Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vanessa Jeanlice

Vacoas,Mauritius

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Team Lead, Specialist

Accenture LTD
05.2022 - Current
  • Directed and supervised a team of 4 windows, 6 Linux administrators and 4 Windows and 1 Linux Engineer engaged in the delivery of managed services.
  • Directed and supervised a team of 7 Service Managers.
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
  • Implementing new process to improve performance
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
  • Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
  • Trained and coached new team members by relaying information on company procedures.
  • Created and managed project plans, timelines and budgets.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Animated and participated in Operational comittees, Steering comittees
  • Held monthly team meetings to inform team members on company news and updates.
  • Assisted in recruitment of new team members.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Communicated KPIs to inform employees of expectations and deliverables.
  • Conducted crisis meeting when having major incidents.

Team Leader

Linkbynet
01.2019 - 05.2022
  • Supervised a Team of 15 administrators and Engineers working on managed services.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.
  • Implemented employee recognition programs that boosted morale and increased retention rates within the team.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Assisted in recruitment of new team members.
  • Review SLA/KPI with different actors to improve performance.
  • Calculated Bonus for collaborators.
  • Assists and conducted different committees like Steering, Operational, security.

Team Leader

Linkbynet
06.2017 - 01.2019
  • Supervised a team of 3 Linux administrators, 2 Linux Engineers and 4 service delivery manager.
  • Enhanced team performance by implementing efficient service delivery processes and procedures.
  • Achieved client satisfaction through effective communication, collaboration, and problem-solving skills.
  • Streamlined operations by identifying areas for improvement in service delivery and implementing necessary changes.
  • Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.
  • Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
  • Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
  • Implemented training programs to enhance the skill set of the team members, improving overall service quality.
  • Coordinated cross-functional teams to ensure seamless integration of services and optimal customer satisfaction.
  • Collaborated with stakeholders to identify opportunities for process improvements, leading to increased efficiency in operations.
  • Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
  • Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
  • Participated actively in company-wide initiatives aimed at enhancing overall organizational effectiveness.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Created and managed project plans, timelines and budgets.
  • Participated in interviews.
  • Review of KPI/SLA.
  • Prepared Bonus for collaborators.
  • Participated in COMOPS/COPIL/COSEC.


Team Leader - Service Delivery

Linkbynet
01.2014 - 06.2017
  • Managed a team of 4 service managers, resulting in increasing customer satisfaction and timely issue resolution on changes, incidents and problem management.
  • Enhanced team performance by implementing efficient service delivery processes and procedures.
  • Achieved client satisfaction through effective communication, collaboration, and problem-solving skills.
  • Improved service delivery efficiency by implementing new process improvements and monitoring key performance indicators.
  • Implemented continuous improvement initiatives to enhance overall service quality and drive operational excellence.
  • Developed strong relationships with key stakeholders, ensuring open channels of communication for effective collaboration.
  • Mentored junior team members, facilitating their professional growth and enhancing overall team performance.
  • Conducted regular service reviews with clients, maintaining transparency and fostering long-term business partnerships.
  • Collaborated with cross-functional teams to develop tailored solutions that met unique client requirements and exceeded expectations.
  • Optimized resource allocation by assessing workloads and adjusting schedules based on project priorities and deadlines.
  • Cultivated a positive work environment that encouraged open communication, teamwork, and employee engagement across the organization.
  • Driving continuous improvement efforts by receiving client feedbacks.
  • Delivered exceptional customer experiences by proactively addressing concerns, resolving issues promptly, and maintaining a focus on client satisfaction.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Service Delivery Coordinator

Linkbynet
08.2012 - 01.2014
  • Planned changes on platforms with technical teams.
  • Intervene and coordinated incidents and crisis.
  • Implemented CAB process for major changes.
  • Reviewed SLA/ KPI for the platform and worked on improvement plan.
  • Conducted differents committees like CAB, Operational, steering, strategic, Architectural, security committees.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Developed strong relationships with clients through consistent follow-ups and updates on project progress.
  • Managed and organized client data for easy accessibility, facilitating efficient decision-making processes.
  • Played a key role in resolving escalated client issues, maintaining professionalism and fostering positive outcomes.
  • Prepared comprehensive reports on account performance for senior management review, driving continuous improvement efforts within the department.

Education

High School Diploma -

Notre Dame College
Mauritius

Skills

  • Operations Management
  • Performance Improvement
  • Client Service
  • Service Level Agreements
  • Teamwork and Collaboration
  • Conflict Resolution
  • People Management
  • Analytical Thinking
  • Problem-Solving
  • Active Listening
  • Time Management
  • Continuous Improvement
  • Reliability
  • Excellent Communication
  • Key Performance Indicators

Certification

ITIL V3



Timeline

Team Lead, Specialist

Accenture LTD
05.2022 - Current

Team Leader

Linkbynet
01.2019 - 05.2022

Team Leader

Linkbynet
06.2017 - 01.2019

Team Leader - Service Delivery

Linkbynet
01.2014 - 06.2017

Service Delivery Coordinator

Linkbynet
08.2012 - 01.2014

High School Diploma -

Notre Dame College

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Vanessa Jeanlice