Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Nishanth Selvaraj

Coimbatore

Summary

Team Lead with over 5 years of experience in quality assurance and customer service, excelling in SLA management and team leadership. Demonstrates expertise in regression testing, defect tracking, and process improvement, achieving a 40% enhancement in SLA performance. Committed to fostering collaboration and driving efficiency, with a proven track record of reducing manual tasks by 30%.

Overview

10
10
years of professional experience

Work History

Team Lead

Urjanet EnergySolutions
09.2021 - Current
  • Conducting RCA for customer-reported issues, resulting in fixing critical issues efficiently and satisfying clients.
  • Documenting new features and functionalities to enhance team knowledge and improve SLA performance by 40%.
  • Managing monthly metrics and reporting (KPI) to ensure accountability and drive performance improvement initiatives.
  • Initiating and overseeing projects aimed at reducing manual work within the team, resulting in a 30% reduction in manual tasks.
  • Participating in Agile meetings with relevant stakeholders to foster collaboration and alignment.
  • Holding regular meetings with managers, directors, VPs, and other teams leads to discussion process improvement, enhancing overall process quality and reducing TAT for issue resolution.
  • Tracking SLA to ensure compliance and performance standards, resulting in improving SLA from 65% to 98% through regular tracking.
  • Conducting weekly 1x1 meetings with direct reporters to understand team needs and take appropriate actions.
  • Handling Client Escalations.
  • Auditing team's work at an individual level to improve work quality.Streamlined issue resolution processes, significantly enhancing client satisfaction and achieving a marked improvement in response times.
  • Conducted comprehensive audits of team performance, leading to actionable insights that improved work quality and efficiency.
  • Implemented a new tracking system for SLA compliance, resulting in a notable increase in performance metrics and accountability from 85% to 99%.
  • Conducted regular audits of team performance, providing insights that led to marked gains in work quality and efficiency.

QUALITY ANALYST- SR.QUALITY ANALYST

Urjanet Energy Solutions
07.2016 - 09.2021
  • Conducted regression and performance tests, enhancing web-based platforms reliability and customer satisfaction.
  • Managed client interactions, ensuring precise issue resolution and maintaining strong relationships.
  • Utilized Excel for data analysis, improving test efficiency and reducing error rates.
  • Identified and resolved internal tool(web-based platform) issues, contributing to improved product quality and user experience.
  • Executed regression and performance testing, ensuring software(web-based tool) reliability and enhancing user satisfaction through reduced defect rates.

TECHNICAL SUPPORT EXECUTIVE

Allsec Technologies
01.2015 - 07.2016
  • Resolved client issues by collaborating across teams, ensuring high satisfaction and efficiency.
  • Maintained detailed logs of client queries, enhancing data-driven analysis and support quality.
  • Analyzed client data to identify trends, leading to proactive issue resolution strategies.
  • Coordinated with internal teams to solve complex client problems, improving service reliability.

Education

B.TECH - IT

Sri Krishna College of Engineering And Technology
04-2014

Skills

  • Test Planning
  • JMeter(beginner)
  • Defect Tracking
  • Agile
  • Regression Testing
  • Performance Testing
  • Customer Service(expert)
  • Excel(Moderate)
  • JIRA
  • Team Leadership(Expert)
  • SLA Management(Expert)
  • Postman(Beginner)

Additional Information

AWARDS

• Best performer in 2019, 2022 and 2023

• Best Employee for effectively handling and resolving customer queries

Timeline

Team Lead

Urjanet EnergySolutions
09.2021 - Current

QUALITY ANALYST- SR.QUALITY ANALYST

Urjanet Energy Solutions
07.2016 - 09.2021

TECHNICAL SUPPORT EXECUTIVE

Allsec Technologies
01.2015 - 07.2016

B.TECH - IT

Sri Krishna College of Engineering And Technology

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Nishanth Selvaraj