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sameer surendran

@sameersurendran

Sr. Team Leader at DXC Technology managing Starr Insurance premium audit operations and a 20+ associate, multi-channel team.

India

Message

What I'm looking for

I'm seeking a senior managerial role in Operations Management, Service Delivery, or Client Services within BPO, ITES, or insurance services environments.

At DXC (Xchanging) Technology Services Pvt. Ltd., I lead client services operations for US-based insurance and workers’ compensation clients. On Starr Insurance’s premium audit operations, I oversee commercial insurance policy processing, inventory, and urgent underwriter requests while monitoring SLA performance.

I lead a team of 20+ associates across voice, email, and live chat. I manage escalations using RCA and Ishikawa frameworks, present operational insights in client review meetings, and drive process improvements and automation.

Earlier, I supervised contact center operations for US workers’ compensation accounts and worked in client and vendor coordination, insurance sales, consumer cards, and banking customer service. I hold a CIPM Certificate in Project Management and a Six Sigma Green Belt certification.

Experience

Work history, roles, and key accomplishments

Current

Sr. Team Leader – Client Services

Current

DXC Technology

Jan 2020 - Present (6 years 10 months)

Leading a team of 20+ associates in multi-channel contact center operations for US-based insurance clients, ensuring SLA adherence and process efficiency. Managing premium audit operations for Starr Insurance and driving continuous improvement initiatives.

Call Center Operations SLA Management Team Leadership Escalation Management MIS Reporting Data Analysis Six Sigma RCA ISHIKAWA Workforce Planning Vendor Management Quality Assurance Stakeholder Communication Project Management

Team Leader

DXC Technology

Jan 2014 - Dec 2019 (5 years 11 months)

Supervised day-to-day contact center operations across voice, email, and chat channels for US workers' compensation clients. Trained and mentored a team of 15+ associates, improving quality scores and reducing error rates.

Call Center Operations Team Leadership Training Quality Assurance Vendor coordination Contract Management Performance Reviews Customer Relationship Management

Senior Associate

DXC Technology

Sep 2009 - Dec 2013 (4 years 3 months)

Coordinated with clients regarding transportation, translation, diagnostic, and durable medical equipment products for workers' compensation patients. Managed vendor assignments, invoice processing, and contract documentation.

Vendor Management Client Coordination Invoice Processing Contract Management Escalation Management Onboarding Knowledge transfer

Sales Development Manager – Direct

HDFC Standard Life Insurance

Sep 2008 - Sep 2009 (1 year)

Managed financial planning consultations and maintained a structured client database for life insurance product sales. Generated leads through community engagement activities and converted prospects into policy holders.

Sales Lead Generation Client Database Management Financial Planning Community Engagement

Relationship Officer – Consumer Cards (Retail)

American Express Services India Limited

Dec 2007 - Aug 2008 (8 months)

Managed the American Express retail desk at partner outlets, providing training and feedback to store staff. Verified customer eligibility, sourced card products, and processed credit card applications.

Retail Sales Customer Service Training Credit Card Application Process Brand Awareness

Customer Service Executive

HSBC – HDPI

Jun 2005 - Nov 2007 (2 years 5 months)

Processed legal garnishment documents on behalf of the bank, managing account restraint and release orders in compliance with legal requirements. Trained new team members across multiple process queues.

Legal Document Processing Compliance Training Attention To Detail