Shashank V N.

As Director of Operations, I manage all aspects of global telecom service assurance, focusing on IT Service Management, quality oversight, and continuous improvement. I oversee ITIL processes and ensure operational excellence, compliance, and audit readiness across service operations. My role includes: Service Operations Management: Standardising services and processes to deliver high-quality, efficient telecom services, meeting customer and internal IT service levels. Resource Optimization: Maximising business value through effective management of IT resources, including personnel and financial assets. Continuous Improvement: Leading initiatives to enhance service quality and operational efficiency, collaborating with the Service Excellence team. Service Assurance: Heading the Service Assurance team, supporting ~24,000 services and 3,000 client accounts, generating ~$6 million in revenue. Ensuring SLA compliance and service continuity. Complex Business Management: Overseeing complex processes, reducing churn through effective Marketing and Sales collaboration, and managing cross-functional projects. Technical Leadership: Staying current on network designs and technologies, leading discussions on New Product Introductions, and improving network efficiency through automation. Incident and Service Management: Handling incident management and coordinating with change management, problem management, and other teams. Managing FTE vs. volume analysis and workforce management. Global Experience: Managing global customer accounts across US, EMEA, and APAC, achieving zero attrition for 12+ months. Digital Transformation: Leading digital transformation initiatives, utilizing tools like Power BI, Excel, and Power Automate, and focusing on continuous service improvement and technical advocacy. My leadership drives operational excellence and high-quality telecom services on a global scale.

As a Manager, I spearheaded the delivery of organizational strategies through effective team leadership and a strong focus on people-centric management. My approach was always aligned with the organization's vision, aiming to enhance KPIs and KRAs by fostering a culture of continuous improvement. I provided mentorship to supervisors, emphasizing ongoing training in people management and guiding them through every stage of their development. I excelled in optimizing task efficiency, implementing smart control measures, and integrating the latest technologies to support team success. Leveraging tools like Excel, Tableau, and SAP, I created internal reports and dashboards that facilitated data-driven decision-making and operational improvements. In my role, I collaborated with executive stakeholders across a global organization, managing complex strategic and operational initiatives. My responsibilities included understanding processes affecting operations, handling internal and external escalations. I ensured high-quality service delivery, identified operational gaps through data analysis, and developed innovative solutions in partnership with cross-functional teams. My customer-first focus was evident in my proactive approach to client support, including performance analysis, incident management, and maintaining accurate client information repositories. I led managed services operations, planned and executed training initiatives, and drove service improvement priorities. My role also involved managing day-to-day operations, resource planning, and continuous service enhancement to ensure maximum uptime and optimal client satisfaction.

As a Supervisor, my role encompassed the responsibilities of an Assistant Manager, where I spearheaded a pivotal transition of operations from Bangalore to Pune. With a team of over 70 individuals, I took charge of hiring, training, and establishing a new process from scratch, ensuring a seamless and successful transition. Throughout this endeavor, my leadership and strategic approach proved instrumental in preventing any fallouts or negative customer experiences. By implementing a phase-by-phase approach, we achieved a smooth transition, exceeding expectations within the targeted timeline. A testament to my dedication and exceptional performance, I received the prestigious President's Club award in 2019. Outperforming my peers, I ranked among the top 100 performers company-wide at GTT. In recognition of my achievements, I was privileged to travel to the USA, specifically Austin, where I upskilled myself on cutting-edge technologies like SDWAN. Not only did I excel in managing the transition process, but I also successfully built a high-performing Tier 2 technical support team in India. By adhering to organizational standards, we elevated key performance indicators such as Time to Restore, Customer Experience Survey ratings, Quality of Work, and Training and Upskilling initiatives. Through my multifaceted role as a Supervisor and Assistant Manager, I have demonstrated unwavering commitment, exceptional leadership, and the ability to drive results. With a track record of successfully overseeing complex transitions, achieving accolades, and building efficient teams, I am equipped to make a substantial impact in any dynamic organization.

As a Team Lead in the IT Technical Support department, I had the privilege of overseeing a dynamic team of 25 dedicated professionals. My role centered around providing exceptional customer-focused service in the internet area, ensuring prompt incident management and efficient technical support to meet our clients' needs. One of my key responsibilities was incident management, where I played a pivotal role in coordinating and prioritizing incoming technical issues. I worked closely with the team to establish efficient workflows, ensuring that incidents were resolved promptly while maintaining a high level of customer satisfaction. To enhance our team's performance and efficiency, I implemented Tableau, a powerful data visualization tool. Leveraging Tableau's capabilities, I created insightful reports and dashboards that provided valuable insights into key performance metrics. These visualizations empowered our team to make data-driven decisions and identify areas for improvement. I optimized Average Handling Time (AHT), service levels, and efficiency, using data-driven insights to streamline processes and enhance team performance. Gained experiance on call and chat support teams, with the KPIs like Service level, staffing, scheduling and quality. Ultimately, my role as a Team Lead in IT Technical Support allowed me to create a positive and productive work environment. By combining my technical expertise with effective leadership, I successfully guided my team to deliver exceptional customer service, resolve technical issues efficiently, and contribute to the overall success of our organization.

As an experienced and dedicated trainer, I have successfully conducted training programs for HGS International, specializing in voice customer service and tech support. My responsibilities included: - Teaching and facilitating training programs for HGS International voice customer service and tech support. - Interacting with international clients to provide process updates and clarify any related queries. - Monitoring the performance of new hires, identifying areas for improvement, and keeping track of their progress. - Ensuring fair implementation of company policies and procedures by new hires during training. - Organizing regular huddles to update employees on product and process changes. - Identifying areas of process improvement through Training Needs Analysis (TNA). - Conducting monthly Knowledge Retention Tests to assess associates' understanding of the process. - Collaborating with cross-functional teams to meet the needs of internal and external customers. - Evaluating new hires' performance during on-the-job training using a Quality Measurement Tool and providing constructive feedback. - Participating in internal and external calibrations, including client calibrations, using the Gauge R and R methodology. - Delivering approved training content and coordinating new hire, refresher, or cross-skilling training sessions. - Managing logistics for learning activities and creating an effective learning environment, including reporting on test results. - Communicating with business owners, trainers, and management to ensure timely and resourceful training sessions. - Proactively identifying and escalating potential new hire attrition and promptly addressing poor performance, misfit skills, or behavioral issues during training. - Mitigating and eliminating training gaps caused by communication and language skill concerns. - Contributing innovative ideas to the training team and assisting co-trainers in implementing successful training practices.

As a Technical Support Executive, I successfully fulfilled the following roles and responsibilities in the field of Internet technology troubleshooting and customer support: - Logged and categorized all incident and service request details, ensuring accurate allocation of prioritization codes. - Utilized approved tools, systems, and procedures to provide first-line investigation and diagnosis of technical issues. - Escalated complex incidents or requests that exceeded agreed timescales or fell outside the1st Line's scope to the appropriate technical team, including external engineers and third-party vendors. - Engaged and worked with on-site hands-on support when required. - Escalated incidents or service requests at risk of failing or failing agreed service level agreements (SLAs) or falling outside the scope to managerial levels or relevant internal roles. - Owned incidents/requests from ticket creation to resolution/closure, ensuring timely and satisfactory completion. - Delivered exceptional customer service during all customer and third-party engagements. - Ensured clear, concise, meaningful, professional, and efficient communication at all times. - Provided feedback to the Line Manager on potential improvements to the Service Desk, Escalation Management, and supporting functions. - Demonstrated a strong understanding of customers' services and solutions. - Complied with Service Operations processes such as Incident Management, Request Fulfillment while meeting associated metrics including SLAs, OLAs, KPIs, and other performance indicators. - Provided coaching and guidance to junior staff and new starters. - Acted as a delegate for senior staff when necessary. Through my diligent execution of these responsibilities, I contributed to the efficient resolution of technical issues, enhanced customer satisfaction, and the continuous improvement of service delivery in the dynamic Internet technology industry.

Experienced and dedicated Front Office Executive with a successful track record of managing the front desk operations in a bustling 3-star hotel. I effectively handled customer complaints, maintained meticulous records, and provided regular reports on occupancy and guest information. Key Responsibilities and Achievements: - Acted as a point of contact for guest inquiries, concerns, and complaints, promptly addressing their needs and resolving issues to ensure guest satisfaction. - Maintained accurate records of guest information, room assignments, and special requests, utilizing efficient record management systems to ensure smooth operations and easy access to relevant information. - Generated occupancy reports, providing insights on room availability, guest numbers, and overall occupancy levels, which contributed to effective decision-making by management. - Collaborated closely with housekeeping, maintenance, and other hotel departments to ensure a seamless guest experience. - Assisted in training new front office staff members, ensuring they were well-equipped with the necessary skills and knowledge to deliver exceptional service. - Demonstrated exceptional organizational skills, multitasking abilities, and attention to detail while managing high volumes of guest check-ins, check-outs, and inquiries. - Played an instrumental role in enhancing the overall efficiency of front desk operations, resulting in improved guest satisfaction ratings. - Received positive feedback from guests and colleagues for my professional demeanor, problem-solving skills, and ability to remain calm and composed in high-pressure situations. My experience as a Front Office Executive has provided me with a solid foundation in customer service, record management, and effective communication. I am adept at working in fast-paced environments, ensuring smooth front desk operations, and delivering an exceptional guest experience.