Megha S Patil
Bangalore
Summary
Successful manufacturing team member experienced in supervisory roles over 6 years in industry. Trained in different areas of production and always ready to guide or assist team members. Brings attention to detail, organizational skills and critical thinking abilities to solve diverse problems. Energetic professional with several years of experience in industry. Punctual employee dedicated to following safety procedures and protocols to avoid mishaps. Considered valuable and hardworking employee by supervisors and peers.
Overview
6
6
years of professional experience
Work History
Team Leader
Equiniti India
Bangalore
05.2024 - Current
- Provided coaching and feedback on employee performance, encouraging professional development.
- Motivated team members in terms of their internal job posting (IJP).
- Proven experience in client management and building strong relationships.
- Strong people management skills, with the ability to motivate and develop team members.
- Excellent communication, interpersonal, and problem-solving skills.
- Responsible for people/team management including escalations and day to day deliverables like scheduling production planning and quality assurance.
- Coordinate and manage by building a successful interface between process team and internal/external customers.
- Manage Attrition and absenteeism and support recruitment efforts for the team
- Lead the operations team, and ensure high quality of day-to-day service.
- Participate in Governance meetings to discuss on service performance and improvement opportunities.
Shift Leader
Stats Perform India Pvt Ltd
Bangalore
05.2023 - 03.2024
- Do daily audits on the incidents that are in the queue -> Check if the work notes have been updated, tickets are kept in right state, overall health of tickets are green
- Analyze KPI dashboard to make sure that incidents are being closed within SLA
- Address then and there with direct reports and indirect reports if things have gone wrong in the shift
- Have 1-1 with direct reports on regular basis
- Train the under performing analyst to the threshold of the baseline activities
- Take feedback from direct reports on what can be improved in their performance
- Report back to management on performance (good/bad/ugly)
- Be vigilant on the high priority and strategic client incidents (overall health is green)
- Ensuring analysts are performing to the highest standards of incident management
- Be on top of the case to incidents and make sure the process is followed
- Attend Strategic clients calls when and if needed
- Represent the team on calls when and if needed
- Report back to management on critical issues which needs visibility
- As a lead the day starts with auditing the queue and making sure that no tickets are assigned to people who are on week-off/PL/Vacation leave
- Every incident is expected to be picked up within 5 mins of queue assignment
- Every request is expected to be picked up within 15 mins of queue assignment
- Any direct report who starts under should be onboarded into the team
- Onboarding from me as team lead should include - Company, Streams of revenue, Clients, Department, Team and Operational workflow
Support Associate- Advisor 11 Chat Support
Concentrix India Pvt Ltd
Bangalore
06.2019 - 07.2022
- Taking ownership of customer reported issues and solving their problems by providing resolution.
- Researching, diagnosing, trouble shooting, identifying solutions to resolve problems.
- Research and review policies and communicate effective solutions in a fun and fast placed environment.
- Good in client interaction and communication skills.
- Flexible and versatile to adopt any new environment and work on any project.
- Manage client information and customer's issues.
- Responsible for providing efficient resolutions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Bachelor of Engineering - Information science
SIR. M Visveswaraya Institute of Technology
05.2019
Diploma in computer science -
S.J ( GOVT) Polytechnic
07.2016
SSLC -
Kendriya Vidyalaya RWF
05.2013
Skills
- Team Management
- KPI Tracking
- Escalation Management, Logic gates
- Roaster Creation
- Report Creation
- Production planning
- Operational Support
- MS Office, MS Excel
- Communication
- Team Collaboration
- Problem Solving
- Decision Making
- Performance coaching
- Quality assurance
- Customer Service
- Time management
Websites
Languages
English
First Language
English
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Telugu
Beginner
A1
Timeline
Team Leader
Equiniti India
05.2024 - Current
Shift Leader
Stats Perform India Pvt Ltd
05.2023 - 03.2024
Support Associate- Advisor 11 Chat Support
Concentrix India Pvt Ltd
06.2019 - 07.2022
Bachelor of Engineering - Information science
SIR. M Visveswaraya Institute of Technology
Diploma in computer science -
S.J ( GOVT) Polytechnic
SSLC -
Kendriya Vidyalaya RWF
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