Sujith Menon

Sr. Associate Manager

Sutherland Global Services

01.2010 - Current

Started working as Technical Support for AT&T
Handled voice calls for AT&T US customer, to troubleshoot technical issues on their systems
Troubleshooting networking and OS issues which involved taking remote sessions on PC and simultaneously working on multiple systems
Schedule troubleshooting session with customers and make sure that it is completed promptly at specified time
Coordinated with internal design team for designing new chat support software for AT&T
Had to travel with design team and work with them in designing new software
Speak with client directly and demonstrate improvement on project
After project completion make sure that there are no bugs before application launch
Co-coordinating with design and production team, to make sure all concerns are addressed and resolved during launch
Supporting users and technicians while working with new application
Subject Matter Expert in AT&T
Support voice and chat technicians with their queries during troubleshooting sessions
Monitor sessions and make sure that steps followed are adhering to process guidelines
Listening to calls and auditing chat logs to find any process deviations and find coaching opportunities
Informing and providing reports to team Manager so that management is updated on progress and improvement areas
Taking part in management discussions to discuss improvement areas and provide inputs during client sessions about respective team performance
Motivating team to improve and excel in process, this way making sure that team is green in all metrics
Team Manager for AT&T
Worked as team Manager for AT&T process
Handled team of 32 members and coordinated with respective SME for managing team performance
Taking part weekly management discussions and present report on team performance
Coaching SME on performance and areas of improvement
Having one on one feedback session with team members to make sure are given proper coaching to improve their metrics
Having team discussions to motivate and inform them about management & process changes
Worked with Du telecom Client for transition Process & as a Team Manager
Traveled to Dubai to interact with Du telecom client and understand their requirements to launch process in Cochin Mumbai and Egypt
Underwent training and certification from client successfully in 30 days period, which involved learning and understanding product and tools used by client
Training new candidates on tools and making sure that are compliant with client requirements
Coordinated with clients for certifying new team members and making sure they hit production floor with required skillsets
Manage team and make sure that team is performing to its best
Conduct meetings with client and communicate with them about improvement and requirements of team
Conduct RNR sessions so that team is kept motivated and maintain their performance
Quality session and discussions with client quality team for calibrating the quality measurements
Started working as Service Desk Manager for Sutherland Internal Helpdesk
Got transferred to Hyderabad location to assist newly selected team in Hyderabad location
Trained and made sure that new team is up to mark and working successfully
Handling tickets raised by internal employees for issues faced by them and make sure that ticket SLAs are met
Auditing resolved tickets and make sure that infosec and process requirements are properly addressed
Listening to voice calls and make sure that quality parameters are met without fail.
Coaching and discussing with team members to make sure that they are communicated with the new policies implemented by management
Having discussions with top management of different verticals, so that they understand new policies and how Global Service desk works to solve their queries
Providing new ideas to formulate Automation in organization, which can minimize human mistakes during requirement fulfillment
Working on reports on ServiceNow and creating new query reports in ServiceNow
Attended ServiceNow Admin course from vendor
Working on Exchange console and Active Directory for resolving issues related to access issues on AD
Manage Escalations through email and calls regarding outages in organization
Working as Sr Associate manager for Risk and compliance Department
Accountable for ensuring all essential guidelines are put in proper place accurately adhering to industry rules and regulations
Conduct internal audits and reviews at regular intervals to ensure that compliance procedures are regularly followed
Have to ensure that all employees are thoroughly updated about organization’s policies, regulations, and processes
Resolve employee issues about legal risk compliance
Suggest/advise management regarding implementation of compliance programs.

Web Concierge

Logix Microsystems Ltd

03.2007 - 09.2009

Employed as a Web Concierge at Izmocars
Oversee the upkeep of websites crafted and implemented by Izmocars, a subsidiary of Logix Microsystems
Izmocars engages with automotive dealerships, necessitating interactions with prominent clients such as Mitsubishi and Porsche
Audit all websites and make sure that all banners and offers are updated on the dealership websites
Interact with clients and design team so that updates can be communicated, discussed, confirmed, and posted on the respective websites
Schedule meetings with clients and discuss with them their feedback on the service provided by Izmocars
Fix appointment for sales representatives to meet dealership and make sure that they can crack a deal with the client.

Technical Support Representative

CLi3L

04.2005 - 04.2006

Supporting AOL internet subscribers (USA)
Troubleshooting Dial-up connection settings, including mode, troubleshooting and windows networking
Supporting AOL software which was a browser with email client, wherein we had to configure emails and troubleshoot email related issues
Promote AOL products to clientele and elucidate available incentives
Monitor all completed transactions and engage with customers to solicit their feedback for the purpose of refining our offerings.

Sales Call Representative

Nest Technology Enabled Services Ltd.

12.2004 - 04.2005

Making sales call for Netone International telecommunications(USA)
Provide day to day report on telesales productivity to reporting manager.

Summary

Overview

Work History

Sr. Associate Manager

Web Concierge

Technical Support Representative

Sales Call Representative

Education

Skills

Personal Information

Timeline

Sr. Associate Manager

Web Concierge

Technical Support Representative

Sales Call Representative

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