Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Hi, I’m
Jagdhish Subramaniam
IT
Chennai
Summary
Overview
10
years of professional experience
4
years of post-secondary education
1
Certification
Work History
VerizonChennai
Duty Manager
08.2018 - Current
Job overview
- 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.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Implemented cost-saving measures to enhance profitability and align with budget.
- Developed and implemented new procedures and policies to improve operational productivity.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Boosted team performance by developing customer service training materials and conducting service training.
- Solicited customer feedback to identify and improve on areas of weakness.
IDP Chennai
Service Desk Analyst
01.2017 - 08.2018
Job overview
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Engaged in user support interactions via telephone, chat and email platforms.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
- Assisted in development of system security protocols.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
Cognizant Chennai
Senior Process Executive
04.2015 - 12.2016
Job overview
- Supervised meetings to maintain interdisciplinary communication of process weaknesses and performance.
- Generated monthly metric reports, interpreted results and developed processes and solutions.
- Determined change management needs and defined behaviors for effective program management.
- Led methodology development to outline basic process parameters for operations.
- Leveraged automation tools and techniques to manage data, optimize workflow and increase efficiency.
- Provided strategic and operational recommendations for improvement across departments.
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Investigated basic issues and escalated more complicated concerns.
- Prepared accurate documents for customer and business needs.
OmegaChennai
Process Executive
12.2013 - 12.2014
Job overview
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Engineered process modernization efforts to evaluate and replace legacy protocols with more efficient methods.
- Investigated basic issues and escalated more complicated concerns.
- Prepared accurate documents for customer and business needs.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Created reports, presentations and other materials for executive staff.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
Education
VIDYAA VIKAS COLLEGE OF ENGINEERING AND TECHNOLOGYThiruchengodu
Bachelor Of Engineering from Electrical, Electronics Engineering Technologies
05.2009 - 05.2013
University Overview
Skills
Service management
Accomplishments
Accomplishments
- Collaborated with team of 3 in the development of Release Management.
Certification
ITIL Foundation
Timeline
ITIL Foundation
04-2019
Duty Manager
Verizon
08.2018 - Current
Service Desk Analyst
IDP
01.2017 - 08.2018
Senior Process Executive
Cognizant
04.2015 - 12.2016
Process Executive
Omega
12.2013 - 12.2014
VIDYAA VIKAS COLLEGE OF ENGINEERING AND TECHNOLOGY
Bachelor Of Engineering from Electrical, Electronics Engineering Technologies
05.2009 - 05.2013
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