Harish Ankadala

Dynamic and results-driven Team Lead with 6+ years of experience in BPO operations, team management, and process automation. Proven track record of leading and developing high-performing teams of 15–20 agents, driving quality excellence, and implementing automation solutions that deliver measurable efficiency gains.

Six Sigma Green

Belt certified with deep expertise in KPI management, SOP development, and continuous improvement. Adept at balancing day-to-day team operations with strategic process optimization.

Team Lead – Process Automation, Optimization & Operations - REQS Solutions - Bengaluru

(2025-08 - 2026-08)

• Lead, coach, and manage a team of 15 agents across automation and operations functions, overseeing daily performance, scheduling, and productivity to ensure consistent SLA adherence.
• Track and analyze team KPIs including accuracy, throughput, AHT, and quality scores; present weekly dashboards to leadership with actionable insights and improvement plans.
• Conduct regular 1-on-1s, coaching sessions, and performance reviews to develop agent skills, address performance gaps, and sustain high team engagement.
• Engineered and deployed an end-to-end process automation solution for medical billing, orchestrating a seamless data pipeline using advanced Excel (Power Query, Macros) — achieving a 90% reduction in manual effort and saving 3+ hours daily.
• Built Python-based automation to convert billing data from PDF to Excel, eliminating manual data entry, reducing processing time by 75%, and improving accuracy.
• Designed and implemented a comprehensive Quality Control (QC) framework with automated tracking, scoring mechanisms, and real-time stakeholder reporting dashboards in Power BI.
• Led process optimization initiatives across billing workflows — identified bottlenecks, redesigned processes, and standardized SOPs, resulting in measurable cycle-time reductions.
• Collaborated cross-functionally with IT, Operations, and QA teams to maintain data integrity and drive continuous workflow improvements.
• Developed training materials and conducted workshops on automation tools, ensuring sustained adoption and upskilling across the team.

Quality Assurance Analyst / Team Lead – Quality Control & Agent Performance - Just Energy - Bengaluru

(2022-12 - 2024-10)

• Owned end-to-end QC operations — designed the quality framework, defined scoring criteria, and drove a 25% improvement in team quality scores through structured feedback and targeted coaching.
• Analyzed agent-level performance data to identify trends, coaching opportunities, and process gaps; presented weekly KPI reports to senior management with data-driven recommendations.
• Conducted systematic Root Cause Analysis (RCA) on recurring customer complaints and quality failures, implementing corrective actions that reduced repeat issues by 30%.
• Created, maintained, and enforced 15+ SOPs across support operations, achieving 95% compliance through structured training and regular audits.
• Developed and delivered training programs covering product knowledge, communication skills, and service delivery — continuously refining content based on assessment outcomes.
• Built automated reporting dashboards in Power BI and Excel to track CSAT, AHT, FCR, and quality metrics, enabling real-time performance visibility for the leadership team.

Senior Global Support Associate - Equinox Agents - Mumbai

(2021-07 - 2022-11)

• Provided specialized support for medical billing processes, software troubleshooting, and account management, achieving a 95% first-contact resolution rate.
• Conducted onboarding training for new clients on billing software and procedures; created user guides and knowledge base articles that reduced support volume by 20%.

Global Support Associate (Started as Associate and then Acting Team Lead) - Sutherland - Mumbai

(2019-06 - 2021-05)

• Led a team of 8 support associates, managing schedules, coaching, and escalations while consistently meeting SLA targets.
• Developed automation scripts for repetitive support tasks, conducted queue analysis that reduced average wait time by 35%.
• Maintained a 90% customer satisfaction rating while delivering technical support for Norton Antivirus across installation, configuration, and performance optimization.

Global Support Associate - WNS Global Services - Vishakhapatnam

(2018-05 - 2019-01)

• Managed end-to-end shipping operations including freight coordination, shipment tracking, route optimization, and logistics issue resolution for international clients.

Bachelor's - Civil Engineering - SITAM (2014 - 2018)

HSC (2012 - 2014)

SSC (2011)