Kowshik G
Senior Team Leader
Chennai
Summary
As a Senior Team Lead at HCL Technologies, I have over 11.5 years of experience in providing best customer service and addressing the customer problems with innovative and effective solutions. I have successfully aligned, led, and grown world-class product teams from 10 to 35 people, achieving service level agreements and key performance indicators across various domains and projects. I am passionate about learning new skills, thinking out of the box, and adapting to new challenges. I have demonstrated my leadership and problem-solving abilities by performing testing in application migration, managing risk and compliance, and ensuring business continuity. I also enjoy meeting new people and hearing new perspectives, as I believe they enrich my personal and professional growth. My goal is to continue delivering high-quality results and empowering my team to excel at HCL Technologies.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Senior Team Leader
HCL Technologies
Chennai
07.2021 - 08.2023
- Assisted management in hiring process and new team member training
- Managing 35 team members who prepares property service report based for UK's largest utility service provider
- Facilitate project planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning and other Scrum-related meetings
- Maintain close working relationship with Client and suppliers
- Participate in contract renewal in updating changes in MSA and SOW
- Customer, Client and Vendor relationship Management
- Smooth out problems within workplace
- Assist in budgeting and resource allocation
- Meeting assigned SLA's on regular basis
- Reviewing and approving process ideas raised by team.
- Set clear team goals and delegated tasks and set deadlines
- Produced weekly, daily and monthly activity reports and forecasts
Team Leader
HCL Technologies
Chennai
07.2016 - 06.2021
- Managing 20 team members who prepares property service report based for UK's largest utility service provider
- Customer, Client and Vendor relationship Management
- Team Management, Resource Requirements and Managing Project Governance
- Meeting assigned SLA's on regular basis
- Improving process by innovative ideas, which resulted in increased customer satisfaction
- MIS Reporting within timelines and preparing presentations for MBR
- Reviewing all aspects of team quality, productivity & bridge gap
- Taking care of scheduling & capacity planning for entire process
- BCP Coordinator for project.
Performance Improvement Couch
HCL Technologies
Chennai
02.2015 - 06.2016
- Real time Queue monitoring & history generation
- Providing guidance and support to advisors to achieve their goals
- Work allocation & Break management
- Reports Generation & tracker maintenance
- Conducting team huddles to ensure latest knowledge download
- Quality Audit such as recorded monitoring and side by side monitoring
- On time feedback to increase per hour teams production to 25%
- MIP Issuance
- Conducting Proof of Learning
- Monthly quality review with clients and higher management.
Customer Service Executive
HCL Technologies
Chennai
01.2012 - 01.2015
- Performed Final Quality checking before dispatching request to customers
- Preparing Quotation for customers
- Creating 200 New customer Accounts per day
- Maintaining Customer Accounts
- Metering Customer Property
- Handling Customer Queries in their Bills
- Pre-Processing customer request
- Data Entry Activity
- GIS Investigation.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies
Education
Bachelor of Arts - AccountingCommerceEconomics
University of Madras
Chennai 06.2008 - 04.2011
Skills
Meeting Management
Delegation
Complaint resolution
Staff education and training
Client Service
Daily workflow improvement
Key performance indicators
Performance improvement
Employee Evaluation
Strategic planning
Conflict management
Staff Management
Budgeting
Teamwork and Collaboration
Accomplishments
- Part of Contract Renewal for two times
- Business Continuity Coordinator for 7 years
- Risk and Compliance representative for years
- Successfully completed 14 UAT Testing's in Client End Applications
- Successfully completed Yellow belt training
- Won Best Gemba Kaizen Award 2014 for the top suggestions for process improvement
Onsite Visit
United Kingdom, 2019, Client end SAP Application Migration, Performed the application performance testing, Part of new application process flow creation, Training Document Creation for Offshore Users
Timeline
Senior Team Leader
HCL Technologies
07.2021 - 08.2023
Team Leader
HCL Technologies
07.2016 - 06.2021
Performance Improvement Couch
HCL Technologies
02.2015 - 06.2016
Customer Service Executive
HCL Technologies
01.2012 - 01.2015
Bachelor of Arts - AccountingCommerceEconomics
University of Madras
06.2008 - 04.2011