Tejaswini Jamakhandi
Team Lead, Customer Support
Bengaluru
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
19
19
years of professional experience
2012
2012
years of post-secondary education
4
4
Languages
Work History
Team Lead, Customer Support
UNICOM Global
03.2025 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
Principal Software Engineer
UNICOM Global
01.2024 - 02.2025
- Increased customer satisfaction rates through diligent collaboration with cross-functional teams on feature development and bug resolution.
- Mentored junior engineers to strengthen their technical skills and improve overall team efficiency.
- Worked closely with global customers spanning to troubleshoot software problems.
- Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
- Maximized system uptime through proactive identification of potential issues using advanced monitoring tools and rapid resolution of incidents.
Senior Staff Software Engineer
UNICOM Global
01.2015 - 12.2023
- Customer Support Experience: Demonstrated 14+ years of providing comprehensive support to a diverse range of customers, including single users, complex enterprises, and subsidiary and agency models.
- Collaborated with cross-functional teams to deliver high-quality software products on schedule.
- Performed root cause analysis on reported issues, swiftly resolving bugs while minimizing disruptions to users'' experiences.
- Reduced application load times by optimizing database queries and streamlining data retrieval processes.
- Maintained comprehensive documentation of technical specifications, enabling smooth knowledge transfer within the team during transitions or new additions to the staff roster.
- Mentored junior engineers, providing guidance on best practices and fostering professional growth.
- Analyzed proposed technical solutions based on customer requirements.
- Created proofs of concept for innovative new solutions.
- Coordinated deployments of new software, feature updates and fixes.
- Proved successful working within tight deadlines and a fast-paced environment.
Senior Staff Software Support Engineer
IBM Labs
01.2013 - 12.2014
- Fostering an environment that allows Technical Support Professionals to excel, focusing on customer service, teamwork, technical acumen, agility, and superior communication skills.
- Increased ticket resolution speed by creating a comprehensive knowledge base of common issues and solutions.
- Improved team productivity with consistent communication, collaboration, and knowledge sharing among peers.
- Mitigated risk of data loss by assisting clients in implementing effective backup strategies for their systems.
- Provided initial support on software tickets submitted for Focal Point, maintaining a resolution rate of greater than 75%.
- Reduced software downtime by proactively identifying potential issues and providing preventive maintenance solutions.
- Enhanced customer satisfaction by promptly resolving software issues and providing professional support.
- Strengthened cross-functional relationships with key stakeholders like developers, sales representatives, and project managers to deliver streamlined support solutions across departments.
- Achieved high customer satisfaction ratings by consistently meeting or exceeding client expectations for service quality and responsiveness.
- Provided clear and concise documentation of technical issues to facilitate efficient handoffs between support tiers.
- Enhanced overall user experience through continuous improvement initiatives based on client feedback and performance metrics analysis.
- Collaborated with development teams to provide valuable feedback for software improvements and bug fixes.
- Developed customized training materials to ensure end-users were proficient in software operations.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Advisory and Escalation Engineer
IBM Lab
08.2011 - 12.2012
- Fostering an environment that allows Technical Support Professionals to excel, focusing on customer service, teamwork, technical acumen, agility, and superior communication skills.
- Streamlined communication between support teams, resulting in improved collaboration and faster resolution times.
- Contributed to the development of internal tools and automation scripts that increased team efficiency and reduced manual effort.
- Enhanced customer satisfaction by promptly addressing and resolving escalated technical issues.
- Analyzed trends in escalations data to identify recurring issues and initiate preventative measures.
- Participated in weekly review meetings with senior management, reporting on key metrics related to escalation handling performance.
- Implemented monitoring tools to proactively identify potential issues, reducing the number of escalations received by the team.
- Served as a subject matter expert in key technology areas, providing guidance and expertise to colleagues and clients alike.
- Created knowledge base articles for common issues, enabling quicker resolutions for customers and support staff.
- Reduced average response time for escalated cases by implementing efficient case management processes.
- Provided exceptional customer service while resolving difficult situations diplomatically, maintaining client loyalty during challenging circumstances.
- Leveraged root-cause analysis techniques for identifying underlying issues, enabling long-term improvements to product stability.
- Supported sales teams by offering technical insights during pre-sales discussions with prospective clients where appropriate.
Staff Software Engineer
IBM India
08.2008 - 08.2011
Application Engineer
Telelogic - Acquired by IBM
07.2006 - 08.2008
Education
PGDBA - Customer Relationship Management
Symbiosis Distance Learning Center
B.E - Electronics
Pune University
Skills
- Product Support
- Solution
- Incident Management
- Change Management
- Continuous Process Improvement
- Project Management
- Governance
- Cloud Deployments
- Service Delivery Management
- Operations Management
- Testing Management
Notable Accomplishments
- Cloud Certified – Microsoft Azure Fundamentals (AZ 900)
- Published 2 Patents in IP.com
- Auto search screenshots and keywords while raising service request to reduce resolution time: https://priorart.ip.com/IPCOM/000239704
- Method of translating images/text into user preferred language: https://priorart.ip.com/IPCOM/0002404
- IBM Certified for Rational Focal Point Technical Sales Professional in 11/12
- IBM Certified Oracle SME in 11/13
- IBM Whitepaper on IBM Focal Point Time Grid Analysis
- IBM Whitepaper on IBM Insight installation and configuration
Personal Information
Date of Birth: 12/24/82
Target Location
PAN India (preferably Bengaluru / Pune / International)
Accomplishments
Cloud Certified – Microsoft Azure Fundamentals (AZ 900)
Published 2 Patents in IP.com
1. Auto search screenshots and keywords while raising service request to reduce resolution time https://priorart.ip.com/IPCOM/000239704
2. Method of translating images/text into user preferred language URL: https://priorart.ip.com/IPCOM/0002404
IBM Certified for Rational Focal Point Technical Sales Professional in Nov 2012
IBM Certified Oracle SME in Nov 2013
IBM Whitepaper on IBM Focal Point Time Grid Analysis
IBM Whitepaper on IBM Insight installation and configuration
Timeline
Team Lead, Customer Support
UNICOM Global
03.2025 - Current
Principal Software Engineer
UNICOM Global
01.2024 - 02.2025
Senior Staff Software Engineer
UNICOM Global
01.2015 - 12.2023
Senior Staff Software Support Engineer
IBM Labs
01.2013 - 12.2014
Advisory and Escalation Engineer
IBM Lab
08.2011 - 12.2012
Staff Software Engineer
IBM India
08.2008 - 08.2011
Application Engineer
Telelogic - Acquired by IBM
07.2006 - 08.2008
B.E - Electronics
Pune University
PGDBA - Customer Relationship Management
Symbiosis Distance Learning Center
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