Putta Sravan Kumar
Hyderabad,TG
Summary
- Multi-talented Team Lead consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity. I seek to actively involve myself in a progressive organization where the blend of my communication skills Telecom/Customer account management/retention with enhanced educational skills would enable me in making a substantial and positive impact towards the success of the organization and on my career.
Overview
5
5
years of professional experience
Work History
Team Lead Operations
Tech Mahindra Limited
Hyderabad, Telangana
04.2017 - 08.2020
- Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation.
- To manage KPIs like Attrition, Shrinkage, ACHT, TAT, CSAT, Schedule adherence.
- Maintain current understanding of company program strategies amongst agents.
- Identifying outliers and conducting regular one on one session to ensure maximum employee satisfaction & productivity.
- To line manage and develop an expert technical team, allocating tasks and activities on a day to day basis, with a view to increasing productivity and resolution.
- Support the business to maximize revenue.
- To ensure an excellent customer experience and the achievement of monthly targets.
- Producing accurate reconciliation of sales on a monthly basis •Responding to customer questions and queries in a timely manner •Review customer ratings on all resolved queries, ensuring that all communication with customers is conducted in a manner that will maintain and/or increase ratings.
- To oversee and check the work of the team regularly to ensure that high quality standards are maintained and assist in the development of the team members skills.
- Being a part of the Interview panel and hiring candidates for the associate role.
- To report any technical concerns to the Manager and Client promptly.
e-Support officer
Knoah Solutions Pvt.Ltd
•Designation
Hyderabad, Telanagana
02.2016 - 03.2017
- Provide first level Technical support with Issue resolution via Chat •Uses troubleshooting techniques and tools to identify technical defects/issues
- Responsible for taking control of and resolving Complex Technical and Escalated customer issues.
- Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident •
- Resolved customer issues in a clear, courteous and straightforward manner.
Education
B.Tech - Information Technology
JNTU
Hyderabad06.2014
Skills
- Operational Management
- Project Management
- Project Execution
- Leadership
- Quick learner, adaptable to work with any team
- Advanced knowledge of network related troubleshooting
- Knowledge in ISP support and networking
- BQ Management ~Team Building
- Liaison and coordination
- Transition
- Quality Management
- Customer service expert
- Remote access support
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Awarded Pat on back for 7 Times for best Performance
- Best Operations Lead For 4 Times
- Have been selected as ‘Best Associate of the Month’ during my service with Knoah solutions.
Timeline
Team Lead Operations
Tech Mahindra Limited
04.2017 - 08.2020
e-Support officer
Knoah Solutions Pvt.Ltd
•Designation
02.2016 - 03.2017
B.Tech - Information Technology
JNTU
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