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Anup Kumar
Team Leader, Operations(Technical Support) For Texas Instruments Process In Concentrix Daksh Services India Private Limited
Bengaluru
Summary
Multi-tasking Team Leader well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Team Leader in Texas Instruments Process
Concentrix
Bengaluru
11.2020 - 09.2023
- Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
- Contributed to interviewing process and made new hire recommendations.
- Set schedules and oversaw daily workflow.
- Helped set and manage objectives for quality, productivity and compliance.
- Motivated and trained employees to maximize team productivity.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Subject Matter Expert in Texas Instruments Process
Concentrix
Bengaluru
10.2018 - 10.2020
- Designed and prepared technical reports, studies, and related documentation.
- Supported enterprise and business goals by introducing new product and service offerings.
- Improved user productivity and efficiency through system training and support.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Analyzed business problems, identifying root causes and developing robust solutions.
Subject Matter Expert in Avalon Process
Concentrix
Bengaluru
08.2017 - 09.2018
- Trained team on iOS and Mac. Conducted Brainstorming sessions asking team to come up with different ideas and solutions for resolving an issue.
- Imparted knowledge about Apple iOS and Mac OS.
- Supported team in troubleshooting common Apple iOS and Mac OS issues.
Senior Customer Executive in Avalon Process
Concentrix
Bengaluru
08.2016 - 07.2017
- Troubleshooted iCloud related issues.
- Handled escalations related to iOS, Mac OS, Watch OS, Apple email accounts, Physical Damages, Warranty related issues.
- Collaborated with Apple authorized service centres and provided resolution to customers.
Customer Support Executive in Avalon Process
Concentrix
Bengaluru
05.2015 - 07.2016
- Did basic troubleshooting for iOS, Mac OS and Apple OS related issues.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Customer Service Executive in RMCB Process
Aditya Birla Minacs
Bengaluru
07.2014 - 04.2015
- Worked in outbound collections process for RMCB process.
- Used manipulation, convincing and persuasion skills and helped Clients to get payments for long outstanding medical bills.
- Helped users settle the bills as per Clients requirement.
Customer Service Executive in BT Process
Infosys BPO
Bengaluru
06.2013 - 06.2014
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue.
- Worked on billing related issues, provided compensation as per requirement.
- Used convincing skills and did sales of BT Broadband, BT TV, Phone to users and generated revenue for the clients.
- Arranged engineers for house visit for troubleshooting hardware related issues.
Team Leader
Hexaware Technologies
10.2023 - Current
Education
B Tech In Electronics And Communication - Engineering
BBDNITM
Lucknow, Uttar Pradesh 06.2007 - 05.2011
Senior School Examination - Science(CBSE)
St. Joseph's School
Rihand Nagar 04.2002 - 03.2003
Senior School Certificate - Science
DAV PUBLIC SCHOOL
Rihand Nagar 04.2005 - 03.2006
Skills
Knowledgeable in Windows OS, Microsoft Office Applications , MAC OS and iOS applications VPN configuration with troubleshooting, Proxy troubleshooting, OS upgradation, updating security patches, Troubleshooting Outlook and Excel issues
Managing Key performance indicators like CSAT, Quality, Compliance, SLA, AHT Identifying and analyzing the root cause
Hands On experience troubleshooting issues on Windows, Mac OS, iOS, Watch OS
Worked on ITSM Creating , resolving and escalating tickets as per requirement Creating incidents and service requests on behalf of customers, recategorizing incidents by service and category, setting the priority for resolving incidents based on impact and urgency, investigating and diagnosing incidents and researching solutions Handled calls, chats, emails or tickets filed through Helpticom portal
Worked on Active Directory Domain, ADM account troubleshooting , Enabling Domain systems RCA for AD account lockouts, removing system from no patch and legacy restrictions, providing Bitlocker key, Providing admin access to download authorized softwares, providing access to WebEx Teams, providing Bitlocker key
Critical incident management Worked in priority 1 queue Handling Production Stop calls impacting Clients business which can affect the finances 24*7 process
Email issues Handling mailbox full issues, blocked email issues, providing temporary additional storage to users who are unable to send/receive emails Proactive monitoring of exchange infrastructure using Track and Trace, tracking email using symantec
Pretty strong in Mathematics Developed quick calculation skills with regular practice
Interests
Timeline
Team Leader
Hexaware Technologies
10.2023 - Current
Team Leader in Texas Instruments Process
Concentrix
11.2020 - 09.2023
Subject Matter Expert in Texas Instruments Process
Concentrix
10.2018 - 10.2020
Subject Matter Expert in Avalon Process
Concentrix
08.2017 - 09.2018
Senior Customer Executive in Avalon Process
Concentrix
08.2016 - 07.2017
Customer Support Executive in Avalon Process
Concentrix
05.2015 - 07.2016
Customer Service Executive in RMCB Process
Aditya Birla Minacs
07.2014 - 04.2015
Customer Service Executive in BT Process
Infosys BPO
06.2013 - 06.2014
B Tech In Electronics And Communication - Engineering
BBDNITM
06.2007 - 05.2011
Senior School Certificate - Science
DAV PUBLIC SCHOOL
04.2005 - 03.2006
Senior School Examination - Science(CBSE)
St. Joseph's School
04.2002 - 03.2003