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Sukul Patial

@sukulpatial

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Team Leader at Cognizant's IOA COE, improving quality and throughput by operationalizing AI tools.

India

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What I'm looking for

I'm seeking a guest-facing, community-focused role where I can bring together front-line hospitality instincts and structured operational leadership.

At Cognizant's IOA Centre of Excellence, I lead a team of nine and own root cause analysis for operational and quality issues. I evaluate and operationalize AI tools, including Notebook LM, to reduce manual QA effort and improve throughput.

At WNS Global Services, I managed a team of 13 and designed onboarding and continuous learning programmes that reduced ramp-up time and error rates by 80%. My earlier work spans operations, customer success, escalations, and guest service, including coordinating product launches at Daffodil Softwares and delivering front-line hospitality at Ginger Hotels – IHCL & Taj.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Cognizant

Jul 2025 - Present (1 year 3 months)

Lead a team of 9 specialists in Cognizant's IOA COE, owning end-to-end people strategy, root cause analysis, and operational support. Manage Tools Council and Bluebolt ideation platform, and evaluate AI tools to improve QA and throughput.

Root Cause Analysis Escalation Management Team Leadership Process Design SOPs Compliance Tracking KPI Management AI Tool Evaluation Prompt Engineering Google Ads Excel MS 365 Slack Microsoft Teams Zoom

Team Lead - Operations

WNS Global Services

Nov 2021 - Jun 2025 (3 years 7 months)

Managed a team of 13 in the Google Ads process, focusing on training and development. Designed onboarding and continuous learning programmes, reducing ramp-up time and error rates by 80%.

Team Leadership Training Coaching Google Ads Process Improvement KPI Management Data Driven Decision Making Excel MS 365

Assistant Manager - Operations & Customer Success

Voyage Technologies Pvt Ltd

Oct 2016 - Aug 2019 (2 years 10 months)

Led a 6-person team delivering technical support and customer success for enterprise software clients, with individual case ownership on complex resolution scenarios.

Technical Support Customer Success Team Leadership Escalation Management Problem Solving

Associate Operations Manager

Daffodil Softwares

Sep 2015 - Oct 2016 (1 year 1 month)

Managed a team of 53 across research, customer service, and onboarding, building structure and engagement for two startup product launches. Led the Yellow Light and Autoload projects end-to-end.

Operations Management Team Leadership Project Management Process Design Onboarding User Testing

Senior Executive - Customer Support & Escalations

Quatrro Global Services

Dec 2012 - Oct 2014 (1 year 10 months)

Handled B2C escalations for a US-based client base, achieving first-contact resolution and meeting AHT targets. Awarded the Ace Achiever Certificate for Excellence.

Escalation Management Customer Support SLA Compliance First Contact Resolutions Empathy

Senior Executive - Inbound Customer Service

GE Money - SBI Cards

Jul 2011 - Dec 2012 (1 year 5 months)

Delivered inbound customer support for pan-India SBI Cards operations, building trust through clear communication and empathetic resolutions.

Customer Service Communication Skills Active Listening Problem Solving

Guest Service Associate & Reservations Executive

Ginger Hotels - IHCL & Taj

May 2009 - Jun 2011 (2 years 1 month)

Delivered front-line guest experience and reservations support, managing check-in/check-out with a focus on personalization and swift issue resolution.

Guest Service Reservations Communication Skills Problem Solving Hospitality