Customer Service Team Leader

SREEJITH GOPINATH – TECHNICAL PROJECT MANAGER / OPERATIONS MANAGER

Mobile: +1-669-***-****, Email ************@*****.***, 755 E, Capitol Ave, Apt H 205, Milpitas, CA 95035.

SUMMARY

Resourceful technical management professional skilled in data center operations, network administration.

11 Years exposure to triage, manage team effectively towards project objectives, Customer Satisfaction and ROI.

Persistent and optimistic under adversity, challenged unexpected obstacles, recovered quickly from setbacks.

CORE COMPETENCIES

Business Acumen

Developed new insights into solutions, encouraged, considered new ideas in the stand-up meetings.

Focused on external and internal impact upon projects.

Formulated objectives, priorities, Implementation plans, manage risks for capitalization of opportunities.

ACHIVEMENTS

Presented revenue variation between funded vs contractual projects resulted 7% increased revenue.

Implemented three lean 6-sigma projects:

oEffective resource utilization resulted overcome 2%-hidden cost and balanced workload

oAchieved, sustained NPS at 72%

oControlled attrition rate <= 5%.

SKILLSET

Traditional Project Management Process Improvements Proficient Communicator

Collaborative Leader Operations Management People Management

Quality Management MS Office Agile Project Management

EXPERIENCE

KPIT Technologies – Role: Sr. Technical Consultant, From Feb’16 to July’17.

Lead project level retrospectives, RCAs (Root Cause Analysis) with clear next steps, action items, and follow-up.

Coached multiple teams on life cycle using Agile, Scrum, Lean practices.

Cross-functionally ensured projects implemented with quality, timely delivery on client’s production systems.

As a change owner, discovered opportunities for CSI, pilot and then drive improvements on a larger scale.

Monitored project artifacts, workflow, paralleled collaborate to improve internal tools, processes with agile.

Interacted with key Business Stakeholders, Engineering/Product Leaders, and Executive sponsors

CONVERGYS India Services Private Limited – Role: Team Leader, From Aug’15 to Jan’16.

RCA on detractors, passives, reviewed performance, weekly e coaching, set upcoming week targets >=65%.

Managed operations team including coordinating efforts between operations and finance.

Established, executed strategic and tactical operational initiatives.

Supported Operations initiatives, Delivery in driving resolution, change in strategic direction and optimization of operational effectiveness, communications, compliance, quality, systems rollout, education/training coordination and activities between cross-functional entities

CONCENTRIX India Limited – Role: Team Leader, From July’14 to Aug’15.

Managed 20 multi-functional LOB engineers supported storage on Linux, Oracle and hardware equipment.

Addressed P1 Incidents with high priorities, resolved within 24 hours.

Articulated clients critical issues challenges, allowed me to be part of strategic reviews operational issues.

Demonstrated excellence in delegating work at various domains as per resource skill set.

Identified, implemented methods in building team effectiveness, promoted spirit of co-operation in team.

A3S Private Limited – Role: Team Leader, From May’10 to Jun’13.

Team Leader for 15 customer service representatives for BAU.

AEGIS Limited - Role: Team Leader, From May’08 to Mar’10.

Leaded 15 customer service representatives, reduced absenteeism <8%, attrition < 5%, driven SLA’s >= 85%.

MAHENDRA SATYAM BPO Limited - Role: SME, From Nov’06 to Apr’08.

Addressed technical quires handled escalations provided resolutions trained 24 batches new/focus group.

MAHENDRA SATYAM BPO Limited - Role: TSR, From Apr’05 to Nov’06.

Resolved troubleshoot internet connectivity, slow speed, email client issues.

EDUCATION

B. Sc – Computers from Andhra University.

TOOLS

SQL, Salesforce, Avaya CMS, BMC Remedy, SharePoint, HPSM, PPMC, MPP, Python basics, MS office.

CERTIFICATIONS

Lean 6-sigma GB from TUV SUD.

ITIL V3 Foundation from EXIN.

Agile At Work Building Your Agile Team from LinkedIn learning

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