Santhiya J
Business Process Lead
Chennai
Summary
Business Leader proven to develop and implement business management initiatives. Creates business strategies, allocates resources, finds ways to increase productivity and assesses employee performance. Bridges communication between partners and suppliers with strong business acumen and managerial abilities.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Business Process Lead
TATA Consultancy services
Bangalore
01.2019 - Current
- Mentored and guided employees to foster proper completion of assigned duties.
- Planned, managed and directed daily board operations to increase revenue.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Worked with colleagues to create prototypes of new designs and training materials.
- Assisted with new hire processing and existing training programs.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Coordinated weekly meetings for internal and external groups.
Assistant Engineer
Ericsson India Global Pvt. Ltd
Bangalore
10.2017 - 01.2019
- Managing high priority SLAs and ticket closure.
- Co-ordinating with dispatch,FO to manage the incident.
- Knowledge sharing with Team.
- Ensure the entire fault should be ticketed and resolved before SLA.
- Communicating with coustomers in bridge to update the incident and ensuring the processing of resolution.
- Technical auditing tickets (P3,P4 & P5) from various team like FO, BO
- Reducing Un-necessarily field visits.
Fault Management Engineer
Nokia Solutions and Networks
Chennai
03.2016 - 10.2017
- Providing 3G (RNC2600& Flexi WCDMA-BTS O&M) Network fault management support remotely for VF-IND_7 circles.
- Troubleshooting the Service impacting /Non Service impacting/Service degradation Active alarms.
- Trouble ticketing all the real-time SA/NSA/SD issues and solving the problem by taking it to Level -3 Supports within the timeline agreed with customer according to its severity.
- Being as central interface to various vendors (IP/MPLS/IUPS CORE/IUCS CORE/ Transmission) in the network and do the coordination’s for all kind of real time Service impacts and for any other support.
- To conduct network surveillance, take ownership of faults, manage & resolve the fault with minimal outage.
- Analyzing & rectifying WBTS & RNC related alarms.
- To ensure smooth running of the network by resolving various faults within SLA.
- To act upon critical outages effectively & reduce network outage to the maximum. Periodic BSC & RNC Software backup bi-monthly to ensure safety of BSC & RNC data.
- Perform diagnosis & switchover of all computational units to minimize hardware faults, thus prevent network outage.
Customer Support Executive
Zealous Services
Chennai
05.2015 - 02.2016
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Achieved specific team objectives and collection activity.
- Kept high average of performance evaluations.
Education
• Bachelor of Engineering (ECE) - Electronics And Communications Engineering
Narasu’s Sarathy Institute of Technology
Salem 06.2011 - 05.2015
High School Degree - Science And Mathematics
St. Mary’s Girls Higher Secondary School
Mettur 06.2010 - 04.2011
SSLC -
St. Mary’s Girls Higher Secondary School
Mettur 06.2008 - 04.2009
Skills
Critical Thinking
Dependable and Responsible
Multitasking Abilities
Good Telephone Etiquette
Training and Development
Problem-Solving
Self-Motivated
Teambuilding
Accomplishments
TATA Consultancy services:
- Contextual Master Award, Awards for Excellence, Awards for Excellence 25-Feb-2022
- Service & Commitment Award, Service Awards, Service Award 23-Jan-2022
- On The Spot Award, Awards for Excellence, On The Spot Awards 06-Jan-2022
- Technical Excellence Award, Awards for Excellence, Awards for Excellence 17-May-2021
- On The Spot Award, Awards for Excellence, On The Spot Awards 13-Oct-2020
- BPS Star Performer Award, BPS Awards, Star Awards 28-Jul-2020
- On The Spot Award, Awards for Excellence, On The Spot Awards 01-Mar-2020
Ericsson India Global Pvt. Ltd :
- Best performer Award - Nov-2018
Nokia Solutions and Networks :
- Execution Mindset Award for Excellence in performance 2017
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Business Process Lead
TATA Consultancy services
01.2019 - Current
Assistant Engineer
Ericsson India Global Pvt. Ltd
10.2017 - 01.2019
Fault Management Engineer
Nokia Solutions and Networks
03.2016 - 10.2017
Customer Support Executive
Zealous Services
05.2015 - 02.2016
• Bachelor of Engineering (ECE) - Electronics And Communications Engineering
Narasu’s Sarathy Institute of Technology
06.2011 - 05.2015
High School Degree - Science And Mathematics
St. Mary’s Girls Higher Secondary School
06.2010 - 04.2011
SSLC -
St. Mary’s Girls Higher Secondary School
06.2008 - 04.2009