Experience

• 

  Hgs - hinduja global solutions

  Jun 2009 - Jan 2012

  Team leader

  • Handling customer queries and complaints• Handling escalations• Handling 20 to 25 Members of Team & there performance.• Diagnosing customer complaints• Providing accurate solution to customer• Data maintenance

• 

  Wipro infotech., mysore (karnataka)

  Jan 2013 - Sept 2015

  Service desk coordinator
• 

  Wipro

  Sept 2015 - now

  • Manage a multi shift production environment.• Mapping client’s requirements and coordinating, developing, and implementing processes in line with guidelines.• Monitoring the overall functioning of processes, identifying improvement areas and implementing and adequate measures to maximize customer satisfaction.• Ensure smooth functioning of the process and compliance to procedures and policy guidelines• Conduct daily/weekly review meeting with team to identify the gaps and to take corrective actions to mitigate.• Managing escalations, review & actively drive unresolved/long pending customer requests or incidents towards closure.• Preparing MIS reports as per SLA with a view to apprise management Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements on achieving higher customer satisfaction metrics.• Attended client meetings to learn professionalism and client case handling basics• Tracking the renewals to avoid slippages and timely billing for achieving projected revenue targets.• Drive Automation for account and maintain account Hygiene like Monitoring, Patch Management , CMDB , Backup• Service delivery - SLA achievement and high level of customer satisfaction • Maintain SLA doc for all the activities performed by the team, collect performance data and analyze. Weniger anzeigen • Leading a team of 15 members on day to day Operations• Service delivery - SLA achievement and high level of customer satisfaction • Single point of contact for Escalation for internal and external customers• Reporting to senior managers on any issue that can significantly impact the business• Filling up gaps at Major incident process adherence in terms of artifacts• Manage review & actively drive unresolved tickets/SR or incidents towards closure.• Identifying process loopholes by organizing meetings with the SPOCs of each department from the grass root level; conducting brainstorming sessions• Setting out in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs for their services• Leading, mentoring & monitoring performance of team members to ensure efficiency in process operations and meeting of individual & group targets• Directing ITIL process including Incident management ,Service level management ,Configuration Management ,Risk management ,Change management & Release management Weniger anzeigen

  • Operations Manager

    Jan 2020 - now

  • Operations Lead

    Jan 2017 - Jan 2020

  • Service Desk Lead

    Sept 2015 - Jan 2016
• 

  Infosys

  Jan 2022 - now

  Lead consultant