SHIMON M P
Team Lead - Product Support
Hyderabad
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
14
14
years of professional experience
3
3
Certifications
Work History
Team Lead
IBM India Private Ltd
Hyderabad
01.2017 - Current
- Oversee day-to-day operation
- Delegate tasks for the team and set deadlines
- Attend the daily standup meeting with the US managers and Specialists to discuss any process issues
- Attend the weekly US/India Management meeting
- Conduct daily standup meeting with the team and address any issues or concerns
- Attend defect review meetings with the Development team & Product Management team
- Set clear goals for the team
- Constantly monitor and manage the team’s performance and provide required assistance
- Conduct One on One meetings to give and take feedback and resolve any issues or conflicts
- Managing the workforce to ensure 24/7 availability
- Discover training needs and provide coaching
- Training new hires
- Transitioning new process
- Achievements:
- Got promoted as Team Lead
- Got promoted as Product Specialist
- Received Business Unit Star Award
- Awarded multiple times for best performance.
Senior Analyst
Truven Health Analytics India Pvt Ltd
Hyderabad
01.2013 - 12.2016
- Give support to the clients via Phone and Email for various products which is used by the healthcare facilities in USA
- Training new hires on the products and make them all set for live calls
- Constantly monitor and manage the team’s performance and assisting them in handling cases and calls
- Conducting PKTs and Refresher training to the team members on monthly basis and give feedback to the team members
- Transitioning new process by attending the initial training from the US team and training the team members on the process
- Achievements:
- Got promoted as Senior Analyst
- Awarded 15 times for best performance.
Analyst
Thomson Reuters India Pvt Ltd
Hyderabad
07.2012 - 12.2012
- Give support via Email and via call to various healthcare related web tools created by Thomson Reuters, which is used by the healthcare providers in USA
- Constantly monitor and manage different Mail Boxes and create and assign cases to the respective team as per the priority.
Senior Process Associate
Apollo Health Street
Hyderabad
07.2010 - 07.2012
- Make outbound calls to the healthcare providers in USA on behalf of various insurance companies
- Collect the providers billing information’s and update it in the client database without any system errors
- Maintain the client SLA of an average call accuracy of 95% and system accuracy of 98%
- Maintain the daily production as per the client SLA
- Achievements:
- Got promoted as Senior Customer Service Executive
- Received Quality star performer award for achieving average Quality Score of 100%.
Senior Customer Service Executive
Tata Business Support Services
Hyderabad
01.2008 - 05.2010
- Receiving inbound calls from the customers and providing billing information, package information and solving other queries
- Troubleshooting the technical problems that they are facing with the connection
- Achievements, TBSS:
- Got promoted as Senior Customer Service Executive
- Got the certificate for gold class customer service.
Education
Bachelor Of Business Administration (BBA) -
University Of Madras
Plus XII - Physics, Chemistry, Mathematics
C.B.S
10th C.B.S.E - undefined
Govt Senior Secondary School
Skills
Team Management
Resource Allocation
Key performance indicators
Staff education and training
Performance improvement
Process Transition
Process Training
Project Management
Microsoft Office (Excel, PowerPoint & Word)
Certification
ITIL V4 Foundation
Additional Information
IBM Badges
- Client Success & Support Professional
- Earning Advocacy Practitioner
- Agile Practitioner
- Enterprise Design Thinking Practitioner
- Cognitive Services Practitioner
Timeline
Team Lead
IBM India Private Ltd
01.2017 - Current
Senior Analyst
Truven Health Analytics India Pvt Ltd
01.2013 - 12.2016
Analyst
Thomson Reuters India Pvt Ltd
07.2012 - 12.2012
Senior Process Associate
Apollo Health Street
07.2010 - 07.2012
Senior Customer Service Executive
Tata Business Support Services
01.2008 - 05.2010
Bachelor Of Business Administration (BBA) -
University Of Madras
Plus XII - Physics, Chemistry, Mathematics
C.B.S
10th C.B.S.E - undefined
Govt Senior Secondary School