Abhilash Hari
Bengaluru
Summary
Accomplished Team Leader Supervisor with a proven track record at Moder an Archwell Company, enhancing operational efficiency by 25% through strategic process optimization and robust project management. Expert in leveraging Tableau for insightful data analysis and adept at fostering team collaboration. Demonstrates exceptional business communication and leadership, driving significant client satisfaction and revenue growth.
Overview
8
8
years of professional experience
Work History
Team Leader Supervisor
Moder an Archwell Company
11.2021 - 04.2024
- Led a team of 60 staff members in Operations, optimizing workflows and ensuring adherence to quality standards for US Clients, while identifying upselling and cross-selling opportunities to drive additional revenue.
- Supervised daily operations, including scheduling, resource allocation, and task assignments, ensuring efficiency, cost-effectiveness, and alignment with business goals while integrating sales-driven KPIs.
- Developed and presented Project SOW, SOPs, Vendor Billing, Payroll, and Weekly/Monthly/Quarterly Business Reviews to key stakeholders, leveraging Tableau, Power BI, and Excel-based analytics to track operational performance and sales impact.
- Optimized processes, implementing strategic initiatives that boosted productivity by 25%, while aligning operations with business development efforts to enhance client engagement and retention.
- Managed operational client issues, successfully resolving over 300 cases without escalation, maintaining a 95% quality and client satisfaction rate, and leveraging issue resolution as an opportunity for customer expansion and premium service offerings.
- Led end-to-end project transitions, ensuring seamless onboarding of new clients and integrating sales-focused strategies to maximize client lifetime value.
- Conducted root cause analysis using Fishbone diagrams and Six Sigma methodologies, reducing defect rates by 25% and enhancing service delivery, leading to increased customer trust and revenue growth.
- Prepared project roadmaps and delivered reports to stakeholders, highlighting key sales and operational metrics, revenue growth opportunities, and customer experience insights.
- Facilitated collaboration between project teams, senior management, and external partners, aligning expectations and ensuring smooth communication to drive business development initiatives.
- Developed and maintained interactive dashboards and data visualizations, leveraging Tableau and Power BI to monitor real-time performance, identify sales patterns, and optimize decision-making.
Operation Analyst & Team Lead
Firstsource Solutions
06.2016 - 11.2021
- Led a team of 20 service desk technicians, ensuring exceptional customer service, and identifying opportunities to upsell premium support services and additional IT Solutions. revenue growth. Developed and implemented targeted training programs to enhance both technical expertise and sales acumen.
- Optimizing Customer Interactions:
Integrated sales strategies into daily support activities by coaching technicians to recognize customer needs and recommend premium support packages, add-on services, and product upgrades, effectively converting service interactions into sales opportunities. - Data-Driven Sales Insights:
Utilized the ServiceNow ticketing tool to efficiently manage workflows and track customer requests, identifying trends that informed targeted upsell campaigns. Developed detailed reports using Tableau and Power BI to monitor conversion rates, analyze customer pain points, and optimize sales strategies. - Technical Support with a Sales Focus:
Diagnosed and resolved issues related to Microsoft operating systems, Office 365, Active Directory, and other MS technologies while strategically positioning complementary solutions to enhance customer outcomes. Consistently suggested tailored IT solutions that aligned with both immediate needs and long-term value. - Cross-Functional Collaboration:
Collaborated with IT, sales, and marketing teams to design and refine customer segmentation strategies and targeted messaging, leading to improved cross-selling and upselling efforts. Identified recurring technical issues and partnered with sales teams to develop proactive service offerings that minimized future incidents and generated additional revenue streams. - Performance Optimization:
Conducted regular performance evaluations, provided actionable feedback, and identified training needs to develop the team's technical and sales capabilities. Implemented key performance indicators (KPIs) to track upsell success and overall sales performance, resulting in consistently meeting and exceeding revenue targets.
Education
B.COM -
Indian Virtual University
2016
Skills
- ITIL V4 Certified
- Operations/People Management
- Business Communication
- Service Delivery
- Project Transition
- Project Management
- Microsoft Windows Tools
- ServiceNow
- Data Analysis
- Tableau
- Power BI
- Technical Support
- Troubleshooting
- Team supervision
- Overtime management
- Goal setting
- Change management
Languages
English
Hindi
Kannada
Tamil
Telugu
Timeline
Team Leader Supervisor
Moder an Archwell Company
11.2021 - 04.2024
Operation Analyst & Team Lead
Firstsource Solutions
06.2016 - 11.2021
B.COM -
Indian Virtual University
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