Sriram S
Malur
Summary
Dynamic Manager with extensive industry experience and a strong commitment to driving team performance and service delivery. Proven track record of achieving organizational goals through effective collaboration and strategic oversight. Exceptional skills in documentation, reporting, and staff management have consistently yielded outstanding results across projects. Aiming to leverage expertise to foster high-performing teams and enhance operational efficiency.
Overview
16
16
years of professional experience
Work History
Team Leader / Supervisor
Dell Technologies
Bengaluru
07.2016 - 06.2023
- Stood for the voice of the customer within the organization.
- Reported on account health internally, identifying, communicating, and mitigating account risks with support programs.
- Produced presentation materials/reports for routine reviews of support program delivery.
- Monitored support case progress to ensure all support SLAs were met.
- Intervened proactively by raising internal support escalations if an SLA was at risk.
- Tracked support metrics, and drove necessary improvements when metrics were not met.
- Managed more than two teams in the absence of the respective Team Managers, with 18 to 50 agents overall.
- Supported B2B and B2C customers with order support, status, and related inquiries.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Collaborated with other departments to ensure alignment of goals across teams.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Maintained a positive work environment that promoted collaboration between team members.
Team Leader
Tech Mahindra BSG
Hyderabad
09.2013 - 07.2016
- Delivered technical chat support specializing in Verizon FiOS services.
- Managed key metrics such as Customer Satisfaction Rate, Resolve Rate, and First Time Resolution Rate.
- Led a team of 17-20 members while maintaining healthy outage and attrition rates.
- Ensured compliance with all safety regulations in the workplace.
- Maintained a positive work environment that promoted collaboration between team members.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
Team Leader
JP Morgan & Chase (Magna Infotech)
Bengaluru / Hyderabad
12.2011 - 06.2013
- Oversaw technicians providing assistance to JP Morgan and Chase staff worldwide.
- Performed in-depth analysis of volume trends to support strategic decisions.
- Conducted routine service level evaluations and communicated results to process stakeholders.
- Supervised agent schedules aligned with predictive volume analysis.
- Boosted productivity across Level 1 and Level 2 support functions.
- Executed a Password Self-Service initiative focusing on Identity and Access Management.
- Increased satisfaction and performance metrics through improved communication mediums.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Created training materials and conducted group trainings on new processes or procedures.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
Team Leader
Dell Technologies
Bengaluru
02.2007 - 12.2011
- Onboarded as a senior technical support expert to troubleshoot hardware and network systems effectively.
- Handled crucial international escalation cases from top leadership, investor relations channels, and the Better Business Bureau.
- Advanced through roles including team coach, lead, and business analyst before being promoted as Team Leader.
- Led a team of 18 individuals in achieving quarterly sales targets, exceeding goals.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Provided coaching and feedback on employee performance, encouraging professional development.
Education
Bachelor of Arts -
Himalayan University
Arunachal PradeshAdvanced Diploma in Computer Graphics - Computer Graphics And Animation
Arena Multimedia
BengaluruSkills
- Complaint resolution
- Coaching
- Mentoring
- Staff education and training
- Onboarding and orientation
- Client service
- Team building
- People management
- Analytical thinking
- Leadership
- Performance improvement
- Customer satisfaction
- Customer focus mindset
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Leader / Supervisor
Dell Technologies
07.2016 - 06.2023
Team Leader
Tech Mahindra BSG
09.2013 - 07.2016
Team Leader
JP Morgan & Chase (Magna Infotech)
12.2011 - 06.2013
Team Leader
Dell Technologies
02.2007 - 12.2011
Bachelor of Arts -
Himalayan University
Advanced Diploma in Computer Graphics - Computer Graphics And Animation
Arena Multimedia
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