Ganesh Kumar
Operations Lead At Microsoft
Bengaluru,KA
Summary
Organized Operations Lead with more than 10 years of experience guiding crucial systems and workforce effectiveness measures. Detailed approach to planning and maintaining operations, recommending change and overseeing day-to-day employee coordination and communication. Resourceful knowledge of intricate government and company mandates to maintain work environment safety and efficiency. Choreographs all aspects of operations planning, launch assessment and management for optimal cost balance and CRM.
Overview
1
1
Language
5
5
years of post-secondary education
13
13
years of professional experience
Work History
Operations Lead
Microsoft GTSC – Quantum Leap Consulting Pvt Ltd
Bangalore, Karnataka
06.2019 - Current
- Queue Management - Ensure IR is 100%: Consistently monitor the queues (RAVE & Service Desk) to ensure cases are picked up on time across Net and DS.
- If any potential cases that are missing SLAs, TAs and TMs to be informed beforehand.
- Scrub queues to remove any misroutes working with TAs, would require working closely with engineers, TAs, TMs, and DMs.
- Call the customer if SLA has been breached and inform him the situation also set expectation for next callback.
- Proactively identify red flags through review of cases
- Sync up with the manager and WFM team to check if the schedule for the month is UpToDate.
- Pull up cases missed SLA from backlog and ensure we have analysis updated on business deck and\or sent via email for DS and Networking weekly.
- Assist team members with any challenges with tools issue or new hires with creation of their accounts and tools set up.
- Ensure 100% callbacks and Escalation\DM requests are handled in time.
- Drive fun activities in the team and meetings.
- Publish regular reports to the team on Idle cases and follow up with engineers to ensure they are followed up or we understand why these cases are idle.
- Weekly operations: Ensure TMs\TAs are equipped with required data in timely manner each week.
- Regular Call with TMs across TZ to pass feedbacks and discuss strategy to ensure queue backlog is always in control.
- Scheduling intelligence: Identify challenges in schedules and SR time, provide inputs to TMs\TAs for building efficiency.
- Coordinated internal assignments, scheduling and communications to extend informational transparency and workforce management.
Duty Manager/ Experience Lead
Microsoft GTSC - Concentrix
Bangalore, Karnataka
01.2015 - 09.2018
- Maintain KPIs and Service Level Agreement for Microsoft Support Engineers.
- Have hands-on experience handling both Active Directory and Networking team.
- Sharing the KPI reports to the team on daily basis to keep the team score in Green.
- Managing Microsoft customer escalations (Case recovery if the case is in Red).
- Managing the stake holders across other businesses within Microsoft (Exchange, SQL, Security etc).
- Identifying long term issues, concerns and opportunities in the process.
- Implementing new ideas to resolve these issues.
- Accountable for the production and quality targets of the business.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
- Directed training and retraining of employees to boost performance and enhance business results.
Senior Operations Specialist/Team Lead
Microsoft through Prithvi Soln. Information/Brillio Technologies
08.2012 - 01.2015
- Responsible for overseeing the day-to-day operations of the team, distributing the workload evenly amongst staff and making sure motivation and performance levels are maintained.
- Giving prompt and accurate information on individual staff member performance.
- Providing accurate information to management on key issues.
- Real Time Monitoring of queues across the globe.
- Collaboration with global, regional and local operations, business and IT stakeholders.
- Recognizing any business impact to client service availability or accessibility.
- Ensuring the Service Desk is notified of any established master record(s).
- Initiating bridge calls and coordinating with IT and Business including different Technology Groups for resolving incidents and enhancing service quality, liaising with various system owners.
- Website, URL, Application and Tool availability monitoring.
- Engage with contact center vendor contacts to understand reason for impact.
MIS Coordinator
First Source Soln. Ltd, MIS
Bangalore, Karnataka
10.2009 - 08.2012
- Assisting the manager in execution of his duties.
- Carrying management duties such as data collection and publishing reports.
- Maintaining project records.
- Providing Critical Incident resolution status as and when requested to stake-holders.
- Provide appropriate inputs to the problem management process, RCA preparation.
- Publishing Global Operation Matrix Report.
- Publishing daily KPI & RAG reports to track down the performance.
- Assisting the WFM team for scheduling the roster.
- Real Time Analysis on a daily basis to ensure workforce schedule adherence and tracking and reporting of off-line exceptions.
- Collect, analyze and report on data related to all customer contact center activities and performance indicators.
- Develop and analyze operational performance reports.
Customer Service Representative
Vodafone
Bangalore, Karnataka
06.2005 - 04.2008
- Interacting with customers in front end.
- The job profile also included taking customer complaints and directing it to concerned department.
- Responsible for solving customer queries within given turnaround time.
- Responsible for developing new customer network by doing sales.
- Academic Qualification Exam/Degree Year of passing Institution Degree.
Education
High School Diploma -
Kendriya Vidyalaya
MysoreAssociate of Arts - History , Economics And Political Science
Pre University College Murnad
Coorg 05.2000 - 04.2002
Bachelor of Arts -
FMKMC College
Madikeri 05.2002 - 03.2005
Skills
Academicundefined
Timeline
Operations Lead
Microsoft GTSC – Quantum Leap Consulting Pvt Ltd
06.2019 - Current
Duty Manager/ Experience Lead
Microsoft GTSC - Concentrix
01.2015 - 09.2018
Senior Operations Specialist/Team Lead
Microsoft through Prithvi Soln. Information/Brillio Technologies
08.2012 - 01.2015
MIS Coordinator
First Source Soln. Ltd, MIS
10.2009 - 08.2012
Customer Service Representative
Vodafone
06.2005 - 04.2008
Bachelor of Arts -
FMKMC College
05.2002 - 03.2005
Associate of Arts - History , Economics And Political Science
Pre University College Murnad
05.2000 - 04.2002
High School Diploma -
Kendriya Vidyalaya
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