James Joel Chowdari
Joel
Hyderabad
Summary
To be an indispensable asset to the organization by consistently delivering excellence and striving for perfection in every endeavor. To build a successful career path by embracing challenges and taking on responsibilities that allow to leverage skills and experience while making meaningful contributions. To foster mutual growth with the organization, achieving both personal and professional milestones as a dedicated, ambitious, and results-oriented professional.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Sr. Team Leader
Tech Mahindra
Hyderabad
04.2017 - 03.2021
- Spearheaded multiple cross-functional projects using Agile methodologies, including sprint planning, execution, and retrospectives, while ensuring deliverables met organizational objectives and timelines
- Utilized ticketing systems like JIRA to track and manage project workflows, prioritize tasks, and ensure timely resolution of issues in collaboration with stakeholders
- Acted as Scrum Master, facilitating daily stand-ups, backlog grooming sessions, and sprint reviews, ensuring alignment with project goals and fostering a collaborative team environment
- Managed a team of 15+ members, conducting performance evaluations, coaching sessions, and training workshops to enhance team productivity and skill development
- Leveraged learning management systems to design and deliver training programs for process improvements, skill enhancements, and knowledge retention across teams
- Developed and implemented data-driven decision-making processes using analytics tools to monitor KPIs, identify performance gaps, and design improvement strategies
- Conducted detailed quality reviews and monitored team adherence to service level agreements (SLAs) and key performance indicators (KPIs)
- Enhanced delivery improvement plans by reducing change failure rates and improving system availability, with a focus on operational efficiency and customer satisfaction
- Presented periodic reports and dashboards to leadership, providing actionable insights on team performance, delivery metrics, and operational bottlenecks
- Fostered a culture of continuous improvement by conducting workshops, feedback sessions, and root cause analyses to mitigate recurring issues and streamline processes
- Top 3 Performer: team consistently ranked in the top 3 across multiple performance metrics, including first-contact resolution, average handling time, and customer satisfaction scores
- Efficiency Gains: Improved ticket resolution time by 15% through better workflow management and resource optimization
- Client Recognition: Earned accolades from Verizon for consistently exceeding SLA requirements and delivering exceptional service quality
- Employee Development: Reduced team attrition rates by fostering an engaging work environment and implementing growth-focused initiatives
- Process Innovations: Developed a new escalation management framework that reduced average resolution times for critical issues by 25%
Team Lead (Operations)
Tech Mahindra
Hyderabad
03.2015 - 04.2017
- Set performance goals for the team
- Built a strong relationship with Verizon’s account management team, ensuring a shared understanding of goals and priorities
- Participated in weekly and monthly reviews with the client to provide operational updates
- Monitored real-time operations, ensuring efficient handling of inbound and outbound support requests
- Managed staffing schedules to optimize resource allocation and maintain SLAs during peak and non-peak hours
- Ensured all team processes aligned with industry standards and Verizon’s specific requirements
- Escalation & Crisis Management
Team Lead (Talent Acquisition)
Tech Mahindra
Hyderabad
03.2010 - 08.2015
- Interviewing candidates for final processing for operations
- Processing the new hires, post technical coaching and program training
- Working closely with the Process trainers and subject matter experts to improvise and accomplish quality hiring
- Call monitoring, quality control and feedback
- Conducting Individual performance reviews
- Process Training for new hires
Subject Matter Expert
Tech Mahindra
Hyderabad
12.2007 - 02.2010
- Support new hires in terms of handling customers and queries or conducting sessions
- Escalation Help desk for handling issues unresolvable by frontline
- Giving Feedback and training
- Assisting team leader in driving the Deliverables and meet Team goals
- Conducting Team Huddles and giving process updates
Technical Support Associate
Tech Mahindra
Hyderabad
11.2005 - 12.2007
- Technical Help Desk (voice Process)
- Troubleshooting and Handling Queries of US customers over the Phone
- Installing Operating systems, Printers
- Software updates
- Internet Issues
- Browser and Email issues
Education
Bachelor’s - business administration
University of Madras
Chennai 03.2012 - 12.2014
Skills
Strong Interpersonal Skills
Flexibility
Ability to Multi-Task
Call quality analyst
Training
Team handling
Leadership
Strategic decision-making
Communication
Stakeholder management
Conflict resolution
Certification
ITIL v3 certification (people cert)
Accomplishments
- Top 3 Performer: My team consistently ranked in the top 3 across multiple performance metrics, including first-contact resolution, average handling time, and customer satisfaction scores.
- Efficiency Gains: Improved ticket resolution time by 15% through better workflow management and resource optimization.
- Client Recognition: Earned accolades from Verizon for consistently exceeding SLA requirements and delivering exceptional service quality.
- Employee Development: Reduced team attrition rates by fostering an engaging work environment and implementing growth-focused initiatives.
- Process Innovations: Developed a new escalation management framework that reduced average resolution times for critical issues by 25%.
Disclaimer
I declare that the information given above is true to the best of my knowledge.
Timeline
Sr. Team Leader
Tech Mahindra
04.2017 - 03.2021
Team Lead (Operations)
Tech Mahindra
03.2015 - 04.2017
Bachelor’s - business administration
University of Madras
03.2012 - 12.2014
Team Lead (Talent Acquisition)
Tech Mahindra
03.2010 - 08.2015
Subject Matter Expert
Tech Mahindra
12.2007 - 02.2010
Technical Support Associate
Tech Mahindra
11.2005 - 12.2007
ITIL v3 certification (people cert)
PMP (pending certification)
Data Science course complete From Tech Mahindra (UPX Academy)
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