Samson Paul

Background

About Samson Paul

Managing a team size of 55+ FTEs with 4 Team Leads handling Delivery Operations. Trained 30+ FTEs on multiple projects. Achieved process improvement with quality matrices from 98% to 99.98% Accuracy. Maintain compliance, quality of work, maintain work etiquettes Adherence to mandated project compliance and communication. Process achievements include substantial increase in FTE headcount with maximized speed and efficiency in deliverables. Manage all major incidents and problems during offshore hours and ensure they are addressed and actioned in a timely manner within SLAs. Lead Major incident management bridge calls and drive issues towards quicker service restoration Meeting hiring needs with technical interviews across multiple projects Monitoring overall functioning of processes, identifying improvement areas and implementing alternative approaches for resolution Identify and analyze all the existing & new process and find any opportunity for automation Assessing customer feedback, evaluating areas of improvement, and providing critical feedback to the associates/supervisors Identify and analyze all the existing & new process and find any opportunity for automation Achieving higher customer satisfaction matrices. Managing healthy relations with clients and key stakeholders across all regions, building and maintaining relationships, handle escalations