Yogesh Narasimha
Hyderabad
Summary
Proven leader in tech support and customer service, excelling at people management and data analysis. At Cognizant, I spearheaded initiatives that improved customer experience and efficiency, leveraging SQL and Google Workspace tools. Achieved over 85% on-time delivery rate, demonstrating exceptional stakeholder management and employee engagement skills.
Overview
13
13
years of professional experience
Work History
Senior Team Leader
Cognizant
Hyderabad
11.2022 - 01.2025
- Data Analysis & Target Achievement: Analyzed weekly data to identify trends and opportunities for improvement, consistently achieving the target reviews based on the client's contracted headcount
- Business Reviews: Led the GCP Tech, GCP Billing and GWS Billing teams in preparing weekly business reviews, incorporating insights from site-wise and overall audits to provide a comprehensive performance overview
- Performance Reviews: Conduct monthly and annual performance reviews with each of the 27 Technical Support Representatives (TSRs), providing constructive feedback and coaching to drive individual growth and development
- CES Analysis & Feedback: Analyzed low Customer Effort Score (CES) data, providing targeted feedback to sites on areas for improvement across People, Product, Process, and Policies, contributing to an improvement in CES scores
- Root Cause Analysis: Conducted root cause analysis on escalated cases flagged by keywords (escalation, manager, unhappy, Google at fault, TSR unhelpful, worst service...), identifying systemic issues and recommending solutions to improve customer experience
- Automation Development: Developed SQL-based automation solutions to generate and deliver weekly, monthly, and quarterly reports to clients, reducing report generation time to less than 6 hours(compared to taking more than 2 days on reports) and ensuring timely delivery of critical performance data
- Special Scenario Analysis: Proactively identified and investigated special scenarios based on weekly data analysis, manually analyzing cases for high-impacted PFIs to identify and address performance gaps, resulting in the team maintaining 90%+ quality and improvement in performance for targeted PFIs
- Site Reporting & Insights: Prepared and distributed monthly site-wise reports for 5 sites, providing data-driven insights and recommendations based on weekly analysis to improve site performance and address key challenges
- HC Planning & Backfill: Managed headcount planning and initiated backfill requests for attrition, ensuring adequate staffing levels to meet client demands and maintain service levels
- Stakeholder Management: Conducted weekly meetings with stakeholders and Program Managers (PGMs), providing performance updates, addressing concerns, and delivering on ad-hoc requests to support business objectives
- Process Calibration: Conducted weekly calibration sessions with sites to ensure consistent adherence to established processes and identify areas for improvement in scenario handling
- Client Presentations: Developed and delivered weekly, monthly and quarterly presentations to clients, showcasing site performance improvements, key findings from data analysis and recommendations
- Team Performance & Deliverables: Ensured consistent team performance and timely delivery of all client deliverables, maintaining a quality of more than 85% on-time delivery rate and exceeding client expectations
- TSR Onboarding: Onboarded new TSRs to the Google project, providing training on relevant tools and processes to ensure they were quickly productive and contributing to the team's success
Senior Lead Technical Support
Accion Labs Private Limited
Bengaluru
12.2020 - 10.2022
- Led a team of 20 L1 technical support representatives, providing multichannel support (phone, email and chat) for the US (Cinch)
- Developed and implemented Standard Operating Procedures (SOPs) and a comprehensive knowledge base for the L1 support process
- Monitored ticket flow through Jira, identifying trends and to improve team efficiency
- Provided regular feedback on handled tickets to the team, focusing on process improvement, quality assurance and calibration sessions to ensure consistent scoring
- Generated daily reports on ticket volume, resolution rates, and other key metrics, providing valuable insights to management for resource allocation and performance tracking, enabling data-driven decision-making to reduce backlog tickets
- Conducted daily quality checks before escalating to the L2 queue, ensuring accuracy, completeness and minimizing the workload on L2 support
- Documented all customer concerns and incidents, reporting them to clients to maintain transparency and facilitate timely resolution
- Facilitated weekly team meetings to discuss quality improvement initiatives, address challenges, and share best practices, fostering a culture of continuous improvement
- Ensured a positive and hassle-free customer experience by proactively identifying and addressing customer needs, personalizing interactions, and going the extra mile to resolve issues
- ITIL Foundation Certified (01/2021)
Senior Customer Service Representative
Firstsource Solutions Private limited
Bengaluru
03.2014 - 12.2019
- Handling inbound calls for UK car Insurance process(Admiral)
- Best performer OJT, Quality & SMS Champion, Zero complaints for 18 months
- Promoted as SME for OJT, Escalations calls and updates on process
- Training for batches consisting of 15 new advisors every 3 months
- Quality checks on transactions handled by advisors
- Completed Leadership Essential Program for team leader
- Promoted as team leader for OJT for 3+ years
- Providing coaching, feedback and Performance Management (1 on 1) to advisors
- Generating reports and Accountable for performance of the Team assigned
- Weekly calibrations and Monthly business reviews with Ops Managers
Customer Service Representative
Aegis
Bengaluru
09.2011 - 02.2014
- Best performer and highest up-selling
- Promoted as SME and supported OJT as Team Leader
Education
B.com - Finance
Rabindranath Tagore University
12th Class -
IBVE
High School -
Nagasena Vidyalaya
Skills
- People management
- Google Workspace tools
- HTML5 and CSS3
- SQL
- Jira Service Desk
- Google Cloud Platform
- Root Cause Analysis
- Employee Engagement
- Presentations
- Stakeholder management
Languages
- Kannada
- English
- Hindi
- Tamil
- Telugu
Personal Information
- Date of Birth: 09/18/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Senior Team Leader
Cognizant
11.2022 - 01.2025
Senior Lead Technical Support
Accion Labs Private Limited
12.2020 - 10.2022
Senior Customer Service Representative
Firstsource Solutions Private limited
03.2014 - 12.2019
Customer Service Representative
Aegis
09.2011 - 02.2014
B.com - Finance
Rabindranath Tagore University
12th Class -
IBVE
High School -
Nagasena Vidyalaya
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