Stevens Martin

Operations and Service Delivery professional with 4+ years of experience supporting global operations, contact center support functions, workforce management, team leadership, stakeholder engagement, operational reporting, quality monitoring, and continuous improvement initiatives. Experienced in leading support teams, managing workload distribution, monitoring productivity and quality metrics, handling escalations, reviewing operational queues, maintaining SOPs, and ensuring adherence to service-level objectives. Skilled in Excel reporting, stakeholder management, performance coaching, root cause analysis, and cross-functional collaboration.

Lead - Disability & Leave Services Operations at Sutherland Global Services (2025-04 – Present)

• Lead a team supporting global disability, leave management, and employee support operations while ensuring productivity, quality, and service-level objectives.
• Manage workload distribution, staffing coverage, team capacity, and resource utilization to support effective service delivery.
• Conduct coaching sessions, performance discussions, and employee development activities to improve team performance.
• Monitor productivity, quality metrics, schedule adherence, and operational trends to improve efficiency and operational excellence.
• Review work queues and ensure timely processing and resolution of support requests.
• Handle escalated cases and coordinate with internal stakeholders to minimize service disruption.
• Prepare operational reports, dashboards, and leadership updates using Excel, Pivot Tables, VLOOKUP, and reporting tools.
• Conduct quality reviews, root cause analysis, and continuous improvement initiatives.
• Maintain SOPs, process documentation, and knowledge resources to support compliance and operational standards.

Senior Associate - Disability & Leave Services Operations at Sutherland Global Services (2024-01 – 2025-03)

• Managed end-to-end disability and leave operations including case management, documentation review, payment processing, and benefit administration.
• Analyzed case data, performed validation checks, and maintained accurate operational records.
• Prepared reports and trackers to support operational monitoring, KPI tracking, and leadership decision-making.
• Coordinated with internal stakeholders to resolve issues and ensure timely case resolution.
• Supported workflow improvement initiatives through process gap identification and corrective action recommendations.

Associate - Disability & Leave Services Operations at Sutherland Global Services (2022-01 – 2023-12)

• Processed disability, leave of absence, and accommodation requests while meeting quality and service-level requirements.
• Reviewed documentation, maintained records, and ensured compliance with operational procedures.
• Supported employee communications, case tracking, and timely request resolution.
• Assisted workforce planning activities by monitoring workload requirements, operational priorities, and team availability.
• Maintained trackers, databases, and documentation repositories to support reporting and operational governance.
• Coordinated cross-functional activities to meet business requirements and service commitments.

Bachelor of Commerce in Finance & Taxation – Bharata Mata College (2018 – 2021)

Higher Secondary Education in Commerce – Matha Nagar Public School (2016 – 2018)