Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Work Availability
Work Preference
Software
Timeline
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Dhilipan Pushparaj

Dhilipan Pushparaj

Team Lead - Operations
Chennai

Summary

Dynamic Operations Team Lead with wide knowledge of NIQ products and processes with a proven track record in team management at NIQ & TCS. Expert in stakeholder engagement and process improvement, achieving enhanced customer satisfaction through analytical insights. Skilled in training and mentoring, fostering a culture of continuous development and operational excellence.

Overview

14
14
years of professional experience
2010
2010
years of post-secondary education

Work History

Team Lead - Support Operations

NielsenIQ Pvt Ltd
01.2022 - Current
  • Team management-Managing the team of Sr DPAs (Support Associates), acting as escalation point while fostering team development through regular coaching..
  • Collaboration: Liaising and collaboratively working with RDDS internal, NGH Acct Mgmt, NGH Tech & Infra teams to resolve client queries and to support ongoing delivery of business intelligence reports utilizing various production & analytical reporting tools.
  • Services: Acting as the point of contact for HR, Admin and Governance teams to facilitate the services to enable ongoing support operations.
  • Quality Control: Responsible for overall quality monitoring, reporting and volume analysis by driving an on-going focus.
  • Change Management: Identifying any change in Connect Discover systems that impact RDDS OSA processes, analyze potential challenges and planning on the effective implementation of changes and improvements.
  • Customer Satisfaction: Always ensuring to deliver the results on-time with 100% accuracy and improvement in Right First-Time delivery to contribute to client satisfaction.
  • KPI Management: Maintain, prepare, present the KPIs, achievement summary and process status regularly to leadership.
  • Performance Management: Tracking individual performance and evaluating based on the agreed goals that align with NIQ organizational objectives and providing continuous feedback to work out on the strategies for improvement.
  • Resource Management: Responsible for dedicating the resources and assigning schedules as well as completing the backfill and training requirements along with supporting individual development plans.

Team Lead

Tata Consultancy Services
01.2017 - 01.2022
  • Supervision of the day-to-day operations and drive the team to achieve defined KPIs and SLAs.
  • Resource management and develop a technically qualified work force through continuous improvements.
  • Handling the internal Audit and Project Management Reviews.
  • Maintaining on-time delivery through rigorous performance and quality monitoring procedures.
  • Client engagement through regular meetings to share business status and understand changing needs.
  • Identifying the skillset gap and addressing them through trainings.
  • Sharing continuous and productive feedback to individuals based on their performance.
  • Job performance evaluation and annual appraisal management for the team.
  • Working hand in hand with TCS as well as the Client stakeholders to achieve the Operational goals and targets by adhering rigorous standards.

Technical Support Specialist

Tate Consultancy Services
07.2011 - 12.2016
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing CRM tools (CCM, Issue Trak and Salesforce) to log all the issues reported by the clients and maintaining the SLA norms.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Coordinating with multiple internal teams for critical issue resolutions and ensure on-time delivery of business intelligence reports.
  • Handling Severity 1 incidents for high priority issues.
  • Created user accounts and assigned permissions.
  • Helped streamline processes and update procedures for support action consistency.

Education

B.E - Electronics & Communication Engg

National College of Engineering
05.2009

Skills

Team Management

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Websites

Accomplishments

  • Consistently achieved Exceeded Goals for three years in a row in the annual performance review.
  • Team Engage! scores of 85th percentile in 2024 and 90th percentile in 2023.

Languages

English
Tamil

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

HybridRemoteOn-Site

Software

MS Excel

Power BI

Timeline

Team Lead - Support Operations

NielsenIQ Pvt Ltd
01.2022 - Current

Team Lead

Tata Consultancy Services
01.2017 - 01.2022

Technical Support Specialist

Tate Consultancy Services
07.2011 - 12.2016

B.E - Electronics & Communication Engg

National College of Engineering

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Dhilipan PushparajTeam Lead - Operations