Simanta Tamuli

Senior Team Manager - TDSYNNEX Cloud Support (March 2021 - Present)

• Led and scaled TDSYNNEX CSP support team from 13 to 60+ team members, delivering exceptional results for the client.
• Focused on performance management, continuous process improvement, and client satisfaction, ensuring that service level agreements (SLAs) were consistently met.
• Developed and implemented strategies for operational excellence, improving team performance and driving revenue for the business.
• Currently leading the project with scope of 2 more Line of business being added to the account.
• Developed training programs to improve team performance and skills development.
• Managed client relationships to ensure satisfaction and address concerns effectively.
• Streamlined processes to optimize workflow and reduce operational bottlenecks.
• Facilitated regular team meetings to foster collaboration and communication among members.
• Implemented performance metrics to monitor team productivity and effectiveness.
• Mentored junior managers to build leadership capabilities within the organization.
• Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
• Facilitated meetings with stakeholders to discuss project updates.
• Recruited qualified candidates to fill vacant positions within the team.
• Collaborated with other departments on special projects or initiatives as needed.
• Implemented new processes or systems that improved efficiency.
• Ensured compliance with company policies, procedures, standards, and regulations.
• Established clear expectations and provided feedback on individual performance.
• Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
• Supported HR staff with recruiting and retaining high-performing talent.
• Provided regular reports to senior management on team performance, challenges, and strategic recommendations.
• Developed and executed training programs to enhance team skills and knowledge, leading to an increase in efficiency.
• Ensured compliance with company policies and industry regulations, mitigating risk and maintaining integrity.
• Oversaw the recruitment, onboarding, and training of new team members, ensuring a quick adaptation to company standards.
• Managed team budget and resources efficiently, reducing costs while maintaining high-quality standards.
• Managed remote teams effectively, using virtual communication tools to maintain engagement and productivity.
• Recognized and rewarded team and individual achievements, boosting morale and motivation.
• Fostered an inclusive team culture, promoting diversity and encouraging innovative ideas.

Team Manager/Senior Team Manager - Microsoft Commercial Cloud Support (Nov 2019 - March 2021)

• Managed Microsoft Cloud Premier support team, ensuring alignment with client service.
• Promoted from Team Manager to Senior Team Manager within one year for exceptional leadership.
• Achieved consistent delivery of KPIs and high CSAT scores through coaching and process improvements.
• Secured and delivered a pilot project for a new client with strong stakeholder management.

Level 3 Engineer – Microsoft Technical Support

• Led global English-language L3 support team for Skype, Outlook.com, Windows and Office.
• Handled complex escalations, ensuring high-quality resolution and client satisfaction.
• Delivered support across voice and email channels under high-pressure conditions.

Level 1 & 2 Engineer – Microsoft Technical Support

• Provided L1/L2 technical support for Microsoft products (Windows, Office, Outlook.com).
• Recognized as one of only two L2 engineers globally handling Outlook.com escalations.
• Ensured customer retention through high-quality issue resolution.

• Specialized in customer service for Citibank's Citigold program, offering top-tier support via chat for high-networth US clients.
• Acted as a mentor and On-Job Trainer, providing training for new hires and ensuring high levels of quality and consistency within the team.
• Built strong customer relationships by providing responsive and accurate solutions, contributing to improved customer satisfaction and retention.