Venkat Mohan
TS - IT Specialist
Bangalore
Summary
A highly motivated, talented and ambitious Customer Service Leader who is highly regarded for improving Individual/Team performance on client service metrics & SLA delivery. Proactive & a master troubleshooter with a sharp focus on developing and implementing best practices, process improvements to drive company growth.
Overview
8
8
years of professional experience
2017
2017
years of post-secondary education
Work History
TS -IT Specialist
IG Group
02.2022 - Current
- I work as a TS-IT Specialist, assisting TS/PCMs with queries related to IG's various platforms and handling disputes concerning TS-IT cases when necessary.
- I have been recognized with multiple quarterly awards for Best Performer and Team Player.
- Currently, I am focused on improving processes related to the client journey across IG's platforms.
- Additionally, I conduct training sessions and refreshers on TS-IT-specific topics while mentoring new joiners.
SME
Infosys BPM
01.2019 - 01.2022
- Worked as an SME with key responsibilities like Client, Customer & People Management to lead the team in order to deliver quality service to customers in line with agreed service standards.
- Quality and Process improvement Initiatives.
- Communicate effectively with the client to resolve issues and disseminate updates on the floor.
- Handle escalation and disputed calls.
- Performing/reviewing RCA's on any people, process failure points and come up with actionable and drive them to closure.
Sales Associate
KGiSL
01.2017 - 01.2019
- Responsible in delivering customer's request in sales of a US Process.
- Ensuring all the KPIs are met.
- Data management and report preparation.
- Leading multiple refresher and training sessions.
- Worked on Inbound to interact with customers.
Education
M.Sc - CS
PSG CAS
B.Sc - CS
PSG CAS
Skills
IT Troubleshooting
Timeline
TS -IT Specialist
IG Group
02.2022 - Current
SME
Infosys BPM
01.2019 - 01.2022
Sales Associate
KGiSL
01.2017 - 01.2019
B.Sc - CS
PSG CAS
M.Sc - CS
PSG CAS
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