Strengths
Total commitment to the assignment, capability to with stand in enormous pressure and ability to produce within deadlines.
Able to get along well with co-workers and accept supervision.
Client Relationship Management.
Strong People management skill.
Positive thinking towards goal.
Ready to take new challenges.
Produce work that is orderly and attractive.
Satisfying customer needs.
Achievements
Was awarded as Best Idea Lead for the quarter.
Awarded as the Super Talented Achiever of the year 2013.
Was awarded for reducing the Attrition level in the team.
Was awarded for achieving the service level as a sole ownership leading the team.
Was awarded for Best Customer Service & Practices by the overall Global Process Services Head.
Nominated as BCP owner for the team.
Professional Experience
Apr 2010 – Jun 2015.
IBM India Private Ltd, Bangalore.
Designation: Team Lead – Operations & Management.
Client: Qantas Airlines, Australia
Responsibilities:
Been under training as a Manager.
Providing end user customer service to the Qantas Airlines, Australia.
Handling a team of 40 and providing timely report to the managers on the current Service Level.
Managing the SLA on monthly/weekly basis.
Handling conference calls with all the support teams regarding the Flight Delay reports generated.
Handling Change Review Meeting with the support team & high level management.
Providing Remote desktop support & Managing Active Directory account for the Qantas Airlines Staffs.
Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation.
Monitor calls to ensure positive customer experience and provide direct feedback on observed performance.
Identifying Outliers & Conducting regular one on one session to ensure maximum employee satisfaction & productivity.
Ensuring team bonding and team interaction as to avoid attrition happening on the grounds of dissatisfaction in the team.
Handling conference calls with Fujitsu, Telstra, Skywire, Silverwater, Amadeus & other resolver groups.
Nominated as Acting SRM in the absence of actual SRM.
Work with the manager to develop/implement action plans to achieve desired performance levels.
Conducted performance feedback session for the team.
SPOC for open ticket issues, responsible to pull up reports and co-ordinate with other Group Leads to close the open tickets.
Respond to requests and inquiries from the higher level management within the pre-determined timeframe of our service level agreement.
Manage attendance & Timely Submission of Operations Review during weekends.
Identify solutions to work around open issues / problems that are under investigation or pending resolution.
Avaya CMS queue monitoring and skilling according to the tenure of the Customer service representatives.
Providing Process training for the new hires.
Have involved in transition of new applications, and worked till the transition was implemented on the production floor.
Involved in Campus / off campus recruitment for engineering graduates.
Knowledge of Airport hardware such as Kiosk, Barcode scanner, RFID device, ABD, FID monitor and Optus mobile.
Conducting team huddle and briefing new agents on latest process update.
Assisting team members in installing up to date software that are required for the process.
Sept 2008 – Dec 2009.
Miracle Telecom Services Private Ltd, Bangalore.
Designation: Team Lead – Customer Service Team.
Responsibilities:
Managed a team of 15 Customer service engineers by allocating job to each member and ensured that the target is completed on a daily basis.
Motivating associates through effective management, career development & implementation of reporting mechanism.
Conduct audits & share feedback with team members
Involved with the sales team in promoting products & services.
Coordinated with US & Canadian originating and terminating carriers in porting.
Solving technical tickets and assist the team in solving complex technical tickets.
Handling escalated calls.
Coordinate with the management and bring into effect newly released policies in the customer support those changes according to business requirements.
Providing status updates on all service requests being logged each day.
Ensure transparent communication between team members and their wellness.
Worked with the web development team for the improvement of website by implementing SEO Techniques.
Provided resources in implementation of new website and CSS template for ticketing.
Assure that the team members have the necessary education and training to effectively participate on the team.
Encourage creativity, risk-taking, and constant improvement.
Keep the project manager and product committee informed of task accomplishment, issues and status.
Managed customers expectations, provide timely status updates and ensure an accurate and complete resolution that meets their expectations.
Assisted in the development of other employees through participation in education and training activities.
Worked with the Software team for the productivity of the organization.
Sep 2007 – Aug 2008.
Zingo BPO Services Private Ltd, Bangalore.
Designation: Senior Technical Support Executive – Telecom.
Responsibilities:
Researches technical hardware problems in Telecom devices such as Linksys SPA 2100, SPA 3000, SPA 9000, SPA 942, SPA 941 as well as on Call Butler and provide end-user technical solutions.
Have been promoted as a acting Team Lead.
Handling training sessions for the new Customer service & Technical support executives.
Monitoring junior technical support executives.
Worked with the Software team for the productivity of the organization.
Remote management i.e. solving technical problems remotely & providing full support for junior engineers.
Aug 2006 – Sep 2007.
Zingo BPO Services Private Ltd, Bangalore.
Designation: Technical Support Executive – Telecom.
Responsibilities:
Troubleshooting customer issues related to Telecom VOIP Hardware, Networking & Operating System. (SPA 2100, 3000, 9000, 941, 942)
Providing Technical solutions through phone and E-mail support.
Qualifications
Qualification/ School/College Board/University Class
B.Tech Information Technology. M.A.M College of engineering, Trichy Anna University First Diploma in Electronics & Communication engineering. Kalaivanar NSK Polytechnic, Nagercoil. Department of Technical education, Chennai, First
SSLC BHEL Matriculation Higher Secondary School, Trichy. State Board, First
IT Proficiency
Operating Systems : Microsoft Windows 95/98/2000/2003/XP.
Word Processing : Microsoft Word.
Spreadsheet : Microsoft Excel.
Presentation : Microsoft PowerPoint.
Training & Certifications
ITIL Foundation certified.
Diploma in Airport Management and Customer care, Avalon Aviation Academy.
Completed Internship at the Chennai International Airport.
Basic Ticketing training – Kingfisher Aviation College, Mumbai.
Nominated as a Team Lead for the Internship at the Chennai International Airport.
Diploma in Electronics Servicing and Maintenance Technology at TREC STEP, Trichy.
