Mahesh Sulakhe

Welcome to my professional web portfolio!

With over 16 years of unwavering dedication in the ITES/BPO Industry, I bring a track record of delivering top-notch results and implementing work with meticulous precision. My expertise spans across various domains including Customer Support, Process Improvement & Management, Quality Assurance Leadership, and Operational Management, among others.

Having honed my skills through roles in esteemed organizations like Calyx (formerly Parexel) and Accenture, I excel in analysis, problem-solving, and cross-functional collaboration. My journey from an Executive to a Manager Operations is a testament to my commitment and passion for excellence.

I thrive on challenges, leveraging my strong influencing and negotiation skills to generate innovative solutions. Recognized for my result-oriented hard work, I am driven by a desire to continuously grow and contribute to the success of any organization I am a part of.

Armed with a diverse skill set and a relentless dedication to achieving objectives, I am poised to align with your organization's vision and propel it toward greater heights. Explore my portfolio to learn more about how I can add value to your team.

Mahesh Sulakhe

Nick Name: Mahesh

Email: ms.sulakhe@gmail.com

Mobile: +91 9000999276, 8790009649

Location: Hyderabad, T.S

My Skills

Having worked within the industry for over 16+ Years, I have developed a wide range of skills that would meet, and exceed the expectations for the role.

I would relish the opportunity to bring this level of success to your company. If you would like to get in touch to discuss my application and to arrange an interview, you can contact me

AREAS OF EXPERTISE


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Language Skill

Language is absolutely central to your learning: without it, you cannot make sense or communicate your understanding of a subject.

  • English
  • Hindi
  • Marathi
  • Telugu

My Exprience

16+ Years Exprience

Above and beyond my experience and capabilities I have been commended for my high level of interpersonal skills and my naturally engaging personality. My motivations include learning new things, the challenge of meeting the needs of an organisation, and ensuring high-quality outcomes.

Calyx

As Manager Operations

Calyx (formerly Parexel)
Jan’2020 – Jan’2024



Parexel

As Associate Manager, Operations

Parexel
Jul’2018 – Dec’2020



Key Result Areas:

  • Communicated with clients via email and conference calls, addressing operational issues and implementing process changes to enhance efficiency.
  • Managed floor operations, ensuring high service levels and quality production for both inbound and outbound services.
  • Identified training needs and conducted skill mapping to enhance team performance.
  • Oversaw queue management, implementing measures to maximize customer satisfaction.
  • Developed workflows to improve product delivery and proposed solutions for service enhancement.
  • Led restructuring initiatives to elevate client satisfaction and productivity.
  • Ensured high-quality customer experiences by adhering to SLAs and analyzing customer satisfaction metrics.
  • Resolved queries independently and collaboratively, maintaining high standards.
  • Set and monitored targets to align with organizational objectives.
  • Addressed attrition issues and engaged in employee retention activities.
  • Participated in interviews and contributed to talent acquisition and development.
  • Analyzed quality results and implemented process improvements.
  • Utilized Six Sigma tools to reduce process variances.
  • Mentored the team in executing Process Improvement Projects.
  • Formulated in-house quality standards and ensured adherence to SLAs.
  • Calculated overtime to optimize resource utilization and mitigate revenue leakage.
Accenture

As Team Lead

Accenture
Sep’2015 – Jul’2018



KRA

  • Need content
C3I Support Services

As Team Lead

C3I Support Services
Sep’2008 – Sep’2014



KRA

  • Need content
SITEL

As Customer Service Professional

SITEL
Dec’07-Sep’08



KRA

  • Engaging with clients through emails and daily conference calls to address operational issues and implement new process and procedure changes.
  • Actively managing floor operations by monitoring service levels, making decisions, and overseeing quality and production of both outbound and inbound statuses.
  • Discovering training needs across levels through skill mapping for different roles and analyzing existing competencies.
  • Overseeing the end-to-end functioning of the queue, identifying improvement areas, and implementing measures to maximize customer satisfaction.
  • Developing and implementing workflows to enhance products and services by identifying delivery gaps and offering effective solutions.
  • Leading the restructuring/re-engineering process to elevate client satisfaction and improve productivity.
  • Ensuring a high-quality customer experience by analyzing Saturn (Customer Satisfaction), elevating customer satisfaction, and adhering to SLAs and work processes.
  • Actively resolving in-depth queries independently and with internal/external partners, seeking appropriate resolutions, and maintaining high-quality standards.
  • Assisting in planning targets, monitoring numbers, and achieving overall targets on a daily, weekly, and monthly basis in adherence to pre-set standards.
  • Identifying potential attritions, tracking day-to-day attrition numbers, setting targets for span managers, and engaging in various people engagement activities for employee retention.
  • Participating in the interview panel for candidates and chairing interviews for internal promotions and job postings.
  • Analyzing quality results to report error trends, root causes of errors, and opportunities for defect reduction, collaborating with the team and business partners to identify process improvement opportunities.
  • Implementing six sigma tools to analyze and reduce variances within the process. Actively mentoring the team in completing various Process Improvement Projects.
  • Formulating in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to SLAs for their services.
  • Calculating overtime to compensate for revenue leakage.

ACHIEVEMENTS

    • Consistently achieved top quartile rankings on TL-GL stack, showcasing strong client management skills.
    • Led Project GPHW from instability to automation, demonstrating strategic vision and problem-solving abilities.
    • Managed Tier-II escalation desk via multiple channels, ensuring prompt resolution of client issues.
    • Served as the process SPOC for the GPHW project, overseeing pilot programs and presentations.
    • Contributed to organizing RNR events and received multiple awards for CSAT and productivity.
    • Recognized as Best Lead in prestigious projects like JNJ and GPHW, highlighting leadership excellence.
    • Initiated and managed various initiatives, including client visits, to exceed client expectations.
    • Have completed all the tasks/targets within the given time frame.
    • Started my career as an Executive and rose as a Manager.

Education

My Educational Background

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B.Com. Computer Applications

From Kakatiya University

In 2000

Training & Certifications

    • ITIL V3 Foundation
    • ITSM
    • Six Sigma GB Certified
    • Six Sigma BB Certified

Contact Me

Lets Keep In Touch

  • Address

    Hyderabad, India

  • Mobile number

    +91 9000999276, 8790009649

  • Email address

    ms.sulakhe@gmail.com

  • Social profiles

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My Resume

Declaration

I hereby declare that the details furnished above are true and correct to the best of my knowledge and belief and I undertake to inform you of any changes therein, immediately.

Mahesh Sulakhe

Download My Resume