Summary
Overview
Work History
Education
Skills
Bike riding, Playing Snooker and Badminton
Timeline
Generic

Anantharaman Krishnasamy

Team Lead
Chennai

Summary

Dedicated service based professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience
3
3
years of post-secondary education
2
2
Languages

Work History

Queue Lead - Palo Alto Networks

Movate (Formerly CSS Corp)
Chennai
03.2019 - Current
  • Manage and co-ordinate the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents and requests
    • Develop and implement ticket handling and escalation policies and procedures
    • Develop and implement team and inter team workflow processes
    • Lead, co-ordinate and allocate incidents and requests
    • Be an escalation point and provide co-ordination and support for to the team during high severity incidents
    • Raise and work with other team leaders on resolving reoccurring incidents / requests
    • Ensure processes are carried out in accordance with agreed standards or procedures
    o Record, classify and prioritise requests and incidents via phone and tool set templates
    o Identify and record incident symptoms, determine possible causes and either resolve or allocate for resolution
    o Ensure documentation of incident resolution, where it may be reusable is submitted into knowledge base
    o Verify with the affected users that the service requests / incidents has been satisfactorily fulfilled / resolved and then close
    • Sharing observations and recommendations to the client regarding:
    o Identification of problems or recurring incidents
    o Identification if trends in incidents and service requests logged and input for consideration as projects, upgrades
    • Contribute to Service level reporting to management
    • Lead team planning, decision making and service improvement activities
    • Implement service improvement ideas
    • Contribute and encourage the development of information into the knowledge base

Team Leader - Operations (Cambium Networks)

Movate (Formerly CSS Corp)
Chennai
03.2016 - 02.2019
  • Training new customer service team members for enterprise TAC Support
  • Using customer relationship management software (Salesforce) to document customer interactions
  • Monitoring average call length and overall team volume
  • Listening to individual calls to ensure quality
  • Leading performance reviews for team members
  • Creating intervention and improvement plans for TAC team members
  • Suggesting new procedures to improve services rendered to customers
  • Resolving escalated customer issues
  • Motivating customer service team to meet goals

Customer Support Officer

Allsec Technologies
Chennai
03.2015 - 02.2016
  • Monitor accounts to identify outstanding debts
  • Investigate historical data for each debt or bill
  • Find and contact clients to ask about their overdue payments
  • Take actions to encourage timely debt payments
  • Process payments and refunds
  • Resolve billing and customer credit issues
  • Update account status records and collection efforts
  • Report on collection activity and accounts receivable status

Education

Bachelor of Science - Computer Science

Vels University
Chennai, India
04.2010 - 05.2013

Skills

    Team leadership and coaching

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Bike riding, Playing Snooker and Badminton

I enjoy going for a long ride on an early morning to energize my mind and thoughts. Playing Snooker and badminton has always enhanced by thinking capabilities and my physical fitness and helped me with a healthy progress in my profession

Timeline

Queue Lead - Palo Alto Networks

Movate (Formerly CSS Corp)
03.2019 - Current

Team Leader - Operations (Cambium Networks)

Movate (Formerly CSS Corp)
03.2016 - 02.2019

Customer Support Officer

Allsec Technologies
03.2015 - 02.2016

Bachelor of Science - Computer Science

Vels University
04.2010 - 05.2013

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Anantharaman KrishnasamyTeam Lead