Jitendra Sood

About Jitendra Sood

I\'m particularly interested a Delivery Head role, which relates strongly to my over 18 years of experience in streamlining & spearheading business operations, driving customer centric operations to meet or exceed quality of service commitments; ensuring customer satisfaction and delight. Working with Wipro, Gurugram as Delivery Manager; I believe I meet all the essential criteria for the position. A summary of my experience and key accomplishments includes the following: • Showcased excellence in executing process improvement projects based on operational excellence initiatives using Automations leading to cost reduction, quality compliance, TAT improvement and SLA / KPI Management • Leveraged success in maintaining effective employee relations and increased ESAT through Employee Engagement activities like Brown Bag Sessions (100% population coverage in a quarter), Pulse of the floor survey (100% population coverage in a quarter), Skip Meetings, Attrition control and Rewards and recognition program • Achievement oriented professional with excellent people management skills and an ability to manage change with ease A dynamic professional with 18+ years of rich & extensive experience in Client Relationship Management, customer satisfaction rankings, improvements to the bottom line and turnaround of under-performing operations in various lines of business such as Telecom, Airlines & E-commerce. A keen planner, strategist & efficient in understanding business strategies and applying user centered principles for problem solving. Comprehensive experience in managing key account of a Telecom in Delhi for assessment of customer needs and providing best possible solution to their utmost satisfaction. Demonstrated abilities in cementing healthy relationship with the clients for generating business and leading workforce towards accomplishing business and corporate goals. Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals. Possess excellent interpersonal, communication and analytic skills. Proven track record in bulk recruitment of associates, team coaches for the ramp and backfills and managing large size team (150 HC) for customer service process

Experience

1. Delivery Manager at Wipro

   Wipro

   Jan 2023 — Present · Gurugram, IN

   Responsible for multiple lines of business of a reputed account. Improving CSAT, FCR and IR are the primary metrics to deal with. An integral part of client discussion and process improvement ideas.

Education

• Delhi University

  B.com

• Delhi University

  Bachelor of Commerce - BCom