Ganesh Sivasankaran
Chennai
Summary
Open and inclusive collaborator with strong team building skills. Excels at root cause analysis and dispute resolution. Leads by example to create positive and supportive working environments.
Overview
15
15
years of professional experience
Work History
Team Leader - Digital Monitoring
Tata Consultancy Services
Chennai
02.2020 - Current
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Proactively identify anomalies / issues and take it forward to Production support team for further fix.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Perform Regular health checks and keep informed the client team on the system performance.
- Tools Handled : AppDynamics, Splunk, Dynatrace, mPulse, Quantum Metric, Grafana.
- Investigated issues impacting organizational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Follow-up with client team on regular basis for any unresolved issues / anomalies.
- Manage the team scheduling in 3 shift mode on weekly basis.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Integrated process improvements to optimize overall workflow and efficiency.
SME - backend processing- Telecom
Tata Consultancy Services
Chennai
04.2014 - 02.2020
- Resolved complex customer enquiries, disputes and complaints.
- Investigated issues impacting organizational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Prepared statements detailing operational detail and key performance indicators.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Worked for the Client TELSTRA in setting up Fibre - phone & internet lines on premise & business customers.
- Tools handled : Siebel
Senior Process Executive
Fidelity Business Services
Chennai
02.2010 - 02.2014
- Successfully managed, coordinated and regulated all processes within operations.
- Ensured that performance parameters were met and exceeded within company's guidelines and policies.
- Ensured all queries were addressed so that client relationships were maintained.
- Provided training and guidance to staff members on company updates, new processes and trends.
- Supported improvement rollouts, aiding department adoption of new and upgraded processes.
- Drafted reports, action plans and SOPs to streamline and standardize business processes.
Education
Bachelor of Science - Computer Science
Hindu College
Chennai2009
Certificate of Higher Education - 12th Standard
Jain Matriculation
Chennai2006
Certificate of Higher Education - SSLC
Don Bosco Matriculation
Chennai2004
Skills
- Goal development planning
- Training and development
- Staff appraisals
- Technological expertise
- Outstanding customer service
- Priority management
- Issue resolution
- Process improvement
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of identifying anomalies.
- Updated and implemented monitoring log policies for continued company compliance with standard guidelines.
Languages
English
Intermediate
B1
Tamil
Upper Intermediate
B2
Timeline
Team Leader - Digital Monitoring
Tata Consultancy Services
02.2020 - Current
SME - backend processing- Telecom
Tata Consultancy Services
04.2014 - 02.2020
Senior Process Executive
Fidelity Business Services
02.2010 - 02.2014
Bachelor of Science - Computer Science
Hindu College
Certificate of Higher Education - 12th Standard
Jain Matriculation
Certificate of Higher Education - SSLC
Don Bosco Matriculation
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