Working as a Team Lead - Operations

Worked as Senior Customer Care Representative

Branch Manager at Arab Computers Ltd.

Sr. Sales Executive at Wetar Building Material Trading Co. LLC

Service Center Engineer at ABMCARE - Arab Business Machine - Apple Authorize Distributor & Service Provider (Middle East)

ITIL Analyst at Aditya Birla Minacs

1. Single Point of Contact for all the Internal Users of IT Services2. Also a focal point for users to report any incidents and make service requests3. Keeping users informed of any events and actions that are likely to impact their day-to-day activities4. Restore normal service operations as quickly as possible5. Handled calls and recorded/tracked incidents and complaints6. Kept users informed on request status and progress of the same7. Made an initial assessment of… Show more 1. Single Point of Contact for all the Internal Users of IT Services2. Also a focal point for users to report any incidents and make service requests3. Keeping users informed of any events and actions that are likely to impact their day-to-day activities4. Restore normal service operations as quickly as possible5. Handled calls and recorded/tracked incidents and complaints6. Kept users informed on request status and progress of the same7. Made an initial assessment of the requests, attempting to resolve them8. Closed incidents after confirmation from the users9. Routed incidents / CMRs (Change Management Request) toward the respective Implementer group10. Monitor the Incidents / CMRs for completion of the task by the Implementer11. Review all the resolution steps12. Analyze the criticality of the incident and fallow up on the same13. Later was Promoted as ITIL Analyst Show less

1. Handling four teams with the head count of 612. Constantly monitoring agents below RPC (Revenue Per Call) target and coaching them through feedback and training sessions3. Motivate the agents on the floor to make sales and clarify the agents’ questions4. Analyze the RPC (Revenue Per Call) targets and focus on C category agents 5. Maintain necessary reports relating to sales6. Later was Promoted as IT Service Desk Analyst

1. Handled a team of 21 members.2. Primary tasks include motivating and driving the team to meet all the SLAs3. Core tasks include coaching the agents and getting them to the expected level4. Ensure that the team adheres to process compliance and company policies by constant observation and vigilance5. Analyzing the team’s performance, identifying the outliers and creating an action plan to bring them up to the curve.6. Improving the outliers by constant monitoring and… Show more 1. Handled a team of 21 members.2. Primary tasks include motivating and driving the team to meet all the SLAs3. Core tasks include coaching the agents and getting them to the expected level4. Ensure that the team adheres to process compliance and company policies by constant observation and vigilance5. Analyzing the team’s performance, identifying the outliers and creating an action plan to bring them up to the curve.6. Improving the outliers by constant monitoring and giving constructive feedbacks.7. Sending the appropriate reports on time as and when required8. Supporting the floor agents by giving instant solution for the customer issues9. Handled training sessions for agents below the targets and observed good level of improvement10. Later was Promoted as Sales Supervisor for Apple Sales Team Show less

1. A Strong Team member involving myself with the other team mates and sharing their ideas on call handlings and been a Strong Pillar in maintaining the Stats of the Team.2. Regularly involved with Team Leader and Subject Matter Expert (SME) in planning to get the best of the results3. Instrumental in consistently achieving above 80% CSat of the Team. 4. A Consistent performer in all the Parameters enforced at all times.5. I have always been a top performer in Quality and… Show more 1. A Strong Team member involving myself with the other team mates and sharing their ideas on call handlings and been a Strong Pillar in maintaining the Stats of the Team.2. Regularly involved with Team Leader and Subject Matter Expert (SME) in planning to get the best of the results3. Instrumental in consistently achieving above 80% CSat of the Team. 4. A Consistent performer in all the Parameters enforced at all times.5. I have always been a top performer in Quality and Accuracy scores.6. Shadowing the team in the Absence of the Team Leader.7. Member of the ICC (iPod Captains Club)8. Primary Mentor for the Team in the iPod Queue providing Technical help to the Associates on Call.9. Training and Sharing my views with the New Associates on Soft Skills and Customer handlings Skills.10. Mentoring the new joinees in the Team by providing them with On Job Training on product knowledge and Tools usage.11. Later was Promoted as a Temp Subject Matter Expert (SME) for Apple iPod US12. Mentoring the new Associates in the Team by providing them with On Job Training on product knowledge and Tools usage.13. Providing regular feedbacks to the team members in upbringing their quality on the calls.14. Coaching the Associates on Call handling and technical skills.15. Have been very instrumental in improving the Team CSat from 66% to 80% in 3 weeks by way of demonstration calls.16. Later was Promoted as an AUX Team Leader for Apple US iPod Nano. Show less

1. 10 months with WAMU as an Associate 2. With an excellent Track record during this period.3. A Strong Team member involving myself with the other team mates and sharing their ideas on call handling and been a Strong Pillar in maintaining the Stats of the Team.4. Regularly involved with Team Leader and Subject Matter Expert (SME) in planning to get the best of the results 5. Awarded as Outstanding Performer 3 Times6. Then moved into Apple iPod US Technical Support as an Sr… Show more 1. 10 months with WAMU as an Associate 2. With an excellent Track record during this period.3. A Strong Team member involving myself with the other team mates and sharing their ideas on call handling and been a Strong Pillar in maintaining the Stats of the Team.4. Regularly involved with Team Leader and Subject Matter Expert (SME) in planning to get the best of the results 5. Awarded as Outstanding Performer 3 Times6. Then moved into Apple iPod US Technical Support as an Sr Associate. Show less

1. Handled Promotions and sales of VAS (Value Added Services) for a duration of 4 Months.2. Good Knowledge of VAS and Gadget usage.3. Good exposure in Telecommunication Industry.4. Later was promoted as a Team Leader for handling Bangalore and Mysore Business.5. Good Team Handling and People Management Skills.6. Good ability in driving the team in achieving targets on sales and customer Satisfaction.