Poornima Sekar
Chennai
Summary
Professional with 18 years of overall experience, including 8 years in operations leadership, and 10 years as an IT Operations Specialist. Skilled in team management, ticket triaging, SAP support, incident management, reporting, CSAT improvement, and customer support, focused on driving AI integration initiatives, and consistent, high-quality performance.
Overview
19
19
years of professional experience
Work History
Compass Systems and Support Operations
DXC Technologies Pvt. Ltd
Chennai
06.2016 - Current
- Led L1 IT Operations for Compass Systems, managing ticket triaging, workload distribution, and end-to-end incident handling, with SAP backend coordination.
- Served as Triage Lead, conducting twice-daily triage meetings to accelerate defect resolution, and ensure SLA compliance.
- Handled the CSAT process end-to-end, analyzing low scores, preparing action plans, and improving customer satisfaction across the account.
- Acted as Backup Manager, overseeing operations, escalations, staffing, and team performance during leadership's absence.
- Drove AI integration initiatives using Amazon QuickSuite, enabling automated dashboards, advanced insights, and operational analytics improvements.
- Performed capacity planning to optimize staffing, manage volumes, and maintain a balanced workload across teams.
- Created and maintained SOPs, process documents, and knowledge base updates to support seamless operations.
- Mentored and managed a 10-member team, handling rosters, coaching, performance tracking, and conflict resolution.
- Published daily, weekly, and monthly reports, including IWO ticket status, KPIs, and audit trackers for leadership visibility.
- Collaborated with L2, Finance, Reporting, and cross-functional teams to resolve system challenges and streamline survey processes.
- Improved communication flow by managing downtime notifications, and ensuring timely updates to end users.
- Organized team events, presented monthly highlights decks, and contributed to continuous process improvement across operations.
- Spearheaded the corporate event “FINGALA” in FY25 across Chennai, Noida, and Bengaluru, also serving as the event host; received awards and accolades for delivering one of the most successful corporate engagements of the year.
Team Leader
Serco Global Services Pvt. Ltd
Chennai
10.2009 - 01.2016
- Led a 12-member team managing medium business mortgage processing, ensuring accurate document review, eligibility checks, risk assessment, and compliance with lending policies.
- Supervised the invoice processing workflow, including document validation, exception handling, approvals, and timely posting with high accuracy.
- Managed the indexing and routing process for Barclays Bank, ensuring customer documents were correctly classified, indexed, and routed to the right teams for further action.
- Monitored daily SLAs and KPIs to maintain consistent productivity, quality, and turnaround time.
- Conducted daily huddles, queue allocation, and workload balancing, ensuring smooth operations during peak volumes.
- Performed quality audits on mortgage files, invoices, and indexed documents, significantly reducing rework and errors.
- Coordinated with cross-functional teams to resolve exceptions, missing documentation, and routing discrepancies.
- Trained and mentored new joiners, created SOPs, and ensured complete knowledge transfer across the team.
- Managed performance reviews, coaching sessions, and development plans for all 12 team members.
- Generated daily, weekly, and monthly performance reports, identifying trends, risks, and improvement opportunities.
- Ensured adherence to compliance, regulatory guidelines, and data confidentiality across all processes.
Customer Service Executive
Allsec Technologies Pvt Ltd
Chennai
06.2007 - 10.2009
- Provided inbound customer support for U.S.-based credit card customers, ensuring timely and accurate query resolution.
- Resolved customer issues efficiently while maintaining a minimum AHT and high-quality service scores.
- Cross-sold banking products, contributing to revenue, and customer engagement.
- Assisted new joiners during OJT, guiding them through live calls and process understanding.
- Achieved an average of 95% Quality Score across all critical parameters consistently.
- Received multiple customer appreciation emails for going the extra mile, and delivering exceptional service.
Education
Bachelor of Science -
KRMCC College
Chennai, India04-2007
Skills
- IT operations and support
- L1 and L2 IT support (Compass IT Systems)
- Incident management (triaging, prioritization, resolution)
- Queue management and ticket distribution
- Knowledge base / SOP documentation
- Audit tracker maintenance
- Training and process management
- Testing and quality assurance
- Project and collaboration skills
- Leadership and people management
- Communication & Interpersonal Skills
- Analytical and detail-oriented
Languages
English
Proficient (C2)
C2
Tamil
Native
Native
Timeline
Compass Systems and Support Operations
DXC Technologies Pvt. Ltd
06.2016 - Current
Team Leader
Serco Global Services Pvt. Ltd
10.2009 - 01.2016
Customer Service Executive
Allsec Technologies Pvt Ltd
06.2007 - 10.2009
Bachelor of Science -
KRMCC College