Sonu Philips

• Currently managing a BPAAS deal
• Responsible for 600+ FTEs across various specialties working in the medical scribing process.
• Responsible for client delivery for a diamond client (100 Million+ Revenue)
• Manage stringent SLAs for the client which were as low as 4 hours for TAT
• Managed budget implementations, employee evaluations, and contract details.
• Collaborated with cross-functional teams to develop innovative solutions.

• Managed 550+ Quality documentation Specialists across multiple specialties for DAX Operations.
• Responsible for operations planning, execution and delivery across India Operations for DAX
• Also manage a Special Quality Documentation Specialist of team of 100+
• Managed Vendor performances through weekly/monthly Business reviews and governance
• Responsible for 15+ Provider organizations spread across US geography which also include large Provider Accounts.
• Executed appropriate staffing and budgetary plans to align with business forecasts.

• Manage Delivery operations as Global Process owner across multiple sites spanning across 250+ FTE for a regional US Health Care payer with annual revenue over $12 million
• Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
• Delivered key business outcomes and developed procedures and transformed business from foundation to Insights driven
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
• Developed effective business plans to align strategic decisions with long-term objectives/organic growth

Accomplishments:

• Delivered 40%+ margins month on month
• Instrumental in Contract renewal and transition business to the new site
• Transitioned and go live for 300+ FTEs onshore & offshore at the same time
• No SLA misses through the life of the contract

• Responsible for Sales operations for a large Telecom Service provider in UK
• Developed and implemented daily operations plans to meet sales goals
• Also helped support customer retention inbound
• Design performance plans to meet & exceed sales targets month on month
• Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
• Established and administered annual cross sell budget with effective controls to prevent overages
• Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and quality.
• Maximized productivity and management systems by establishing specific goals and managing operations.
• Cultivated strong business relationships with clients to increase overall experience, satisfaction and net promoter scores.
• Oversaw day-to-day operations, including supervising 120-person team across 2 sites.

• Manage training teams for various US clients
• Responsible for new hire training and performance through On Job Training
• Training need identification for teams and design action plans to improve key performance metrics

• Work for large US bank (Top 3) client to manage the customer support work
• Led team of 20 members while providing exceptional customer service.
• Responsible for continuous improvement of teams through Six Sigma and Kaizen projects
• Devise Success plans for customer support professionals through stratified process
• Designed TL certification process
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Responsible for multiple transitions within the project