NAGARAJU Y
Chennai
Summary
Results-driven Consultant with comprehensive experience leading and improving industry operations. Uniquely qualified to navigate rigors of latest standards, specifications and protocols for organizational and regulatory needs fulfillment. Lends complex roadmaps and calls-to-action to regularly achieve ambitious objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Desk- Consultant
EMIS Health India
CHENNAI
08.2022 - 07.2024
- Developed strategies for improving workflow processes within the team.
- Developed user manuals, FAQs, training materials and other documents related to help desk operations.
- Trained new staff members in troubleshooting procedures and the use of help desk tracking systems.
- Provided technical support and assistance to internal users on a variety of hardware, software and network related issues.
- Analyzed trends in customer queries for identifying potential areas of improvement in services offered by the Help Desk team.
- Resolved escalated technical issues from customers in a timely manner using remote access tools or onsite visits as needed.
- Implemented best practices in service management procedures across the organization.
- Conducted regular meetings with team members to discuss challenges and develop solutions.
- Created knowledge base articles for common technical problems encountered by customers.
- Managed daily operations of the Help Desk including assigning tickets, scheduling shifts and monitoring performance metrics.
- Monitored ticketing system for incoming requests from end users.
- Coordinated problem resolution activities with other IT departments as required.
- Reviewed monthly reports on Help Desk activity levels, call resolution times and customer feedback ratings.
- Ensured customer satisfaction by responding promptly to inquiries, complaints, requests and concerns.
- Provided feedback on areas requiring improvement based on customer surveys.
- Maintained accurate records of all Help Desk activities including calls received, resolutions provided and follow-up actions taken.
Service Desk- Specialist
HCL
CHENNAI
10.2019 - 05.2022
- Managed critical incidents and optimized call flow to ensure adherence to SLAs, reduce average handling time (AHT), and improve queue management.
- Managed major incidents effectively
- Interacted with clients daily to address quality, production, escalations, priority incidents, and provided on-call support for major incidents.
- Escalation Management
- Managed P1 incidents and consistently met SLA deadlines.
- Audits (Both call and incident) for Operational hygiene and Providing feedback to the associates
- Managed and improved customer satisfaction (CSAT) and dissatisfaction (DSAT) scores on a consistent basis.
- Created KB articles and SOP documents to enhance process flow
- Huddles involving (Audit feedback, trainings, Process updates for team improvisations)
- Staffing and rostering, Attendance.
Process Quality Specialist
HCL
CHENNAI
01.2017 - 10.2019
- One down to Team lead (apart from regular transactional audits)
- Coaching, training, and improving the team.
- Spearheaded team communication strategies to optimize quality and efficiency.
- SPOC for process improvement initiative.
- Managed client escalations and implemented proactive strategies to prevent future escalations
- Actively participated in client business review calls to discuss quality standards and updates.
Senior Customer Care Representative- Floor Support
HCL
CHENNAI
01.2015 - 01.2017
- 100% production
- Client communication for process updates
- Floor support/SME- Mentoring new employees
- Goal oriented and best team player.
Store Supervisor
Aircel Cellular Limited
CHENNAI
01.2012 - 01.2015
- Addressing Walk-In customers' queries and boosting daily sales
- Followed up with new connections and provided exceptional customer service.
- Managed a team of 8 executives and met the company's needs.
- Handled customers of varying profiles and delivered exceptional customer service.
Education
B.E Electronics And Communication -
Dhanalakshmi College of Engineering
Chennai05-2012
HSE -
St Peters Matriculation Higher Secondary School
Chennai05-2008
SSLC -
St Peters Matriculation Higher Secondary School
Chennai05-2006
Skills
- Software troubleshooting
- Service Desk Team Management
- Escalation management
- SLA management
- Active Directory
- Incident Management
- Problem Management
- Coaching and Mentoring
- Major Incident management
- Customer Service Management
- Service Quality Management
- Shift Scheduling
- Time Management
- KPI Monitoring
Personal Information
- Father's Name: Y.Subbarao (Late)
- Mother's Name: Y.Jeyamma
- Nationality: Indian
- DOB: 24/11/1990
Mothertongue
Telugu
Languages
English, Tamil, Telugu, and Hindi.
Hobbies and Interests
Football, Shuttle, Sketching.
Disclaimer
I hereby declare that all the information furnished above is true and correct to the best of my knowledge.
Languages
Telugu
First Language
English
Upper Intermediate (B2)
B2
Tamil
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Certification
- ITIL Foundation level
- Yellow Belt and Lean trained
Timeline
Service Desk- Consultant
EMIS Health India
08.2022 - 07.2024
Service Desk- Specialist
HCL
10.2019 - 05.2022
Process Quality Specialist
HCL
01.2017 - 10.2019
Senior Customer Care Representative- Floor Support
HCL
01.2015 - 01.2017
Store Supervisor
Aircel Cellular Limited
01.2012 - 01.2015
B.E Electronics And Communication -
Dhanalakshmi College of Engineering
HSE -
St Peters Matriculation Higher Secondary School
SSLC -
St Peters Matriculation Higher Secondary School
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