Harikishan A Bhat
Team Leader, Operations
Pune
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
18
18
years of professional experience
11
11
years of post-secondary education
1
1
Certification
Work History
Team Leader
Concentrix, Microsoft EPS
Pune
12.2021 - Current
- Manage the Queue and ensure cases are assigned on time.
- Ensure SLA's are met.
- Present Weekly business review meetings with clients
- Ensure that KRA's are met for the team and for individual team members.
- Motivate team members to achieve result efficiency while maintaining employee morale
- Keep and update employee files for all team members
- Employee complaint resolution
- Mid connects with the customers to understand their Pulse.
- Perform recovery calls to understand customer sentiment and to offer resolution.
- Monitor Schedule Variance and daily attendance for team members
- Keep updated reports of statistics and performance for team members
- Counsel employees on performance, attendance and conduct issues
- Perform semi-annual reviews for each team member
- Oversee employee development
- Manage retention and termination of direct reports
- Work with team members, other team managers, and operations managers to ensure smooth collaboration and seamless experience for the customer
- Support initiatives and drive the same with the team
- Maintain updated employee files for all team members
- Manage employee complaint resolution
- Monitor schedule adherence and attendance for team members
- Maintain updated reports of team statistics and team performance
- Meet required deadlines and timeframes associated with all reporting of data and performance
- Motivate team members to meet performance metrics
Quality Evaluator
Convergys India Pvt. Ltd Aundh
Pune
08.2013 - 12.2021
- My job is to ensure that the engineers adhere to the policies and procedures set down by our clients while working with a customer
- The role involves:
- Auditing calls and provide feedbacks
- Ensure that proper and logical troubleshooting steps are followed
- Proper and effective use of resources
- Preparing trend reports and share my findings with the Operations
- Evaluate NTB cases and identify possible cause of the BB and measures that needs to be taken to avoid it in the future
- Helped to setup Quality team for a new site in Orlando, Florida
- Setup and conduct calibration sessions with Operations.
- Share reports with Operations to highlight the key problem areas.
- Highlight compliance issues with the Operations.
Subject Matter expert
Convergys India Pvt. Ltd
Pune
04.2010 - 08.2013
- (Microsoft Live@edu and Office 365)
- Part of the pilot batch
- Assist customer to get enrolled with Office 365
- Troubleshoot mail flow related issues
- Good understanding of Exchange Online Protection (EOP)
- Troubleshoot (EOP) related issues
- Troubleshoot DNS and AD related issues with reference to Directory Synchronization and ADFS related issues
- Configure and troubleshoot issues with reference to ADFS
- Troubleshoot DirSync/ADConnect related issues
- Troubleshoot Exchange related issues with reference to Hybrid configuration with Office 365
- Troubleshoot mailbox migration related issues
- (From Locally hosted Exchange server to Office 365)
- Troubleshoot mailbox provisioning related issues in Office 365
- Troubleshoot Exchange Online related queries.
Sr. Technical support Officer
Microsoft
04.2008 - 04.2010
- Vista and Windows 7
- Help in upgrading and installation of Operating system on the client machines
- Troubleshoot post upgrade and installation related issues
- Troubleshoot and issues related to the Operating system
- Troubleshoot networking and internet connectivity related issues on PC’s
- Troubleshoot Windows update installation issues
- Troubleshoot Internet Explorer related issues
- Troubleshoot Home group and workgroup related issues.
Customer Care Officer
Chrysler Financial
Pune
12.2005 - 03.2008
- Help customer with queries related to their automobile loans with Chrysler Financial
- Pune, Bengaluru, Mysore, Hyderabad Page 3 of 3
Education
Master of Business Administration - Operations Management
Sikkim Manipal University Via Correspondence
09.2016 - 10.2018
Bachelor of Computer Science BSc - Computer Science
Mamasaheb Mohol College
01.2000 - 04.2005
HSC - undefined
Maharashtra
01.1998 - 04.2000
SSC - undefined
MIT Junior college, Maharashtra Board
01.1995 - 04.1996
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Dr. Kalmadi Shamrao High school
Skills
People management
Work under pressure
Communication and interpersonal skills
Teamwork and orientation
Self motivation
Operations Management
Certification
Itil 4 fpundation
Timeline
Itil 4 fpundation
01-2023
Team Leader
Concentrix, Microsoft EPS
12.2021 - Current
Master of Business Administration - Operations Management
Sikkim Manipal University Via Correspondence
09.2016 - 10.2018
Quality Evaluator
Convergys India Pvt. Ltd Aundh
08.2013 - 12.2021
Subject Matter expert
Convergys India Pvt. Ltd
04.2010 - 08.2013
Sr. Technical support Officer
Microsoft
04.2008 - 04.2010
Customer Care Officer
Chrysler Financial
12.2005 - 03.2008
Bachelor of Computer Science BSc - Computer Science
Mamasaheb Mohol College
01.2000 - 04.2005
HSC - undefined
Maharashtra
01.1998 - 04.2000
SSC - undefined
MIT Junior college, Maharashtra Board
01.1995 - 04.1996
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Dr. Kalmadi Shamrao High school