Nikesh Jagadish
Team Lead
Chennai,Tamil Nadu
Summary
Hardworking Team Leader with 6+ years of experience in people management. Knowledgeable in KPI analysis, implementation and corrective planning. Engaging and motivational supervisor skilled at training, coaching and developing high-performing employees. Develops strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Lead Assistant with talent supporting senior managers and upper management in decision making and improved productivity. Manage and provide follow-up on important projects and initiatives. Strong organizational and communication skills with attention to detail and accuracy.
I will provide the best technical support and customer service to our clients, helping improve their businesses and lives, and strive to solve problems with a positive attitude that spreads to my co-workers.
Overview
18
18
years of post-secondary education
8
8
years of professional experience
Work History
Senior Team Lead
Merit Group Ltd
Chennai, Tamil Nadu
09.2018 - Current
- Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
- Conducted performance reviews each month, offering praise and recommendations for improvement.
- Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to the clients.
- Implemented incident management responses, including troubleshooting, root cause analysis and issue resolution.
- Managed and allocated staff and material resources to meet production goals.
- Established positive and effective communication among unit staff and organization leadership, reducing misunderstandings.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Collaborated with the HR team on various events to improve employee engagement and fun activities at work.
Team Leader
CSS Corp – Chennai
Chennai, Tamil Nadu
05.2015 - 08.2018
- Communicated clear expectations and goals to each team member in a team of 20 members.
- Worked with the management team to implement the proper division of responsibilities.
- Strategically scheduled team members to maintain optimal staffing levels at all times.
- Met the Client requirements on the first month and then exceed the metrics on the following months which confirmed the Pilot batch of Advanced Operations Ticketing Team and ERT (Executive Response Team) and made the project permanent in the company.
- Handled 2 different LOB at the same time as a Team Lead and meeting the targets set by the clients every month.
- Generating Excel reports followed by presenting them on management meetings and handling Client level escalations.
- Provided knowledge and resources to prepare each team member for success and top performance.
Subject Matter Expert
CSS Corp – Chennai
Chennai, Tamil Nadu
05.2013 - 05.2015
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Performed well with a new team and maintained the scores (92.41%) as expected and got assigned to a new project (Pilot Batch) PPT Payment Processing Team as a Supervisor.
- Adhered to all confidentiality requirements at all times.
- Documented client progress through case notes and documentation.
- Developed business cases, presentations and reports for senior management.
Senior Technical Support Engineer
CSS Corp – Chennai
Chennai, Tamil Nadu
09.2012 - 05.2013
- Managed call flow and responded to technical support needs of customers.
- Met and exceeded goals and metrics for every quarter.
- Provided on-call support for critical issues, Identified and solved technical issues with a variety of diagnostic tools.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Provided end-user troubleshooting on VOIP services.
- Individual Excellence Award winner for outstanding personal contribution to the project, client and company.
Education
B.Tech - Information Technology
09.2008 - 07.2012
- Graduated with 6.73 GPA
- FINAL YEAR PROJECT on Channel Allocation in Wireless Data Centre Networks
- Elected Captain of Football team 2012.
High School Diploma -
06.1994 - 09.2008
- Higher Secondary Exam, Tamil Nadu State Board, 2008 - 71.58%
- Senior Secondary Exam, Tamil Nadu State Board, 2006 - 73.36%
Skills
Employee Engagement
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Accomplishments
- Awarded best manager of the year 2019. -Merit
- The best leader of the Quarter OND 2019 and AMJ 2020 across the organization. -Merit
- CAT award for best performers in 2014 -CSS Corp across all locations.
- Silver and bronze medal winner for Anna University Football Meet.
- Played 1st division football - 2012 and 2013.
Timeline
Senior Team Lead - Merit Group Ltd
09.2018 - Current
Team Leader - CSS Corp – Chennai
05.2015 - 08.2018
Subject Matter Expert - CSS Corp – Chennai
05.2013 - 05.2015
Senior Technical Support Engineer - CSS Corp – Chennai
09.2012 - 05.2013
DMI College Of Engineering - B.Tech, Information Technology
09.2008 - 07.2012
AV Meiyappan Matriculation Higher Secondary School - High School Diploma,
06.1994 - 09.2008
Similar Profiles
Aravindan KarunagaranAravindan Karunagaran
Assistant Service Delivery Manager at Merit GroupAssistant Service Delivery Manager at Merit Group
Sagar DolasSagar Dolas
Research Analyst at Merit GroupResearch Analyst at Merit Group
William EstremeraWilliam Estremera
Project Manager at Silverthorne Advisory GroupProject Manager at Silverthorne Advisory Group