Offshore Lead
TATA Consultancy Services
Total years of experience :15 years, 3 Months
Project: Pandora (Retail)
• Led a team of 18 members providing end-to-end support for retail operations, including new store openings, acquisitions, closures, and ongoing maintenance activities.
• Coordinated with onshore and offshore teams to ensure seamless execution of retail projects within specified timelines and budgets.
• Managed the troubleshooting and resolution of hardware issues, ensuring minimal downtime for retail operations.
• Orchestrated the replacement of faulty hardware components, maintaining a high level of efficiency and reducing overall operational disruptions
• Collaborated with field engineers to diagnose and address complex hardware issues, ensuring accurate and timely problem resolution.
• Implemented proactive maintenance strategies to enhance the reliability and performance of retail hardware systems.
• Conducted regular training sessions for the team to keep them updated on the latest retail technologies and hardware troubleshooting techniques.
• Developed and maintained documentation for standard operating procedures (SOPs) related to hardware support and maintenance.
• Established and maintained strong relationships with hardware vendors to ensure timely delivery of replacement components.
Project: Optus
• Led a team of over 15 associates for an Australian telecommunications company
• Oversee daily service desk operations, ensuring timely resolution of technical issues and adherence to SLAs.
• Develop and implement service management processes, including Team Management, Incident Management, Change Management, Problem Management, and Service Level Management, aligning them with ITIL best practices
• Collaborate with other IT teams to identify and resolve complex technical problems, escalating issues when necessary
• Conduct regular team meetings to review performance, provide feedback, and disseminate important information
• Continuously analyze service management data and trends to proactively identify potential bottlenecks, risks, and areas for process optimization
• Facilitate post-incident reviews to identify root causes and preventive measures for recurring issues
• Devised staffing schedules in a Work from Office (WFO) environment during the pandemic, prioritizing employee health and safety and ensuring business continuity
• Successfully designed and implemented a strategic governance and grooming model to ensure effective oversight of microsites during the pandemic while simultaneously preparing subordinates for career advancement
• Developed action plans for advisors requiring coaching or development.
• Provided regular updates to other team leads and Subject Matter Experts (SMEs) regarding team performance and any challenges faced.
• Maintain a high level of customer satisfaction by consistently delivering exceptional service and support.
• Foster a positive team culture by promoting teamwork, professional development, and employee engagement
Additional Responsibilities:
• Led the hiring process for the project, ensuring the acquisition of skilled personnel
• Oversaw site administration for the project, including transportation, accommodation, food services, and hygiene
• Assumed the role of backup trainer, responsible for designing Performance Improvement Plans (PIPs), training plans, and quality frameworks for the process
• Spearheaded employee engagement initiatives and initiated program-level employee activities
• Ensured the monthly Recognition and Rewards (R&R) program was conducted
Achievements:
• Received multiple Spot and Rock Star awards for outstanding performance
Set and monitored individual and team performance goals to ensure alignment with organizational
targets
Provided regular feedback, coaching, and evaluations to enhance team member performance
Identified areas requiring training and development to improve overall performance
Managed client relationships by understanding their needs and ensuring the delivery of high-quality
work
Maintained open communication with clients to ensure their ongoing satisfaction with our services
Effectively led and managed a team, fostering collaboration and efficiency to achieve organizational
goals
Established clear expectations for behavior and performance, offering guidance and conflict resolution
Led recruitment, hiring, and training efforts to support team growth and development
Oversaw day-to-day operations, ensuring the team met operational targets and consistently delivered
high-quality work
Monitored productivity and efficiency, identified areas for improvement, and implemented strategies
for enhanced efficiency
My tenure as a Team Leader was characterized by a steadfast commitment to driving performance
excellence, maintaining client satisfaction, and fostering a dynamic and efficient work environment. These
efforts significantly contributed to the success of the Tesco project during my tenure.
Project: Yahoo
• Created ads/creative for Yahoo! and Yahoo! Partner sites based on the inputs received from the Account Managers
• Worked on revenue recognition and re-allocation of amounts on Lines of the campaign
• Developed news lines (manually or by supp-quote) in the campaign as per instruction provided by account manager or Finance Team
• Resolved the service requests as provided by onsite team within 24 hours
• Managed Insertion Order - Created Insertion Order and Scheduling it with the ads received from the advertiser on the Yahoo! Properties
• Conducted analysis, optimization & reporting about the performance of Accounts and Campaigns run by Yahoo! France
• Tracked the performance (Mostly Revenue) of All Campaign of Yahoo!
• Acted as Technical SPOC
• Led Work Flow Management (Assigning service requests/tasks to team members) activities: o Created Service requests as per the details received from client side with all information like I/O write media as files& decide whom to assign o Assigned it to an agent through Ruby I/O Tool o Maintained tracker containing information sent by Onsite team o Developed CRM reports using Yahoo CRM Reporting Tool