Key Responsibilities:Led a team of 20 Sr. HR Specialists, ensuring their performance and growth, supervised day-to-day operations, volumes, staffing, etc.Consistently achieved key metrics like CSAT 88% | Quality 90% |AHT 10:30 | Shrinkage 5% | Open Ticket TAT 48 hoursQuickly adapted to dynamic & rapid revision in metrics/SLA consistentlyConduct regular audits of transactions carried out by HR Specialists, including their tickets and calls, and manage escalations… Show more Key Responsibilities:Led a team of 20 Sr. HR Specialists, ensuring their performance and growth, supervised day-to-day operations, volumes, staffing, etc.Consistently achieved key metrics like CSAT 88% | Quality 90% |AHT 10:30 | Shrinkage 5% | Open Ticket TAT 48 hoursQuickly adapted to dynamic & rapid revision in metrics/SLA consistentlyConduct regular audits of transactions carried out by HR Specialists, including their tickets and calls, and manage escalations effectivelyConduct regular 1-1 connects with direct reportsDrive process improvements to enhance operational efficiency and customer satisfactionResponsible for conducting Interviews for external candidates and also POC for IJPsResponsible for the annual compensation and appraisal discussions of my team, fostering a culture of excellence Show less

Key Responsibilities:Successfully streamlined processes, tools, and automation for a major account go-live, ensuring a smooth transitionManaged three teams comprising 80-90 IT Network Specialists, including Team Leads, SMEs, QAs, and Tier-1/2/3Technical teams for a US Telecom giantResponsible for day-to-day operations, including SLAs like |ASA <30 seconds |AHT 10 mins |Call Abandon <5%|Quality 90% | Attrition <8%. Supervised overall floor operations and was first point… Show more Key Responsibilities:Successfully streamlined processes, tools, and automation for a major account go-live, ensuring a smooth transitionManaged three teams comprising 80-90 IT Network Specialists, including Team Leads, SMEs, QAs, and Tier-1/2/3Technical teams for a US Telecom giantResponsible for day-to-day operations, including SLAs like |ASA <30 seconds |AHT 10 mins |Call Abandon <5%|Quality 90% | Attrition <8%. Supervised overall floor operations and was first point of contact for any employee concerns.Achieved SLA and KPI targets by implementing effective operational strategiesResponsible for presenting Business metrics to the client on weekly & monthly basisProvided mentoring, coaching, and performance feedback to ensure a high-performing teamFostered client relationships and handled escalations, ensuring customer satisfaction Show less

Key Responsibilities:Led a team of Solution Architects and a technical resource pool of 15-20 IT Engineers, managing their tasks and performanceConducted 3-4 technical meetings and presentations to clients on a weekly basis, demonstrating expertise and building rapportOrganized regular technical training sessions to upskill the team and stay updated with technology, portfolio included Servers, Storage, Backup, Networking, Wireless, Citrix, Microsoft, etcStrategically positioned… Show more Key Responsibilities:Led a team of Solution Architects and a technical resource pool of 15-20 IT Engineers, managing their tasks and performanceConducted 3-4 technical meetings and presentations to clients on a weekly basis, demonstrating expertise and building rapportOrganized regular technical training sessions to upskill the team and stay updated with technology, portfolio included Servers, Storage, Backup, Networking, Wireless, Citrix, Microsoft, etcStrategically positioned products and services based on vendor partnership targets Show less

Key Responsibilities:Trained in Global Delivery Framework (GDF), LEAN, and Six Sigma methodologiesManaged team performance to meet SLAs like CSAT 90% | AHT 12:30 | Quality 90% | ASA 90% calls within 60 seconds | Call abandon >5%Quality Check for calls and tickets created by agents. Provide detailed feedback and coachingConducted root cause analysis to improve team performance and customer experienceConducted technical round of interview of external… Show more Key Responsibilities:Trained in Global Delivery Framework (GDF), LEAN, and Six Sigma methodologiesManaged team performance to meet SLAs like CSAT 90% | AHT 12:30 | Quality 90% | ASA 90% calls within 60 seconds | Call abandon >5%Quality Check for calls and tickets created by agents. Provide detailed feedback and coachingConducted root cause analysis to improve team performance and customer experienceConducted technical round of interview of external candidatesVoluntarily undertook the responsibility of conducting process & technical training of new hiresConducted regular team huddles and feedback sessions to foster continuous improvement Show less

Primary diagnosis & troubleshooting related to Hardware, Software & Network

Key Responsibilities:Provided L1 support to GE GIS Service Desk, resolving issues for global users including on-call support to users on the phoneTook ownership of customer issues, ensuring timely follow-up and escalation when necessaryPerformed primary troubleshooting and verified the Asset in the CADBTook decision for creating a Sev 1 Incident impacting critical productionManaged a diverse range of 12000+ server and network devices for multiple GE businesses across the… Show more Key Responsibilities:Provided L1 support to GE GIS Service Desk, resolving issues for global users including on-call support to users on the phoneTook ownership of customer issues, ensuring timely follow-up and escalation when necessaryPerformed primary troubleshooting and verified the Asset in the CADBTook decision for creating a Sev 1 Incident impacting critical productionManaged a diverse range of 12000+ server and network devices for multiple GE businesses across the globe (GE Aviation, GE Energy, GE Healthcare,etc.)Maintained team metrics and reports, ensuring transparency and driving improvement initiatives Show less