Service Delivery, Team lead,Manager

Biju P

Location: Vidyaranyapuram, India email: adrp44@r.postjobfree.com

Phone: +91-733*******

CORE SKILLS / COMPETENCIES

Operations Management

Service Delivery Management

SLA Compliance

Client Satisfaction

Internal Controls

Process Reengineering

Resource Management

Client Interaction

Training & Development

Team Leadership

EDUCATIONAL QUALIFICATION

B.Sc. (Computer Science), (2000-2003)

MYSORE UNIVERSITY

MYSORE, INDIA

TRAINING &WORKSHOPS

ITIL (Pursuing)

MCSA - Microsoft Certified System Administrator

CCNA – Cisco Certified Network Associate

Undergone multiple health related trainings across professional career

PERSONAL INFORMATION

Date of Birth: 13th August 1978

Languages: English, Kannada, Tamil and Malayalam

Address: Defence Layout, Vidyaranyapuram

REFERENCES

Available on Request

Senior professional with over 13 years of experience in rendering technical support to clients in diverse roles across the organizational hierarchy…..

Management Profile: ITES / BPO

EXECUTIVE SYNOPSIS

Skilled in implementation of industry best practices and other process improvement initiatives aimed at rendering qualitative service delivery.

Adept at Process Base-lining, Activity and Volume analysis, Resource requirement Analysis, DR/BCP implementation.

Well versed in developing efficient teams through imbibing of team culture and spirits.

High-level leadership and mentoring ability. Excellent interpersonal, communication and presentation skills.

Knowledge of international work cultures by virtue of regular interaction with global clients.

Was backup Team manager for Apria Healthcare for one year.

PROFESSIONAL EXPERIENCE

Team Lead – Apria Healthcare May 2009 – Aug 2017

NTT data CITY, INDIA

Accomplishments:

Core member of the team to accomplish highest CSAT score of 4.92 out of 5 in Apr 2016 in APJ.

Accomplished SD CSAT of above 4.8 out of 5 for fourteen months in a row since Nov 2015.

Actively involved in successful go-live with Secure works project, Bold Chat and shift left opportunities in coordination with various support teams.

Key Responsibilities:

Led a team of 15 technicians in resolving customer queries and issues related to hardware and software configuration of Notebook.

Ensured availability of optimum resources to cater to projected business volume and maintain various SLA parameters.

Guided team members in resolving critical technical issues in compliance to organizational service quality standards.

Acquainted team members with organizational quality and other service levels for implementing the same in day to day operations.

Interacted with business partners and major stakeholders for resolving business and operations issues.

Evaluated team performance and rendered productivity enhancement feedback. Organized training sessions for team members based on identified training needs.

Prepared and presented various status reports for the senior management and other stakeholders to enable effective decision making.

PREVIOUS ASSIGNMENTS

Agent Support Group Apr 2005 – Jun 2008

HEWLETT PACKARD CITY, INDIA

Technical Support Executive Month Year – Month Year

CLIENT LOGIC CITY, INDIA

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