Bharath Saraswathi Bhatla

9+ Years Experience

Experienced Team Lead with a strong background in managing large operational teams and customer support environments. Proven expertise in Jira ticket management, client communication, reporting, and process optimization. Adept at driving performance excellence, maintaining zero escalations, and leveraging AI-based solutions to improve efficiency and customer satisfaction.

• Team Leadership & People Management
• Jira & Customer Ticket Management
• Client & Stakeholder Engagement
• SLA & Service Delivery Management
• Performance Coaching & PIP Handling
• Reporting & Data Analysis
• Process Improvement & Automation
• AI-Based Insights & Summaries
• Quality Audits & Compliance

Team Lead – Operations / Service Delivery

• Managed a 45-member team handling Jira and customer tickets via client portals.
• Ensured SLA adherence and maintained zero escalations across clients and internal stakeholders.
• Supported resolution of complex and critical issues using internal tools.
• Published daily, weekly, monthly, quarterly, and annual reports for clients and leadership.
• Delivered bi-weekly client presentations with performance metrics and insights.
• Collaborated with Engineering teams on tool understanding and feature enhancement requests.
• Implemented AI-driven solutions for summaries, insights, and improvement recommendations.
• Conducted one-on-one sessions, performance coaching, and managed PIPs.
• Performed audits and structured feedback sessions to ensure quality and transparency.
• Groomed team members for career progression and ensured timely recognition.

Jira | Internal Ticketing Tools | MS Excel | PowerPoint | Reporting Dashboards | AI Tools | SQL Queries