Experience

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  Knc school

  Jul 2003 - Aug 2007

  Teacher & admin coordinator

   Teaching Primary classes. Plan, initiate, and manage administrative activities within School Premises Organizing Educational camps and Inter School meets. Coordinate meetings and conferences relating to School Screen phone calls and visitors directed to School Order stationery supplies for school by completing order forms and send to suppliers Keep record of pupil absences, write to parents of the pupils about the absences and complete pupil absence forms for DFE Enter pupil data on joiners and leavers on system Participate on interview panels and coordinate induction for new staff, as required. Maintain computerized personnel records, ensuring accurate records of staff details, including type of contract, pay etc, and recording ethnic monitoring information Show less

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  Sutherland

  Sept 2007 - May 2008

  Technical support executive

   To provide technical support for the US Business customers To resolve customer’s query regarding software  To provide assistance on customer’s data base  To install and uninstall the software  To remotely assist customers configuring, Email clients and Palm devices

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  Hcltech

  May 2008 - Jul 2016

   Auditing Data Entry ,Billing & Invoice Delivery on daily basis based on sampling method Ensure prompt and accurate service and achievement of targets Ensuring consistent improvement in the overall Quality and Training of the process  To assist new members of the team by updating knowledge & bridge process gap Preparing weekly and monthly dashboard for Management & Client reviews  To conduct and initiate weekly/monthly team and client meetings on regular basis to ensure all problems are dealt with effectively & efficiently Be directly responsible towards fostering the development of team by motivating them To ensure team achieve productivity and quality roster adherence Raise Kaizen’s to implement new ideas for process improvement. Ensure the professional and ethical conduct of team members To provide performance based feedbacks & Accountable for smooth flow of operations Show less  Audit Calls on daily basis and provide performance based feedbacks  Circulating daily/weekly/monthly Quality reports to Clients & Management To provide technical assistance on real time basis Conduct Team Huddles and provide process and product related updates on a daily basis To coach the new agents and to monitor their performance Ensuring consistent improvement in the overall Quality and Training of the process by driving Internal and External Quality Initiative Conducting training for bottom quartile performers along with process tests Promoting a clear understanding of the importance of quality measures and control within the customer service and support industry Conducting and attending buzz sessions wherein the Quality team addresses the Operations team to enhance productivity, performance and quality Conducting Calibration Sessions with Internal & External Quality members & Ops Team Show less

  • Performance Improvement Coach

    Jan 2013 - Jul 2016

  • Quality Analyst

    May 2011 - Jan 2013

  • Technical Support Executive

    May 2008 - May 2011
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  Cognizant

  Feb 2019 - Jul 2020

  Team lead

   Provide support and a point of escalation to a team of service desk analysts and assist the Managers in their responsibilities Regularly monitors and reports on relevant IT Support metrics and service levels. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Maximize productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets. Ensure process, procedural and contractual agreements are being followed correctly by the team. Daily, Weekly, Monthly & Ad-hoc reporting when required.  Point of escalation for both internal and external customers, taking ownership through to resolution Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s Show less