Table tennis
Peterson Gunisetty
Supervisor- Service Operations
Hyderabad,TG
Summary
Highly skilled Supervisor with 6+ years of experience and proven success in quality, Utilization assurance and leadership. Advanced in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve goals.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Service Operations Supervisor
Diebold Nixdorf
Hyderabad, Telanagana
01.2019 - Current
- Managed team of approx. 35 associates and ensure that all key metrics of performance as per Client SLA are met and exceeded
- Institute creative & innovative Rewards & Recognition activities for enhancing team
- Performance and motivation. foster career advancement of team members within project or lateral movement.
- Manage team performance and responsible for overall development of team.
- Manage and strengthen Client Relationship
- Handle escalated customer calls and guide/assist agents to take calls in premium queue and use of customer service tools
- Works with Operations Manager on maintaining department expense budgets in accordance with planned workload
- Ensures teams maintain clean orderly work area through use of 5S visuals management tools and standards
- Establish action plans for improvement.
- Leads and directs workforce in problem identification, problem solving and implementing continuous improvement measures
- Works Effectively with cross functional teams in ensuring Operational and service excellence
- Built strong relationships with customers through positive attitude and attentive response
- Optimized customer support by establishing collaborative service environment
- Assisted with new hire processing and existing training programs
Technical Support Specialist
Diebold Nixdorf
Hyderabad, TG
10.2015 - Current
- Technical Support to Entire Diebold channel through remote resolution.
- Identify and Debug issues on ATM Environments, Monitors, diagnoses, and repairs all related issues.
- Raising and resolving tickets through Siebel and troubleshooting terminals with Citrix and Axeda applications.
- Managed over 40 customer calls per day and utilized 100% with best quality
- Collaborated with clients to address customer inquiries or technical issues
Education
Master of Science - Electronics
04.2013 - 05.2015
Bachelor of Science - Computer Science
04.2010 - 05.2013
Skills
Decision Making
MS Office
Performance improvement
Technical Support
Daily workflow improvement
Training and Development
Client Service
Quality Improvement
Training implementation
Operations monitoring
Accomplishments
· 01.2020 Awarded as Project star of the year
· 05.2019 Promoted as Operations Supervisor
· 03.2018 Promoted as a Technical Support Specialist
· 03.2017 Promoted as a Technical Support Associate
· 11.2016 Promoted twice as Exceptional Contribution star with in Quarter
Interests
Timeline
Service Operations Supervisor - Diebold Nixdorf
01.2019 - Current
Technical Support Specialist - Diebold Nixdorf
10.2015 - Current
Sai Sudhir Pg. College - Master of Science, Electronics
04.2013 - 05.2015
Avanthi Degree College - Bachelor of Science, Computer Science
04.2010 - 05.2013