Nalin Elliot D'Souza Email & Phone Number

Delhi, India

Remote

• Streamlined workflows for PDM/PLM implementation, ensuring compliance with UK government policies while managing 45 projects across IT sectors.• Resolved escalations, reducing retention by 34% and earning recognition as the best manager in the UK and USA.• Identified and mitigated risks proactively.• Guided Agile, Waterfall, and Scrum methodologies for contractors and the organization.• Rebranded the organizational structure and set up business operations without an M.D. or CEO.• Collaborated with HR, Sales, and Ops teams to reduce escalations and enhance workflows through Jira and Monday.com.• Managed IR35 payments for contractors and conducted weekly revenue calls.• Presented metrics on operational improvements (15% in a year) and increased productivity by onboarding 100 contractors.

United Kingdom

Led cross-functional teams in the successful execution of multiple projects, ensuring adherence to timelines and budget constraints.Implemented efficient operational processes, resulting in a 20% increase in productivity and cost savings for the organization.Collaborated with stakeholders to define project scope, objectives, and deliverables, ensuring alignment with strategic goals.

New Delhi Area, India

Before the release of applications and games,I test these apps and programs to report any bugs or functionality improvements.Game and application testing are run regardless of the game being for Windows or Android.

Gurgaon, India

Led a team of 25 agents in a tri-role capacity as Team Lead for a team of 40+ agents, Quality Analyst, and Risk Analyst, successfully managing multiple projectsCollaborated with Project Managers to develop focused plans and solutions, achieving 85% in quality and service level agreement, and 87+% for a team of 20 agents in three successive quartersRepresented F.I.S in Google as the sole leader in a tri-role capacity, achieving consistent success in projects with a team of 30+ agentsMaintained high quality standards with a team, consistently achieving 94.8% in quality and 96.7% for a team of 20-30 agents in three successive quartersSuccessfully managed overall SLA of 93.9% compared to a required 85% SLA target in phone, chat, and email processesAchieved 96.7% quality with a team of 60 people against a client-set 87% target, and 94.8% quality against a required 87% for two consistent quarters as pilot quality leadLed systems implementations of hardware & software, including Chrome Operating systems installation and troubleshooting, and maintenance of "Speakeasy" softwareManaged Risk Management process as the sole project leader from Google's perspective, resulting in a successful assessment of risk and open contract renewal for 4 years

Gurgaon, India

● Provided the highest case closures from May 2014 till June 2015 although a mid-year joiner (834 cases compared to the second highest closures 637).● Resolved bugs in a service desk Analyst role (generally looked into by the Engineering team 3rd line of support). ● Was part of the pilot project installation, consulting and solution prior to securing clients like Nomura, McKinsey and Walt Disney!

Gurgaon, India

Managed shift staffing schedules to ensure optimal staffing levels were maintained during operational hoursConducted HR activities as necessary to support team membersServed as an escalation point for difficult or controversial calls, resolving issues effectivelyProduced comprehensive statistics and management reports for senior management reviewRepresented the Advance Resolution expert at Dell Global Technology meetings, providing valuable insights and expertiseCoordinated staff training sessions and facilitated document creation and awareness sessionsCollaborated with senior management and change management teams on the implementation of new Dell and Microsoft productsConducted briefings for team and floor staff on changes or deployments impacting global operationsProvided senior support to first-line executives during high workloads or when additional experience was neededDe-escalated cases and resolved issues with Windows, creating patches for Dell systems that required advanced troubleshooting expertise.

Delhi Area, India

For a complete 15months Maintained teams sales, first call Resolution, Overall Resolution, Lowest Absents, Average Call Handling Time, Lowest Escalation count to be an unbeatable team* Created Step by Step sure shot resolution documents to assist Home users and the Team which helped reduce call handling time, increased First Call Resolution and Overall Resolution.* For three whole quarters maintained targets, to be the best Subject Matter Expert for Wipro-HP.* Worked with Wipro BPO (process HP) as an l1 agent for 6 months before getting promoted to Subject Matter expert.* Support a team with Hewlett Packard Printer issues on any Windows computer, Train teams.* Handle teams SLA and the scores and helped research and provide resolutions for Hewlett Packard printers and updation of tips on the website hp.com.

New Delhi Area, India

* Handle the NDTV.com Website*Helped maintain the entire NDTV web interface ensuring the site does not go offline, pictures with stories are not pixelated, videos were converted and uploaded with stories associated to them.* Encoded Live Feeds, Capture pictures to correlate with stories on NDTV.com