Vishnu Chaitanya Pathak
Operation Professional
New delhi
Summary
Accomplished Team Leader with a proven track record at Telus International, enhancing team performance and client satisfaction through expert leadership and problem-solving skills. Skilled in Technical Support and People Management, I significantly improved operational efficiency and project planning. Leveraged Tableau for data analysis, driving decision-making and performance improvements.
Overview
10
10
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Team Leader
Telus International
08.2019 - 08.2023
- Prioritized workflow and resolved daily operational challenges to support goal achievement.
- Assisted team members on appropriate application of policies and procedures.
- Trained employees to follow standard work processes and learn role-specific skills.
- Assisted with delivering new hire orientation programs and certification training.
- Created daily report to present to Operation manager.
- Handled client and present WBR, MBR and QBR to the client.
- Handled 25-30 team members and helped them to resolve all Technical support problems if they stuck while assisting the customer.
- Audited Team members calls and provided feedback on regular basis.
Sr. Technical Support Representative
Remotemen Technologies
07.2016 - 06.2019
- Installed, configured, and updated software applications according to company guidelines.
- Performed routine maintenance checks on user workstations to optimize performance.
- Maintained detailed records of user issues and solutions in ticketing system.
- Recommended upgrades and improvements based on user feedback and observed trends.
- Provided excellent customer service after taking regular feedback from the customers.
Technical Support Representative
Vczar Technologies
09.2013 - 10.2015
- Coordinated with users and management teams to establish system requirements for specific software solutions.
- Evaluated functionality and performance of software and hardware recommending improvements and solutions.
- Diagnosed program malfunctions, identifying root causes and implementing corrective solutions.
- Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues.
Education
MBA - International Business
04.2001 -
B.Tech - Computer Science
04.2001 -
Skills
Leadership
Teamwork and Collaboration
Mentoring
Problem-Solving
Technical Support
Ms Office
Remedy Ticketing tool
Tableau
Retention
Client handling
Coaching and Mentoring
People Management
Documentation And Reporting
Performance Improvement
Data Analysis
Project Planning
Accomplishments
- Recognized couple of times for best Team Leader on global forum and got certificate for Leadership skills.
- Handled project called Stork as a Quality Analyst along with my main role of Team Leader.
Certification
Leadership Skills: IIM Ahmedabad
Project
- Stork: Email migration(Oct'20-Apr'22)
- Handled project as Quality Analyst .
- Audited calls of the Team Members and coached them on regular basis.
- Helped team members to resolve the issue of email configuration and other technical issue.
Timeline
Team Leader - Telus International
08.2019 - 08.2023
Sr. Technical Support Representative - Remotemen Technologies
07.2016 - 06.2019
Technical Support Representative - Vczar Technologies
09.2013 - 10.2015
Manipal Academy of Higher Education - MBA, International Business
04.2001 -
Gurgaon Institute of Technology & Management - B.Tech, Computer Science
04.2001 -