Srinivasan TA
Bangalore,Karnataka
Summary
Results-driven Non-Voice Team Leader with 6 years of experience in technical and support, project management, and team leadership. Proven track record of successfully launching and managing multiple projects, optimizing workflows, and mentoring teams to deliver exceptional customer service. Adept at handling backend operations, ticketing systems, and cross-functional collaboration to drive efficiency and client satisfaction.
Overview
7
7
years of professional experience
Work History
Team Leader | Non-Voice Support
Intouch CX
Bangalore
11.2022 - Current
- Led a team of [48] non-voice support agents and 1 ATL 3 Mentors, ensuring high-quality email and chat-based customer and technical support.
- Streamlined workflows, reducing resolution time by 40% through process optimization and knowledge sharing.
- Mentored new hires, conducted calibration sessions, and created onboarding kits to standardize team performance.
- Acted as a bridge between clients and internal tech teams, translating feedback into actionable improvements.
- Managed backend and frontend support for multiple projects, including API integrations and app troubleshooting.
- Handled 100% backend operations for a DRM client, bug reporting, and CMS management.
- Launched and stabilized 4 projects, overseeing knowledge transfer, SOP creation, and team training.
- Collaborated with QA and product teams to enhance service quality and resolve complex technical issues.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained database systems to track and analyze operational data.
Assistant Team Lead (Gaming Vertical)
Intouch CX
Bangalore
06.2020 - 11.2022
- Provided support for international gaming clients (North America, Europe, Middle East), resolving account, server, and UI issues.
- Adapted to multiple ticketing tools (HubSpot, Freshdesk) to meet client-specific requirements.
- Contributed to internal Forum and discord channels, improving team efficiency and customer satisfaction.
- Increased customer satisfaction ratings to 90%.
- Cultivated procedures and standards for system monitoring, investigation and maintenance.
- Managed team workload to reach targets for specific tasks.
- Coordinated weekly meetings for internal and external groups.
RMA & Voice Support Executive
Telligent Support LLP
Bangalore
10.2018 - 07.2020
- Transitioned from voice support to RMA, managing product return workflows and inventory logs.
- Demonstrated flexibility by shifting to non-voice support during organizational restructuring.
Education
Bachelor of Commerce (B.Com) -
CV Raman University
06.2018
Pre-University Course - Commerce
Bangalore University
Bangalore01.2013
Schooling (I to X) -
Sri Vani Educational Institutions
Bangalore01.2011
Skills
- Team Leadership & Mentoring
- Technical Support & Troubleshooting
- Project Management & Process Improvement
- Ticketing Systems (Zendesk, Salesforce, Freshdesk, Kustomer, HelpShift)
- Digital Rights Management (DRM) & CMS Management
- Cross-functional Collaboration (QA, Product, Training Teams)
- Documentation & SOP Creation
- Client Communication & SLA Management
- Software: Microsoft Office, Power BI, G-suite tools
- Ticketing Tools: Zendesk, Salesforce, Kustomer, HelpShift, HubSpot, Freshdesk
- Strong leadership and team collaboration skills
- Adaptable
- Proactive
- Committed to continuous learning
- Excellent problem-solving and communication abilities
Accomplishments
- Successfully launched and managed 5 projects, ensuring seamless operations and client satisfaction.
- Reduced average ticket resolution time by 40% through process improvements and team training.
- Recognized for exceptional leadership and contributions to internal knowledge bases.
- Acquired new verticals in the existing LOB’s
Disclaimer
I hereby declare that the information provided above is true to the best of my knowledge., [Date], [Location], [Your Signature]
Hobbies and Interests
- Basketball
- Boxing
- Automotive Enthusiast (Bikes & Cars)
- Movies & Music
Timeline
Team Leader | Non-Voice Support
Intouch CX
11.2022 - Current
Assistant Team Lead (Gaming Vertical)
Intouch CX
06.2020 - 11.2022
RMA & Voice Support Executive
Telligent Support LLP
10.2018 - 07.2020
Bachelor of Commerce (B.Com) -
CV Raman University
Pre-University Course - Commerce
Bangalore University
Schooling (I to X) -
Sri Vani Educational Institutions
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