NIDHI SINGH
Technical Team Lead
Bengaluru,KA
Work Preference
Summary
Customer service professional with proven track record in team leadership and performance management. Known for strong focus on collaboration and achieving results, adapting to changing needs with ease. Expertise in conflict resolution and team training, ensuring high levels of customer satisfaction and team efficiency.
Overview
16
16
years of professional experience
2
2
Languages
Work History
Technical Team Lead
Infosys BPM
Bengaluru, India
03.2024 - Current
- Enhanced software quality by conducting thorough code reviews and providing constructive feedback to team members.
- Hired, trained, and mentored staff to maximize effectiveness.
- Improved customer satisfaction rates through proactive communication of project updates and addressing concerns promptly.
- Led a team supporting Citrix partner operations, ensuring timely issue resolution and high service quality.
- Managed daily operations for Citrix partners and guided team members to meet performance targets.
- Supervised partner support processes for Citrix, improving efficiency and workflow management.
- Acted as the primary escalation point for Citrix partner issues and ensured quick resolution.
- Trained and mentored team members handling Citrix partner support operations.
- Established performance metrics for the team, monitoring progress regularly to ensure targets were met or exceeded consistently.
- Assisted in recruitment to build team of top performers.
Customer Service Team Lead
Citrix R&D
Bengaluru, India
11.2019 - 03.2024
- Extracting Backlog report and have the team prioritize the cases by ageing.
- Assisting with OJT Process training
- Providing continuous feedback to team members regarding case or process as needed.
- Help Teams to achieve Team KPI
- Handling Escalation.
- Sharing process update with the team on regular basis
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
- Escalated issues to proper supervisors when standard processes were not effective.
- Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
Customer Service
Citrix R&D India
10.2012 - 11.2019
- Installation, configuration and troubleshooting for Citrix Receiver.
- Downloading support for application software from Citrix secure portal.
- Managing the incidents which will occur in the IT infrastructure and maintaining the agreed upon SLA with the customer.
- Handling the Customer service issues.
- Provided excellent customer service, addressing customer concerns in a timely manner.
- Achieved individual CSAT and customer service KPI.
- Provided exceptional customer service, consistently exceeding performance metrics.
- Provided support for Citrix partner operations and handled partner-related queries efficiently.
- Managed day-to-day operations for Citrix partners, ensuring smooth communication and issue resolution.
- Supported Citrix partner programs by resolving tickets and coordinating with internal teams.
- Assisted in maintaining operational workflows and partner support processes for Citrix.
- Delivered timely support to Citrix partners, improving service efficiency and satisfaction.
Remote Support Engineer (Payroll - Info Services, Bangalore)
IBM India Pvt Ltd
07.2010 - 09.2012
- Provided Level 2 Supports (Technical Support).
- Installation, configuration and troubleshooting Lotus notes and Lotus Sametime.
- Troubleshooting basic windows related issues.
- Installation support for application software from IBM software portal.
- Installing and configuring printers on network.
- Installing, configuring and troubleshooting VPN clients -AT&T and WECM.
- Configuring and troubleshooting wireless client and LAN.
Education
BCA -
Anna Mali University
01-2012
Diploma - Computer Science
Nettur Technical Training Foundation (R.D.TATA Technical Education Centre)
01-2010
Higher Secondary (X) - undefined
Valley View School
Jamshedpur01-2006
Skills
Teamwork and collaboration
Accomplishments
- Recognized as Best Team Lead of the Year (2024) at Infosys for outstanding team performance and leadership.
- Received Spot Award at Citrix for excellence in Team Lead role and operational delivery.
- Honored with Best Advisor Award at Citrix for delivering exceptional partner support and customer satisfaction.
Additional Information
- Currently working as Acting Manager, leading a team of 20 members and 2 Team Leads in Citrix Partner Operations.
- Collaborate across customer service, solutions, and delivery teams to ensure projects are aligned, on track, and delivered on time.
- Serve as the single point of contact for stakeholders, providing regular updates on project status, risks, and roadmaps to leadership.
- Identify gaps in processes, people, and technology, and drive continuous improvement to enhance execution and operational efficiency.
- Partner with Account Managers, partners, and internal escalation teams to effectively manage and resolve critical issues.
- Managed vendor relationships, including hiring and overseeing subcontractor employees to ensure service quality and compliance.
- Performed capacity planning by aligning headcount with volume forecasts and historical trends to maintain optimal productivity.
- Handled escalation management, resolving team issues, low CSAT scores, and cross-functional escalations effectively.
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Software
Salesforce
Oracle
Alchmey
Timeline
Technical Team Lead
Infosys BPM
03.2024 - Current
Customer Service Team Lead
Citrix R&D
11.2019 - 03.2024
Customer Service
Citrix R&D India
10.2012 - 11.2019
Remote Support Engineer (Payroll - Info Services, Bangalore)
IBM India Pvt Ltd
07.2010 - 09.2012
Diploma - Computer Science
Nettur Technical Training Foundation (R.D.TATA Technical Education Centre)
Higher Secondary (X) - undefined
Valley View School
BCA -
Anna Mali University