LIKHITH B A
Team Lead - Support Operations
Madikeri,KA
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
Team Lead - Support Operations
UnifyCx
12.2022 - Current
- Managing a team of 15 or more employees, delivering exceptional performance, productivity, and adherence to business regulations and procedures.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities
- Worked with cross-functional teams, facilitating training to enhance team skill set, product knowledge, and customer service capabilities.
- Quality assurance: Maintain quality standards, conduct audits, identify improvement areas, and provide feedback.
- Prepare and distribute comprehensive reports regularly, providing valuable insights on team performance to management, and collaborate with management to establish and implement efficient work procedures and policies.
- Tools used: Salesforce, Tableau, ServiceNow, Confluence, and Jira.
L1 Technical Support Engineer
UnifyCx
07.2019 - 08.2022
- Effectively identify and resolve website and email-related issues, implementing timely and efficient solutions for swift problem resolution.
- Engage with users via chat and email interactions, utilizing comprehensive testing scripts, and strategic questioning to identify underlying causes of problems.
- Conduct a thorough root cause analysis for both routine and complex issues, meticulously.
- Documenting repair processes and streamlining procedures for future technical support endeavors.
- Mentored junior technicians, sharing best practices and contributing to a knowledgeable support team.
- Collaborated closely with product development teams, providing valuable input on potential improvements based on customer feedback and support experiences.
- Reduced downtime by proactively identifying potential technical issues and implementing preventive measures.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Education
BE - Electronics and communication engineering
VTU
Mangalore 04.2001 -
Skills
Operations management
Performance monitoring
Coaching and mentoring
Quality control
Performance improvement
Employee evaluation
Product management
Stakeholder management
Workflow management
Performance evaluations
Technical support
Task delegation
Certification
CPANEL & WHM SYSTEM ADMINISTRATOR I CERTIFICATION EXAM (CWSA-1
Timeline
Team Lead - Support Operations
UnifyCx
12.2022 - Current
L1 Technical Support Engineer
UnifyCx
07.2019 - 08.2022
BE - Electronics and communication engineering
VTU
04.2001 -