Suresh Palakad

About Suresh Palakad

I am an accomplished professional delivering nearly 16 years of career success in Operations Management,Process Improvement, Quality Management, Training & Development, and Team Leadership.My dexterity lies in driving improvement methodologies, developing methods & upgrading processes to improveoverall productivity, efficiency, quality & customer experience. Demonstrated excellence in front-leading end-to-end project planning and implementation including scope management, activity sequencing, cost estimation, riskanalysis and quality management with Green Belt Certification.Over the time, I have proved my excellence in setting up & rolling out successful quality management in serviceenvironment, overachieving expectations and exceeding all set goals by enduring customer relationships.I’ve successfully leveraged understanding of ONESOURCE Product Suite for Technical Support, Logo andContent designing as well as designing of US Tax Forms, Manual Testing,acquiring approval fromrespective State/Federal, Team Management, Hiring, Training and Development, Process Enhancement,Appraisal Management, Transition Management and Operational ExcellenceOutstandingly led & managed process excellence and transformation initiatives which provided client & business, benefits like increased capacity, reduced cost, reduced ops risk and improved quality of service

Experience

1. Senior Manager, Technical Support - Us Taxation

   Thomson Reuters

   Mar 2022 — Present · Hyderabad, IN

   Worked as Project lead for Green Belt project on Volume Analysis and ensured that clientcases were reduced by routing them to self-service options-Transitioned and created several teams across the APAC, EMEA, and AMERS areas for USIncome Tax- Implemented Strategic Performance Measurement Tool to precisely evaluate anindividual & performance by connecting Thomson Reuters Values and NWOW principles totheir performance- Led a ChatBot initiative for the customers to avail services via self-help options whichreduced time & efforts from the Technical Support- Worked as the Customer Experience (CX) Council and Business Continuity Plan Site Lead- Led the team in documenting SOPs such as process maps, flow charts, FMEA, errorcategorization matrix, state fact sheet, and other critical process documents- Engaged in a SPOC for the Tax & Accounting team\'s Risk & Compliance team to makesure that all employees comply the Thomson Reuters Information Security Act

Education

• Osmania University

  Master's degree, MBA

  2008 — 2010

• Indira Gandhi National Open University

  Master's degree, International Business/Trade/Commerce

  2006 — 2008

• Osmania University

  Master of Business Administration - MBA, Finance and Marketing

• Osmania University

  Bachelor's degree, Business/Commerce, General

  2003 — 2006