Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Honors And Awards
Training
Extra Curricular Activities And Accomplishments
Disclaimer
Interests
Timeline
Generic
Nelson W A

Nelson W A

Team Leader - Operations
Bangalore

Summary

As a Team Leader at Black Box Network Services Private Limited, I manage projects, budgets, and quality for US-based clients in Resource management with over 8 years of experience in the IT industry, I have developed strong skills in business analytics, problem-solving, and process improvement. I am also a Lean Six-Sigma Yellow Belt certified professional, with multiple awards for implementing automation and streamlining the invoicing process in my previous role at Infosys BPM Limited. I have a postgraduate degree in Business Administration from Symbiosis University, with a focus on project management and finance. I am passionate about delivering value to customers, driving innovation, and creating a positive impact in the outsourcing industry. My vision is to take Black Box Network Services to the next level of international recognition and reliability with sophisticated solutions for the digital infrastructure market.


Overview

8
8
years of professional experience
5
5
Languages

Work History

Team Leader

Black Box Network Services Private Limited
01.2023 - Current
  • I manage projects, budgets, and quality for US-based clients in Resource management with over 8 years of experience in the outsourcing industry, I have developed strong skills in business analytics, problem-solving, and process improvement.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Maintained database systems to track and analyze operational data.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Optimized resource allocation to maximize overall team output while minimizing costs.

Technical Support Specialist

Infosys BPM Limited
10.2013 - 10.2018
  • Lean Six-Sigma Yellow Belt certified professional, with multiple awards for implementing automation and streamlining the invoicing process.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Generated reports to track performance and analyze trends.
  • Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.

Technical Support Supervisor

Concentrix
06.2021 - 10.2022
  • Troubleshoot Technical issues, provide product support, assist in the launch of new applications.
  • Managed escalated customer complaints, resulting in swift resolutions and strengthened client relationships.
  • Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
  • Managed high levels of call flow and responded to Product technical support needs.

Education

Bachelor of Commerce, India - Accounting And Finance

University of Mysore
Mysore, India
04.2001 -

MBA - Finance And Project Management

Symbiosis University
04.2001 -

Skills

Advance excel

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Accomplishments

Completed my Six Sigma YELLOW BELT – ‘Quality assurance’ project in Automation by Minimizing Manual activities in the invoicing process, hence saved $4500/month for the project as cost reduction, Awarded IStar Performer for the Quarter.

Personal Information

  • Total Experience: 8 Years
  • Date of Birth: 10/29/92
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Unmarried

Honors And Awards

  • I-STAR Award - Infosys BPO
  • I-STAR award for completing yellow belt project for process improvements, automation and quality improvement in the project
  • Yellow belt project certificate - Infosys BPO
  • Reducing manual activity, implemented automation and successfully streamlining invoicing with 7 improvements process Improvements

Training

  • Lean Six Sigma Yellow belt
  • VBA for Excel Automation
  • Fundamentals of Data Analysis
  • People Management
  • Project Management Foundations

Extra Curricular Activities And Accomplishments

  • State Level Kick Boxer (Muay Thai) Silver Medalist
  • Volunteered National Level Entrepreneur Fest, “OPTIMUS EMPRESSARIO”
  • Completed French certification Course – Basic and Intermediate level

Disclaimer

I hereby declare that the above-mentioned information is true to the best of my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

Interests

Playing Guitar

Martial Arts

Travelling

Timeline

Team Leader

Black Box Network Services Private Limited
01.2023 - Current

Technical Support Supervisor

Concentrix
06.2021 - 10.2022

Technical Support Specialist

Infosys BPM Limited
10.2013 - 10.2018

Bachelor of Commerce, India - Accounting And Finance

University of Mysore
04.2001 -

MBA - Finance And Project Management

Symbiosis University
04.2001 -
Nelson W ATeam Leader - Operations