1. Name: Daniel Thomas
Email: Danielthomas_y2k@yahoo.com
Phone Number: 9037013347
Address for Communication:
Daniel Thomas
Kottachirayil House,
Kadapra- Mannar.
Via Nirnam P.O, Tiruvalla
Patanamthitta.
Kerala-689630
Personal Data:
Date of Birth : 16/05/1984
Sex : Male
Father : Mr. K.V Thomas
Nationality : Indian
Marital Status : Married
Mother Tongue : Malayalam
Languages Known: English, Hindi,
Malayalam.
Objective
 To secure a responsible and challenging career in an
organizational environment.
Education And Experience
 B-Tech in Electronics and Communication Engineering.
 Designation: Lead – Quality
 Reporting To: Director – Quality
 Present Company: Sutherland Global Services
 Overall Experience-8.02 years
Current Employer: Sutherland Global Services
Skills
 Team facilitator.
 Extreme dedication.
 Excellent communication skills (English, Hindi and
Malayalam).
 Hardworking, Proactive, Disciplined.
 People Management .
 Ability to learn, evaluate and adapt new technologies very
quickly.
Technical Expertise
Windows 9x, Me, XP, Vista, MS Excel (Billing Reporting,
Formulating and VBA Macro, Graphical Analysis), MS
PowerPoint Presentations, Adobe Photoshop CSx,
Troubleshooting Printer, Laptop, Desktop, MS Office suite
(Installation & Trouble shooting)

2. Experiences
 Current Employer: Sutherland Global Services
 Website: www.sutherlandglobal.com
 Current Site: Cochin, Kerala, India
 Reporting To: Director-Quality
 Designation: Lead- Quality
 Department: Sutherland Quality Management System (SQMS)
 Period of Service: 6.8 years
 Project : AT&T (American Telephone and Telegraph Company)- USA
 Product : AT&T Uverse
 Specialization : Technical Support and Billing &Sales Support
Roles and Objectives:
1. Handling All Quality Related Daily/Weekly/Monthly Reporting including sales reports,
performance reports, shrinkage and attendance reports etc...
2. Creating VBA Macro Modules for all reporting purposes.
3. Point Of Contact for the Quality Team of ATT Uverse Technical and Billing/Sales support
working out from Sutherland locations Windsor – Canada, Houston-USA, Philippines- Davao
and India- Airoli (Mumbai).
4. Maintaining healthy and professional communication with the clients via calls and e -mails.
5. Mentoring and Leading a Team of 8 Quality auditors (level: 1 & 2) dedicated in monitoring
recorded, live and SBS customer interactions.
6. Assisting Quality Team with all reporting tasks. Creating excel based VBA modules for program
and client reportings.
7. Maintaining Monitoring adherence as per SOW.
8. Implementation of Monitoring Improvement Plan as per SOW.
9. Performing Audit the auditor (ATA) and Repeatability & Reproducibility checks on the Quality
Auditors to share their Area of Excellence and opportunities on their audits.
10. Supporting Operations with client end reporting and presentation documents to share daily,
weekly monthly performance (Billing Reports, Site’s Performance on First contact resolution,
training needs etc)
11. Training Quality Auditors on the Audit parameters.
12. Handling and Leading Calibration and Justification Conference calls with the clients on behalf
of the Quality team so as to be on the same page.
13. Handling training and coaching sessions for the Quality auditors to overcome area of
opportunities.
14. Monitoring recorded and live Inbound and Outbound customer interactions (Voice and Chat
support) of associates and team mangers.
15. Handling Coaching and feedback sessions for associates with their respective Team Managers
from Operations for improving their technical skills.
16. Handling random Side by Side call/chat barging of the agents & team Managers and coaching
them on a real time basis.
17. Handling and monitoring Escalation/Supervisor queue for inbound and outbound contacts.
18. Training new hires providing remote assistance via calls and chat on client based tools,
technical product knowledge gap, troubleshooting techniques and AT&T policies and
Procedures.
19. Handling Training and Certification process for ATT Uverse Field Technician as per client
directives.
20. Handling Training and Certification process for new hires providing remote assistance as per
client directives.
21. Coordinating with Sutherland internal Training team and AT&T training team for specific
consultant skill or behavioral training requirements based on the Quality monitoring
feedbacks.
22. Conducting Projects and tests on pilot front to achieve better customer and client satisfaction
by improving the quality scores.
23. Coordinating with Operations head in channelizing operations tasks as per client requirements.

3. 24. Handling production shrinkage reporting and planning to meet the service Level Agreement
(SLA).
25. Coordinating with AT&T Uverse R&D team for product upgrades and also to resolve technical
problems revolving around ATT Uverse products and equipment.
26. Supporting Operations with client end reporting and presentation documents to share daily,
weekly monthly performance (Billing Reports, Site’s Performance on First contact resolution,
training needs etc)
27. Coordinating with Risk Management team for performing Risk assessment Audits to meet
client requirements and to check any fraudulent activities for all Uverse Technical support and
billing/sales support sites.
28. Coordinating with the operations head to create and implement work Modules for a
site/Location based on the Risk management read outs to meet the client standard and
contractual agreement.
 Previous Employer: Allsec Technologies LTD
 Site Location: Chennai, India
 Designation: Transaction Monitoring Officer
 Reporting To: Manager (Operations)
 Period of Service: 1.6 years
Roles and Objectives:
1. Call Monitoring for Dell's Customer care ,Dells Global Financial Services and Technical
Support Executives in US ,Philippines and Indian agents
2. Monitoring Recorded ,live and SBS calls and giving feedbacks to the associates for
improving their skills
3. Coaching associates on Policies and Procedure as per client directives.
4. Coaching and training new hires on client based tools.
5. Sending Quality Reports for the daily and monthly targets to the clients
6. Sending advisory to the manager's for their respective agents to be coached on.
7. Live call barging for the agents and providing live performance details to their
respective Team managers
8. Spooling out recorded calls for the team members to analyze and setting up targets.
9. Handling Calibration and Justification Conference calls with the clients on behalf of the
quality team so as to be on the same page.
10. Handling Escalation/Supervisor queue for inbound and outbound calls
11. Training Quality Auditors on the Audit parameters.
12. Coordinating with Operations head in channelizing operations tasks as per client
requirements.
Achievements:
 Rashtrapati/President’s Award for Scouts & Guide
 Madhya Pradesh State Governors Award for Scouts & Guide
 Employee Of The Months
 Best Performer Of the year.

4. Academia
Hobbies:
Reading, Browsing, Learning about new Technological Innovations.
Declaration:
I hereby declare that the above-furnished details are true to the best of my knowledge.
Yours faithfully,
Daniel Thomas
Place: Kerala
Institution Course
Mount Zion College Of
Engineering Kadamanitta,
Patanamthitta, India
B E in Electronics and communication
Engineering.
St. Gabriel's, Higher
Secondary School,
Jabalpur, Madhya
Pradesh, India
Class 12th
St. Gabriel's, Higher
Secondary School,
Jabalpur, Madhya
Pradesh, India
Class 10th