Syeda Samreen
Summary
Forward-thinking Operations Team lead with over 7+ years of relevant work experience. Offering excellent problem-solving, communication and multitasking abilities. Seeking a challenging and progressive career using my professional skills and creative thinking to gain future exposure, strengths and Experiences.
Overview
8
8
years of professional experience
Work History
YouTube Trust and Safety
Accenture Solutions Pvt.Ltd
05.2025 - Current
- Lead a team of 20+ members to achieve business objectives while ensuring high performance, productivity, and engagement.
- Partner with cross-functional teams to streamline processes, strengthen communication, and deliver successful project outcomes.
- Track KPIs and implement data-driven strategies to boost efficiency, improve service delivery, and consistently meet SLA targets.
Publisher Workflow - Team Lead
Accenture Solutions Pvt Ltd
06.2024 - 04.2025
- Collaborated with EMEA team on TnM projects, delivering 10% production benefit and $102K annual savings.
- Managed performance reporting (WBR/MBR), client dashboards, and internal trackers (PIT-STOP, attrition, shrinkage, etc.).
- Oversaw operations, SLA delivery, quality, and administration while coordinating with WFM on shifts and leaves.
- Monitored TAT queues, time utilization, productivity, and AHT; improved forecasting and prevented billing leakage.
- Conducted daily huddles, tracked appeals/errors, and coached defaulters to improve performance.
- Led appraisals, set performance metrics, and enforced attendance compliance.
- Drove process improvements, efficiency gains, and strong stakeholder relationships.
- Handled UAT with clients, delivered ad-hoc management tasks, and implemented strategic changes.
- Recognized by Accenture leadership for diligence and client handling.
Quality and Training Lead
Accenture Solutions Pvt Ltd
09.2022 - 05.2024
- Analyzed data sources to identify patterns, provide insights, and recommend improvements in data management.
- Ensured data accuracy using quality tools, developing rules/metrics, and resolving anomalies through root cause analysis.
- Performed data queries and produced daily to quarterly reports using Excel, pivot tables, and analytical tools.
- Created agent performance scorecards, coached associates, and improved client performance ratings.
- Led calibration sessions with team leads, aligned with leadership on quality concerns, and drove best practices.
- Identified process improvement opportunities, implemented solutions, and delivered measurable quality gains.
Subject Matter Expert
Accenture Solutions Pvt Ltd
09.2021 - 08.2022
- Subject Matter Expert
- Working on high priority and complex queues with 100% accuracy on client requirements.
- Works on different workflows simultaneously and make sure I am adapting to the environment in the queue that I am working in.
- Review the content based on standard policies and guidelines.
- Stick to the SLA metrics of quality, productivity and utilization Transitioned from agent role to subject matter expert, demonstrating expertise in (specific area).
- Provided specialized knowledge and support to team members, contributing to project success and efficiency.
Associate
Accenture Solutions Pvt Ltd
06.2017 - 08.2020
- Associate
- Joined as an Associate in October 2017 and consistently delivered at a 100% level.
- Contributed to the success of the team by maintaining a high level of productivity and meeting quality standards.
Education
MBA -
Amjad Ali Khan college of Business Administration
01.2016
Skills
- Leadership & Team Management – Proven ability to lead, motivate, and develop diverse teams to achieve organizational goals
- Project Management – Expertise in planning, executing, and closing projects with alignment to strategic objectives
- Communication Skills – Strong verbal and written communication, enabling effective cross-functional collaboration
- Conflict Resolution – Skilled in addressing and resolving team conflicts to foster a positive work environment
- Performance Monitoring – Experienced in setting performance metrics, conducting evaluations, and providing feedback
- Strategic Planning – Adept at formulating and implementing strategies that drive performance and productivity
- Change Management – Proficient in leading teams through transitions and building adaptability in dynamic environments
- Problem Solving – Strong analytical ability to identify issues, propose solutions, and implement effective strategies
- Coaching & Mentoring – Committed to developing team members through structured coaching and mentorship
- Stakeholder Engagement – Skilled in building and maintaining strong stakeholder relationships to achieve project goals
Languages
Hindi
English
Telugu
Awards
Star of the Quarter, Star of the Month, Encore Award, Ally Award, Star of Business, Client Value Creation
Timeline
YouTube Trust and Safety
Accenture Solutions Pvt.Ltd
05.2025 - Current
Publisher Workflow - Team Lead
Accenture Solutions Pvt Ltd
06.2024 - 04.2025
Quality and Training Lead
Accenture Solutions Pvt Ltd
09.2022 - 05.2024
Subject Matter Expert
Accenture Solutions Pvt Ltd
09.2021 - 08.2022
Associate
Accenture Solutions Pvt Ltd
06.2017 - 08.2020
MBA -
Amjad Ali Khan college of Business Administration
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