Sangeetha Narasimha
Team Manager
Bengaluru,KA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
5
5
Languages
Work History
Technical Support Manager- Palo Alto Networks
iOPEX Technologies
Bengaluru
01.2020 - Current
- Led employee relations through effective communication, coaching, training, and development
- Managed Technical Leads and Technical Team, including 1-on-1's and Team Meetings
- Implemented training programs to maximise team member development and potential
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making
- Developed and implemented standards for staff to provide consistent service to customers
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay
- Ensure training programs and certifications are completed
- Ensure team follows process and corrects deficiencies
- Engage with customers on escalated support issues or critical customer situations
- Evaluated employee performance on weekly basis and coached and trained team members, increasing quality of work and employee motivation.
Senior Executive- Workforce Management
Mediassist ( India ) Private Limited
Bengaluru
06.2019 - 12.2019
- Maintaining and curating employee database, real time monitoring
- Preparing intraday reports on staff attendance
- Communicate with management and operations team to ensure compliance with company standards
- Collaborate with Operations Department to identifying opportunities to further optimize the workforce
- Monitor attendance and schedule adherence
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
- Processes management requests for modifications of scheduling events (meetings/training, etc.).
Specialist- Google
Regalix India Pvt Ltd
Bengaluru
01.2017 - 01.2019
- Manage staffing and scheduling for a US Time based process having a workforce Strength of 100 FTEs serving the world's largest online search industry
- The planning, analyzing and forecasting (Weekly, Monthly, Short and
- Long Term), of Lead volume influx and consequently scheduling and sizing for single and pool Accounts
- Capacity planning and management, service analysis reporting (Dashboards: monthly, Daily and hourly reports)
- Maintaining and curating employee database, real time monitoring
- Good understanding on Google AdWords & Analytics
- Data analysis and troubleshooting Data discrepancy
- Implementing codes on live websites to help the Advertisers track and optimize AdWords Campaign and Analytics reports
- Troubleshooting AdWords and Analytics codes
- Partner closely with client services on matters related to quantitative and qualitative Analysis of web, AdWords marketing environments, landing page and conversion path
- Optimization and alignment on measurement strategy
- Handling AdWords campaign related and Analytics related queries when required.
Senior Executive- Quality
Aegis Global
Bengaluru
05.2014 - 12.2015
Quality Analyst
Nandi Inc
Bengaluru
09.2009 - 04.2014
Education
Bcom - Finance and Financial Management Services
PES Degree College
Bengaluru 06.2009 - 05.2012
Skills
Genesys
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Technical Support Manager- Palo Alto Networks
iOPEX Technologies
01.2020 - Current
Senior Executive- Workforce Management
Mediassist ( India ) Private Limited
06.2019 - 12.2019
Specialist- Google
Regalix India Pvt Ltd
01.2017 - 01.2019
Senior Executive- Quality
Aegis Global
05.2014 - 12.2015
Quality Analyst
Nandi Inc
09.2009 - 04.2014
Bcom - Finance and Financial Management Services
PES Degree College
06.2009 - 05.2012
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