• Managing multiple tracks for One of the prestigious Clients.• Managing three Sites – Bangalore (India), Lucknow (India) & Colombo (Sri Lanka).• Prepare SOW and periodically review to make amendments to accommodate the changes.• Creating and periodically re-negotiating Service Level Agreements and Operational Level Agreements with the assistance of Account manager and Director.• Translating customer requirements into working instructions for Delivery; creating Procedure and… Show more • Managing multiple tracks for One of the prestigious Clients.• Managing three Sites – Bangalore (India), Lucknow (India) & Colombo (Sri Lanka).• Prepare SOW and periodically review to make amendments to accommodate the changes.• Creating and periodically re-negotiating Service Level Agreements and Operational Level Agreements with the assistance of Account manager and Director.• Translating customer requirements into working instructions for Delivery; creating Procedure and Agreement Documents (PAD)• Maintaining Risk Register; Initiate and track the CSIP (Continuous Service Improvement Projects) to closure.• Mitigating and solving escalations with urgency and determination• Providing detailed reports as per an agreed schedule (or on request), including management and account performance reports• Managing the transition phase of transferring the functional, technical and procedural knowledge to our operations and support organization• Building and maintaining customer relationships.• Ensuring that quality services are delivered with regard to the agreed SLA.• Prepare budget forecast and ensure to operate within the budgeted cost.• Acting as the escalation manager throughout the process of restoring service during service outages; Acting as the manager responsible for supporting high visibility / executive customers and external partners.• To help drive the Campaign Client targets. (Net promoter score, Resolution rate, SLA & ASA, increasing billing hours by driving productivity and improving SLA).• To ensure project functions in a legal and ethical manner while meeting its business goals (Compliance).• Mentor the Team members and help them grow to the next level.• Assisted in human resource functions including staffing, training, scheduling, recruiting, and conflict resolution.• Enabled multiple employee engagements to ensure the Core Values are not missing. Show less

 Supervising 25-30 headcount for supporting storage software licencing, facilitating team to attain the set KPIs. i.e. SLA, SLO,CSAT, NCC, and the operational assignments seamlessly. Currently working on NCC violations project, applied the method of putting regular reports & tool automated modifications Imparting Training on the new Product line or the product alteration cascaded by the product management Team. Assist the customers and stake holder in furtherance. Handling… Show more  Supervising 25-30 headcount for supporting storage software licencing, facilitating team to attain the set KPIs. i.e. SLA, SLO,CSAT, NCC, and the operational assignments seamlessly. Currently working on NCC violations project, applied the method of putting regular reports & tool automated modifications Imparting Training on the new Product line or the product alteration cascaded by the product management Team. Assist the customers and stake holder in furtherance. Handling tickets, service requests, by following ITIL methodology. Ensuring escalations are timely closed for both End Users and Stakeholders. Liaise with Cross functional team i.e. Presales Team, Sales Team & Product Management Team for quick resolution. Performing regular “Brainstorming Session” to bridge process gap and process improvement ideas.STRATEGIC INITIATIVES Played a vital role in introducing CSAT parameter in Software Licensing Ops. Achieved 1st quarter score as 85%, next 2 quarter achieved the set goal of 94% and above. Put in several innovative process in place Headcount reallocation and induced customers services on weekends  Attained SR hygiene by streamlining the processes, minimized open cases by 4% by managing duplicate SRs.NOTABLE CREDITS Driving an offshore team using the 3P-People/Process/Product to deliver globally acclaimed customer service  Ensuring Team effectiveness, monitoring the SFDC incidents / requests Lead in development of strategic directions for teams to address critical business needs. Managed SLA's for entire team, communicated clear expectations to customers regarding response and resolution times. Shown cross functional team leadership to cater customer service and process innovation. Managing people in regard to internal targets (shrinkage, KPI deliveries, escalations, basic hygiene & performance audit). Performing compliance audits, i.e. email bounce back, blank emails, case closure. Show less

Business Operations Analyst

Specialist, IT Application Mgmt - IT ORG

Guiding, mentoring and supervising a team with the population of 15-20 people to ensure they deliver good customer service.

Evaluating calls and providing feedback to frontline agents to ensure hygine metrics are on place. Assiting outliers with adequate training to ensure they deliver best customer service.