback to team members
- Train and to continuously coach team members on specific processes and procedures
- Ensure communication with other involved entities
- Have been associated as product trainer for new hire batches
- Resolve escalated situations
- Daily voice audits
- Interacting with Clients on mail and in Person
- Audit Calls and identify the training requirements of each Team Member
- Prepare and submit periodic Team performance reports
- Arranging conference rooms for meetings
- Have created new Team for out bound to maintain out calls target (in %) which showed result in two days
- Projects: Worked for Clear trip process (Inbound customer service) Worked for OYO Rooms (inbound sales)
F.E (Field Executive)
VPM Outsourcing solutions
03.2013 - 08.2013
- Organize, coordinate, and measure the team activity
- Collection of documents and money
- Ensure communication with other involved entities
- Resolve escalated situations
- Daily voice and data audits
- Interacting with Clients on mail and in Person
- Achievements: Received award for highest sale of Wi-Fi hotspot
Education
High School Diploma -
Pune University
Pune 04.2010 - 12.2010
Higher Secondary School Examination - Science
Pune University
Uttar Pradesh 04.2012 - 12.2012
BCA - Computer Science
Pune University
Nagpur, India 04.2015 - 12.2015
Skills
Team leadership
Operations management
Strategic planning
Decision-making
Performance management
Time management
Workforce management
Project management
Customer relationship management (CRM)
Cross-functional teamwork
Documentation and reporting
Performance evaluations
Data analysis
Accomplishments
- Received Star of the month for outstanding performance as a Lead.
- Received award for maintaining '0' attrition in September '17.
- Received WOW award in the month of Feb '17.
- Received league of Extra ordinary award for MAJ 2017.
- Received X-tra Miler Award in the month of Feb '18.
- Received WOW award in the month of April '18.
- Certified in Team Leader certification (TLC).
Personal Information
- Date of Birth: 10/18/94
- Marital Status: Married
Timeline
Annotation Manager - Operations
Everseen Infotech India pvt ltd.
09.2020 - Current
Team Lead Operations
ConneQt Business Solutions (TBSS)
06.2019 - 09.2020
BCA - Computer Science
Pune University
04.2015 - 12.2015
Team Lead Operations
ConneQt Business Solutions (TBSS)
04.2015 - 01.2019
F.E (Field Executive)
VPM Outsourcing solutions
03.2013 - 08.2013
Higher Secondary School Examination - Science
Pune University
04.2012 - 12.2012
High School Diploma -
Pune University
04.2010 - 12.2010
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