Prince Varghese
Bengaluru
Summary
Dynamic team lead specializing in KPI management and operations management. Proven ability to drive results through effective performance coaching and cross-functional collaboration. Expertise in enhancing operational efficiency and achieving organizational goals.
Overview
17
17
years of professional experience
Work History
Team Lead
SolarEdge
Bengaluru
10.2024 - Current
- Led operations for SolarEdge voice team of 100+ agents, establishing program setup and achieving stabilization.
- Owned comprehensive KPI performance metrics, including CSAT, AHT, QA and productivity measures.
- Ensured operational continuity in 24x7 support framework through effective management.
Team Lead - Escalations
Unacademy
Bengaluru
11.2021 - 07.2024
- Managed high-impact escalations across social media, UGRC, C-level, NCH, and legal channels, ensuring timely resolutions through cross-functional coordination.
- Owned escalation governance and SLA adherence, utilizing Root Cause Analysis (RCA) for effective issue resolution.
- Supported operations with roster planning, reporting, quality audits, SOP creation, and training/coaching of new hires for successful onboarding.
Supervisor
Telligent LLP
Bengaluru
12.2018 - 09.2021
- Led 3 teams of 24 agents, driving adherence to KPIs through performance management, coaching, and continuous skill development.
- Improved revenue and service outcomes by enabling upselling excellence, supporting escalations, and executing regular call quality audits with actionable feedback.
- Improved revenue and service outcomes by enabling upselling excellence, supporting escalations, and executing regular call quality audits with actionable feedback.
- Coordinated staff schedules and assigned tasks to align with workload demands.
- Trained new employees on company policies and operational procedures, facilitating smoother onboarding.
IT Service Desk Analyst
Highstreet It solutions
Bengaluru
09.2016 - 12.2018
- Delivered end‑user computing support for ~300 internal users across the US and Canada, resolving incidents via calls and emails within defined SLAs.
- Administered Microsoft 365 and Active Directory environments, managing user accounts, groups, licenses, Exchange Online mailboxes, Teams, and SharePoint access to streamline user access.
- Served as System Administrator for user account maintenance and incident management systems, ensuring system stability and swift incident resolution.
Specialization Infrastructure Engineer
Mphasis (an HP Company)
Bengaluru
08.2014 - 09.2016
- Administered Active Directory in Windows Server 2003/2008 environments, managing end-user devices, printers, network access, and business applications across multiple locations to ensure seamless operations.
- Managed connectivity issues (LAN/WLAN/WAN) and IT asset lifecycle, overseeing user account maintenance and incident management systems as System Administrator to facilitate effective IT support.
- Delivered L1/L2 technical support for US clients, resolving service requests and incidents within defined SLAs to enhance user satisfaction.
Level G Analyst
Accenture Services Private Limited
Bengaluru
04.2011 - 03.2012
- Supported enterprise video conferencing and telepresence systems, facilitating seamless meeting setup and troubleshooting while providing real-time support across internal and client platforms.
- Coordinated meeting scheduling, system certification, and emergency live‑meeting support, collaborating with cross-functional teams and vendors to ensure system reliability and business continuity.
- Delivered user training and service quality monitoring, documenting compliance-driven support and implementing continuous improvement based on feedback and performance reports.
Senior Tech support Engineer
Wipro BPO
Hyderabad
10.2009 - 03.2011
- Delivered technical support for HP desktops, printers, and peripherals, troubleshooting hardware and networking issues to ensure customer satisfaction.
- Resolved operating system data and connectivity challenges, enhancing overall user experience through high-quality customer service.
- Provided assistance across phone, email, and chat channels, consistently meeting defined service level agreements to support timely issue resolution.
Education
Bachelor of Computer Applications - IT Network Security
University of Mysore
Mysore06-2009
HSC - HSC
Kendriya Vidyalaya
Thrissur05-2004
SSC -
SSC
Kendriya Vidyalaya05-2002
Skills
- KPI management
- Operations management
- Performance coaching
- Customer relationship management
- Stakeholder engagement
- Cross-functional collaboration
- Process improvement
- Root cause analysis
- Incident resolution
- Problem solving
- Team leadership
- Technical assistance
- Conflict resolution
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Team Lead
SolarEdge
10.2024 - Current
Team Lead - Escalations
Unacademy
11.2021 - 07.2024
Supervisor
Telligent LLP
12.2018 - 09.2021
IT Service Desk Analyst
Highstreet It solutions
09.2016 - 12.2018
Specialization Infrastructure Engineer
Mphasis (an HP Company)
08.2014 - 09.2016
Level G Analyst
Accenture Services Private Limited
04.2011 - 03.2012
Senior Tech support Engineer
Wipro BPO
10.2009 - 03.2011
Bachelor of Computer Applications - IT Network Security
University of Mysore
HSC - HSC
Kendriya Vidyalaya
SSC -
SSC