Kalki Patimidi
Hyderabad
Summary
Highly experienced Service Desk Delivery Manager with over 5 years of experience leading service desk teams in large, fast-paced environments. Proven track record of achieving service level agreements and other performance metrics. Strong knowledge of service desk software and tools, as well as ITIL and other service management frameworks. Excellent communication and leadership skills.
Overview
5
5
years of professional experience
Work History
Operations Manager
NEC Corporation India Pvt Ltd
Bangalore , Karnataka
2022.04 - Current
- Attended staff and client meetings and served as liaison to manage operations for account.
- Managed Service desk which supported over 1 Lakh employees including vendors and contractors at 7-Eleven retail.
- Integrated Data analytics and other best practices to improve delivery management.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Supervised operations of 24-hour customer service desk staffed by 50 team members.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
Technical Support Team Lead
COMPUCOM-CSI SYSTEMS INDIA PRIVATE LIMITED
Pune
2020.08 - 2022.01
- Achieved all SLA's in 2 years without single miss.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Exceeded goals through effective task prioritization and great work ethic.
- Developed Service desk Knowledge file which serves as Knowledge base.
- Supervised and trained team since project launch.
Senior Service Representative
Unisys India Pvt Ltd
Hyderabad
2018.08 - 2020.01
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled Retail and Enterprise customers in fast-paced Retail setting in coordination with solid team of 20 customer service associates
Customer Service Representative
AT TECH MAHINDRA
Hyderabad
2017.08 - 2018.07
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - Mechanical Engineering
Lovely Professional University
Jalandhar06.2017
Intermediate -
NRI Academy
Hyderabad04.2013
SSC -
Nagarjuna Model High School
Hyderabad03.2011
Skills
- Service desk software and tools
- ITIL and other service management frameworks
- Communication and leadership
- Results-oriented approach
- Client Meetings
- Resource Management
- Service Desk Oversight
- Daily Operations Management
- Project Creation
- Python/SQL
- Data visualization/modelling
- Power BI
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Manager
NEC Corporation India Pvt Ltd
2022.04 - Current
Technical Support Team Lead
COMPUCOM-CSI SYSTEMS INDIA PRIVATE LIMITED
2020.08 - 2022.01
Senior Service Representative
Unisys India Pvt Ltd
2018.08 - 2020.01
Customer Service Representative
AT TECH MAHINDRA
2017.08 - 2018.07
Bachelor of Science - Mechanical Engineering
Lovely Professional University
Intermediate -
NRI Academy
SSC -
Nagarjuna Model High School
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