Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
CustomerServiceRepresentative

Angel Jayanthi S

Sr. Team Leader
Bengaluru

Summary

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. Lead Assistant with talent supporting senior managers and upper management in decision making and improved productivity. Manage administrative and clerical functions, scheduling, logistics, meetings and provide follow-up on important projects and initiatives. Strong organizational and communication skills with attention to detail and accuracy.

Overview

17
17
years of professional experience
3
3
years of post-secondary education

Work History

Sr Team Leader

Concentrix
05.2023 - Current
  • Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
  • Conducted team member meetings and updated members on best practices and continuing expectations.
  • Discovered training needs and provided coaching.
  • Set clear team goals and delegated tasks and set deadlines.
  • Oversaw the successful execution of multiple projects by effectively managing risks and addressing potential issues proactively.
  • Mentored junior team members, providing guidance and support to enhance their career progression.
  • Produced weekly, daily and monthly activity reports and forecasts.
  • Conducted regular reviews of operations and identified areas for improvement.

Quality Analyst

Concentrix
01.2022 - 05.2023
  • Company Overview: Client: NetApp
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
  • Administered internal quality audits and assessed results to inform corrective action measures.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
  • Developed training materials, SOPs and work instructions to supplement new team member onboarding.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Analyzed quality and performance data to support operational decision-making.
  • Deliver coaching feedback to agents.
  • Conduct and evaluate customer feedback surveys.
  • Exceptional listening and analytical skills.
  • Detail-oriented.
  • Client: NetApp

Logistics Support Specialist

Concentrix
03.2013 - 12.2021
  • Company Overview: Client: NetApp
  • Providing Logistics Support to customers globally, working with Third Party Logistics like UPS, DHL and FEDEX to manage shipments.
  • Work with Logistics Planning Team to arrange field replaceable units in local country depots.
  • Managing orders in SCM to provide Customer and Client the best and most efficient way to replace units within SLA.
  • Manually sourcing inventory in the event of system outage and coordinating with planning team to place large and next flight out order.
  • Managing return shipment for refurbishing failed unit.
  • Order management of Technical/Non-Technical Issues. Transferring complicated issues to level 2 and level 3 team.
  • Handled high volume inbound calls and Emails.
  • Troubleshooting and identifying failed parts like disk drive, power supplies etc for servers.
  • Dispatching engineers and scheduling hardware replacement.
  • Initiating Root Cause Analysis with Engineering Team for P1/Abnormal Cases.
  • Handled End to End Support for Enterprise Accounts which included technical and logistical issues.
  • Work with Regional Manager and Technical Manager to track failure Rates, SLA Metrics and New Installation.
  • Worked with customers and account managers to suggest and update site specific process.
  • Closely worked with sales and engineering team to ensure system information and customer contract were up to date.
  • Client: NetApp

Senior Process Executive

Infosys BPO Limited
05.2008 - 02.2013
  • Started at Infosys as a Process Executive [Advisor] dealing with queries for British Telecom- One of the leading telecom Industry in UK from May 2008 and was part of customer service team which deals with Order tracking, fault reporting and tracking, billing queries from customers.
  • Was part of the Escalation Team which dealt with escalations related to Delayed Repairs.
  • Responsible for improvement in process, monitoring and evaluating the existing processes.
  • Taking escalations and resolving the issues of dissatisfied customers on priority basis thereby stopping the case getting escalated any further.
  • Clearing all process related doubts for process executives and imparting new skills in them by taking proactive coaching sessions.
  • Giving Feedback to the agents on the ways to improve in their performance & Quality of work.
  • Identify process improvement opportunities and reporting the same to the Management.
  • Conduct briefings to the team on daily update through team huddles and team meetings.
  • Helping team lead with the RCA's for key metric's to have coaching arranged for BQ Agents.
  • Pro-Active coaching conducted for agents based on reports generated by escalation report tracker.

Education

Bachelor of Commerce -

Mount Carmel College
05.2005 - 05.2008

Skills

Analytical skills

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Accomplishments

  • Have won the 'BEST SUPPORTIVE COACH' award.
  • Superstar of the month.
  • Extra miler awards.
  • Agent achievement awards.
  • Outstanding LSS performance awards.
  • Have received multiple customer appreciation for excellent customer service.
  • Have been appreciated by Team Leaders for being supportive to their team and for improving team scores.
  • Have been appreciated from clients for dealing with customer's complaints efficiently.
  • Led a team of 6 members which worked on a project of reducing 'REPEATS' score for the site.
  • Was appreciated for the performance of the team in team leader's absence.
  • Best operations support awards.

Interests

Volunteering and community involvement
Reading
Listening to music
Painting

Timeline

Sr Team Leader

Concentrix
05.2023 - Current

Quality Analyst

Concentrix
01.2022 - 05.2023

Logistics Support Specialist

Concentrix
03.2013 - 12.2021

Senior Process Executive

Infosys BPO Limited
05.2008 - 02.2013

Bachelor of Commerce -

Mount Carmel College
05.2005 - 05.2008

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