Lydia C Varghese
Customer Support Lead
Bengaluru
Summary
Dedicated Team Leader with experience in quality assurance, issue resolution and interpersonal communication. Proficient with project management, personnel training and team leading. Sets example for work ethic, punctuality and quality. Adds value to organization in need of great collaboration and multitasking abilities. Meets tight deadlines.
Overview
6
6
years of professional experience
10
10
years of post-secondary education
Work History
Provisioning Coordinator
SAP Labs
Bangalore
07.2023 - Current
- Manages organization's master data including but not limited to Accounts, Contacts, Entitlements, customer renewals, Partner setup.
- Ensures flawless execution of entitlement management in support of global SAP Ariba and/or unit/area specific goals and strategy.
- Drives critical business and process optimization, project and change management and improvement of customer experience as it relates to organization’s tools, content, master data and processes.
- Ensured compliance with industry regulations by staying current on trends and updating internal processes accordingly.
- Conducted regular training sessions for new employees on company policies, procedures, systems, and best practices in provisioning coordination.
- Optimized resource allocation by analyzing workload distribution among team members and adjusting assignments as needed.
- Streamlined provisioning process by implementing efficient automation tools and workflow improvements.
- Performed and administered various special projects in collaboration with management staff.
- Provided data cleanup and reallocation of renewals for transition of SAP Ariba Customers from Connect platform to SAP for Me.
- Responsible for ensuring renewal process requirements and support commercial execution and revenue retention.
- Consistently execute quarterly Digital renewals on-time, with no slippage.
Team Lead
SAP Labs
11.2020 - 07.2023
- Mentor, train & ensure collective MBOs are met through the performance management process and coaching techniques
- Hold one-on-one quality management meetings with team
- Determine coverage needs for leave requests
- Track established metrics such as initial response, C Sat and ensure goals are achieved
- Complete follow-up activities with external customers regarding quality concerns and escalations
- Author and maintain training materials for team in SAP Ariba's internal knowledge base
- Author internal and external content for SAP Ariba's internal knowledge base
- Manage assigned projects and tasks that help to improve quality of Customer Support organization
- Conduct quarterly team round tables and workshops to identify new strategies for running effective team
- Participated in huge project called S-User migration that was accomplished successfully
- Identified areas for improvement, narrowing focus for decision-makers n making necessary changes
- Interviewed and selected potential new team members from strong list of candidates recommended by recruitment team
- Promoted to Leadership position in recognition of strong work
- Ethic and provided exceptional customer service
- Motivated and empowered team members to build Customer Satisfaction and loyalty to support retention and growth
- Delegated daily tasks to team members to optimize group productivity
- Displayed strong telephone etiquette effectively handling difficult calls
- Offered training and support to keep team members motivated and working towards objectives
- Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
Connect Operations Specialist
SAP Labs
08.2018 - 11.2020
- Resolved at least 1000 issues each quarter with average customer satisfaction rating of 8.9 or higher
- Provide on-going and timely communication to Customers regarding status of their request
- Troubleshoot issues related to registration, navigation, permissions etc
- Author internal & external content for SAP Ariba's internal Knowledge base
- Served as a new hire mentor
- Maintained positive working relationship with fellow staff and management
- Oversaw difficult issues to identify inconsistencies and malfunctions
- Displayed strong telephone etiquette effectively handling difficult calls
- Identified needs of customers promptly and efficiently
- Collaborated with Team Leaders to device and implement solutions for issues and non-conformities
- Assisted executive leaders in decision making processes by creating daily reports and suggesting areas for development.
Education
MBA -
IIBM
Delhi, India 06.2020 - 05.2022
M.Com -
Managalore University
Mangalore, India 05.2018 - 05.2021
B.Com - undefined
St. Anne's Institutions
Virajpet, India 06.2015 - 05.2018
12th - undefined
St. Anne's Institutions
Virajpet, India 06.2013 - 05.2015
Skills
Flexibility and Adaptability
Self-motivation
Problem Solving
Communication
Leadership and Teamwork
Conflict Resolution
Creativity
Decision Making
Leadership
Time Management
Fast Learner
Ability to Work in a Team
Effective Time Management
Ability to Multitask
Advanced Communication Skills
Customer Service
Analytical Thinking
Coaching & Mentoring
Service Level Agreements
Goal Setting
Work Planning and Prioritization
Team Work and Collaboration
Analytical Thinking
Issue Resolution
Shift Scheduling
Giving Constructive Feedback
Critical thinking and problem solving
Multitasking
Decision-Making
Team Collaboration
Active Listening
Training
The Gillette Company - Attended Career Development and Personality Grooming organized by The Gillette Company
Disclaimer
I hereby declare that above mentioned information are true to the best of my Knowledge. If I get an opportunity, I will put my best effort to be with the organisation standards.
Timeline
Provisioning Coordinator
SAP Labs
07.2023 - Current
Team Lead
SAP Labs
11.2020 - 07.2023
MBA -
IIBM
06.2020 - 05.2022
Connect Operations Specialist
SAP Labs
08.2018 - 11.2020
M.Com -
Managalore University
05.2018 - 05.2021
B.Com - undefined
St. Anne's Institutions
06.2015 - 05.2018
12th - undefined
St. Anne's Institutions
06.2013 - 05.2015
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