IT Service Desk Manager
Wipro Technologies
Total years of experience :6 years, 4 Months
: Currently we are supporting the Service desk for one of the leading Airport authorities accounts where our team is responsible for managing all the application support, end to end back-end support at the airport, we are responsible for airport help desk line, we manage tickets and voice based support at the airport, we also manage multiple applications updation, uninstallation, installation, onboarding and offboarding airport staff or users basing on requests,
I am majorly responsible for client delivery, stakeholder management, Vendor Management, change management, incident management, and service request management.
Operations & Digital Transformation
Managing Strategy & operations for PAN India Jio customers of Mobility, Retail, Jio Fibre segment (Non Voice operation centre ) such as Email, Chat & Social media & partner/vendor operations for leading telecom & Retail giant of India (Reliance Jio & Retail Ltd ). Reported to: Senior manager operations
Thompson airways is the UK’s leading airline brand, serving around 1 million customers.
•Managing performance & Client Management to ensure BG client goals/SLA are met namely TAT, Aeging, NPS%, Quality Adherence, & Procedural Adherence.
•Undertaking new process improvement projects related to revenue increase for organization & client by means of process re-engineering, resource utilization, increase of productivity through LEAN, DMAIC approaches
•Plan and strategize teams operations to ensure team delivers volumes with Quality and Timelines as per SLAs
•Conduct assessments, improvement opportunities and audits for the project and communicate to management
•Maintain a strong relationship with the Client on operational areas like quality, readiness, support model, change management
Leadership Role (Thompson Airways):
•Key member of all Monthly/Quarterly Business review meetings
•Identification of business opportunities for the organisation to promote business farming
•Drive & monitor transformational projects for the client area which are related to end to end supply chain management, Cost reduction, projects related to customer centricity etc
•Forecasting daily, weekly and monthly call/Volume analysis and calibrating weekly business strategies; ensuring achievement of defined process metrics such as TAT, Aeging, NPS, Quality etc
•Monitoring floor operations and ensuring resolution of all escalated Calls/Emails/BO volumes within specified TAT.
•Spearheading Employee Reward & Recognition Programs across domains - ensuring top ranking performance and No.1 on all scorecards
Key Attainments & Projects:
•YTD Attrition of 4.6% for BG pune Site
Jan’ 17 - May’ 2018 Amazon Development Center, Location- Hyderabad & Pune
Team Manager - Operations
Lead a Non-Voice email and chat process of 80+ FTE’s and support team delivering retail support ecommerce, taxation for north American customers (U.S client). Amazon Development Center
reporting to: Group Manager - Business Operations
Client: Taxation & Retail, Amazon Development center (Hyderabad): a leading global brand with more than operating income of $232.887 Billion in 2018
Amazon Development Center Hyderabad:
•Conduct assessments, improvement opportunities and audits for Jeff Bezos escalations and the project of escalations I was dealing with need to work end to end legal taxation communicate to management
•Maintain a strong relationship with the In house Stake holders in seattle on operational areas like quality, readiness, support model, change management
•Managing performance & Client Management(Amazon seattle U.S) ensuring we meet escalation goals
Leadership Role :
•Key member of all Monthly Business review meetings
•Weekly business distribution, batch collections/ targets and Dialer strategy.
•Client Management: Organization SPOC to liaison with the Inhouse stake holders.
•Forecasting weekly escalations & calibrating weekly business strategies; ensuring achievement of minimal Taxation escalation get reduce and give world class service to customers in U.S
•Workforce Management, contingency planning & performance overview and ensuring high motivation levels.
Key Attainments & Projects:
•Distinction of being awarded Best Team for 11 months in a row.
•Awarded the Best team manager in
Operations & Client Management
Leading a team of 40+ FTE for Backffice & Voice operations of Thompson Airways and managing service delivery of Pune site for leading International airways giant of UK (Thompson Airways) and reported to:Operations Manager
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