Paul T
Delivery Operation Team Lead
Hyderabad
Summary
Current Profile Over 10 years of rich corporate experience in Non-voice & Support centers. A competent Client Relationship Management professional with insightful experience in operations management. Ability to manage a team, also prioritize tasks and workloads in order of importance. Coaching and mentoring the agents/top talents and groom them for their next level Ability in coordinating with internal/external clients for running successful business operations. Domain Skills: Operations Management Team Management Logistic Management Performance & SLA Management Project Management Operations Planning Client Relationship Management Escalation Management Employee Engagement
Overview
16
16
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Acting Team Lead
Accenture Solutions Private Limited, Uber
06.2015 - 10.2020
- Responsibilities & Highlights:
- Managed a team of 15 auditors, who were auditing the IT tickets raised by the end-users across the globe
- Responsible to maintain quality & provide feedbacks for all audited tickets related to Technical issues
- Responsible for Meeting & Exceeding SLAs and ensure smooth operations on the floor
- Taking care of performance management for associates
- Ensure optimum performance of the team on productivity & quality metrics
- Perform Spot checks on tickets and Service requests for review for all P1, P2 & P3 tickets
- Discuss, analyze, strategize with Operations & Training teams to improve Service Quality
- Taking care of performance documentation for an individual/ team performance
- Responsible for all engagement activities along with employee wellness programs
- Ensuring that the team members are motivated, monitored & measured and aligned to the
- Organization’s goals and performance standards
- Reported on updates to project specifications and progress.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Continuously checked products for quality assurance according to strict guidelines.
- Trained new team members by relaying information on company procedures.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Participated in cross-functional team-building activities.
Senior Customer Support Specialist
Dell Computers Private Limited
Hyderabad
02.2005 - 08.2010
- Auditing concession requests for various ABU (American Business Unit) Care Outsource sites like Microdine, ClientLogic etc
- Providing feedbacks to outsource partners to avoid rejections on concessions
- Responsible for co-coordinating and running new hire orientation
- Managing trainee's attendance, generating headcount reports for Training
- Identifying top talent and grooming them to next level
- Coordinating with other support departments to provide smooth functioning of Business
- Responsible for Meeting & Exceeding SLAs and ensure smooth operations on the floor
- Identify potential process improvement areas, KMS and Training requirements for the team
- Maintaining close communication with managers and staff to discuss training needs and to ensure that they are fully aware of training opportunities available
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Processed customer adjustments to maintain financial accounts.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
Education
2020 SME / -
Accenture Solutions Pvt. Ltd
06.2015 - 10.2015
Financial services as FSR Auditor for Dell Inc -
Dell Computers Pvt. Ltd
02.2005 - 08.2010
B.Com - Computers
Osmania University, Kendriya Vidyalaya
PG Diploma - Computer Applications
ITIL V3 Foundation From Simplilearn. -
PG College
SecunderabadPMI Agile Certified Practitioner (PMI-ACP)
Skills
Technical Skillsundefined
Certification
ITIL V3 Foundation
Timeline
Acting Team Lead
Accenture Solutions Private Limited, Uber
06.2015 - 10.2020
2020 SME / -
Accenture Solutions Pvt. Ltd
06.2015 - 10.2015
Senior Customer Support Specialist
Dell Computers Private Limited
02.2005 - 08.2010
Financial services as FSR Auditor for Dell Inc -
Dell Computers Pvt. Ltd
02.2005 - 08.2010
B.Com - Computers
Osmania University, Kendriya Vidyalaya
PG Diploma - Computer Applications
ITIL V3 Foundation From Simplilearn. -
PG College
PMI Agile Certified Practitioner (PMI-ACP)
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