Abhilasha B S
Team Lead
Bengaluru
Summary
Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Aim to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Team Lead / Associate
Goldman Sachs Services Pvt Ltd
Bengaluru
08.2021 - Current
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations while servicing 20 customers per day.
- Specialized in field of exchange and voice (cisco) to provide excellent service on products related to this.
- Lead tech team of 20 that supports Senior most Partner MDs of firm with white-glove treatment
- Maintained networking between different development and platform teams to streamline any support related issues.
- Worked different stations to provide optimal coverage and meet service goals.
- Trained new team members by relaying information on company procedures and Compliance/tech Risk requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Developed monthly and daily reports to analyze and deliver on customer service and finesse metrics.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Held weekly team meetings to inform team members on company news and updates.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Evaluated customer service staff performance and provided constructive feedback.
IT Senior Analyst
Collabera Technologies Pvt Ltd
Bengaluru
02.2020 - 08.2021
- Researched and adopted new technologies to add value to existing offerings.
- Provided primary customer support to internal customers.
- Participated in internal audits regarding quality management system.
- Investigated system issues and implemented resolutions to reduce downtime.
- Routinely worked on OS, application level issues (MS office, bloomberg etc.,), Voice (cisco systems) and all that accompanies firm's technical infrastructure
- Organized system operating procedures to strengthen controls.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls (30-35 per day on average) with minimal wait times.
- Answered customer emails promptly to avoid high wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Utilized customer service software (Service-now and CUIC) to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
IT Administrator
Wipro Limited
Bengaluru
10.2018 - 12.2019
- Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.
- Promoted to L2 support personnel within 4 months due to outstanding performance and services provided to employees of Wipro
- Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
- Planned and implemented upgrades to system hardware and software.
- Researched and recommended new technologies and strategies for improving system performance.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Implemented and maintained virtual private networks.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and resolved hardware and software issues.
- Installed and configured network printers and other peripheral devices.
- Worked extensively on re-imaging of laptops with windows and MacOS and administration of applications via control panel and Registry
Education
Bachelor of Technology - Aerospace Engineering
Alliance College of Engineering And Design
Bengaluru 08.2014 - 04.2019
Skills
Trend Tracking
Performance Monitoring
Schedule Management
Diversity and Inclusion
Mobile Device Management
Service Level Agreements
Help Desk Support
Incident Management
Customer Success Management
Microsoft Exchange
CUCM and Desk phones
Cross-functional teams leadership
Team leader
Executive team leadership
Team Leadership & Development
Accomplishments
- Supervised team of 20 staff members.
- "New star on the block" award by Wipro within months of Employment
- Extensive appreciation by customers and teams worked with on my dedication and flexibility across the firms I have worked with
- promoted to L2 within 4-5 months due to outstanding performance
- Stepped into Lead role in time of need with minimal training and lead the team effectively for maximum productivity and harmonious collaboration
- joined International Club Toastmasters (public speaking) and have veen made an officer of the corporate club within 2 months
Hobbies
- Reading books (fiction and non-fiction)
- Writing poetry
- Table Tennis
- Taking Part in toastmaster events
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Timeline
Team Lead / Associate
Goldman Sachs Services Pvt Ltd
08.2021 - Current
IT Senior Analyst
Collabera Technologies Pvt Ltd
02.2020 - 08.2021
IT Administrator
Wipro Limited
10.2018 - 12.2019
Bachelor of Technology - Aerospace Engineering
Alliance College of Engineering And Design
08.2014 - 04.2019