Sabarinathan Murugan

Experience

• 

  Aditya Birla Minacs

  Apr 2010 - Jan 2013

  Senior Escalation Support Specialist

  • Took complete responsibility of the L2 Team in the absence of Coach, and acted point of contact for support functions like IT, transport department, admin services and the HR team to address any process level or employee level issues.• Mentored new teams on board, and helped them understand and deliver curriculum as per business requirements, through skill transfers and practice (demonstration) sessions.• Cross-trained agents into other LOB’s with results above 95% improving overall productivity and eliminating additional cost.• Monitoring queue and driving performance of the team to ensure SLA’s as defined by the client are consistently delivered.• Conducting regular refresher training sessions thereby ensuring that the team meets the targets and performance variation across team members is reduced.• Participating in process level joint call calibration sessions.• Identifying agents with product related concerns.• Prepared all appropriate reports and delivered in a timely manner.• Resolve customer’s issues via the telephone. • Act as single & last point of contact for the escalation, understand and assess how the issue affects the customer.• Regular follow-ups with customers with recommendations, updates and action plans. • Participate in technical communications within the Team to share best practices.• Working with Site Support Engineering, Executive Relations, and Customer Relations handling critical/sensitive issues. Show less

• 

  Symphony Teleca

  Feb 2013 - Oct 2015

  IT Consultant - Product Support
• 

  IBM

  Mar 2016 - Sept 2021

  • Technical Support Team Lead

    Feb 2019 - Sept 2021

  • System Operations Specialist - AS400

    Mar 2016 - Jan 2019
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  Kyndryl

  Sept 2021 - now

  Operations Team Lead