Hi, I’m
Varunshekhar Singh
Borivali East,India
Summary
A dynamic professional with over 15+ years of experience in IT, ITSM. Effective people management and team handling skills. Experience in all domain "Inbound Voice, Outbound Voice Chat and Non-Voice" customer service, Service desk.
Overview
17
years of professional experience
Work history
HCL TECH
Technical Specialist
06 2022 - Current
Job overview
- Team Leadership: Supervise and mentor a team of service desk leads & analysts, providing guidance, training, and performance evaluations to ensure a high level of competency and morale
- Incident Management: Oversee the resolution of IT incidents and service requests, ensuring that issues are addressed promptly and effectively in accordance with established service level agreements (SLAs)
- Process Optimization: Identify opportunities for process improvements and implement changes to enhance service efficiency, reduce incident resolution times, and improve overall service quality
- Customer Satisfaction: Monitor and analyse customer feedback to ensure high levels of satisfaction, address any concerns, and continuously improve service delivery
- Reporting and Analysis: Track and analyse key performance indicators (KPIs) to assess service desk performance, generate reports for management, and make data-driven decisions to enhance operations
- Training and Development: Develop and deliver training programs for new and existing staff to ensure they have the skills and knowledge required to perform their roles effectively.
Sutherland Global Services
Associate Manager
03 2012 - 06 2022
Job overview
- Managing a team of 35 consultants, to ensure that all key metrics of performance as per the Client SLA are met and exceeded
- Managing team performance and responsible for the overall enhancement of the team
- Driving business metrics (e.g., TNPS, Quality, Service levels (call & Email), AHT, Schedule adherence, etc.)
- Daily chat, Email Monitoring & sharing the feedback based on the observations
- Daily, Weekly and monthly performance review with the team
- Work Closely with various support team like field service teams, part planning/logistic team to understand the challenges in closing service calls within SLA.
Intelenet Global Service PVT Limited
Senior Associate
2008.02 - 2012.10 (4 education.years_Label & 8 education.months_Label)
Job overview
- Handling calls and complaints of Customer to provide resolution
- Provide first call resolution to get TNPS/FCR
- Worked as a Shadow SME to support nesting batch
- Ensure customer were satisfied with every part of the flooring experience
Education
B.Com
H.Sc
S.S.C
Skills
- Team Management
- Service desk Management
- Desktop support
- Time management
- Customer service expert
Languages
English
Hindi
Marathi
Personal Information
Timeline
Senior Associate
Intelenet Global Service PVT Limited
2008.02 - 2012.10 (4 education.years_Label & 8 education.months_Label)
Technical Specialist
HCL TECH
06 2022 - Current
Associate Manager
Sutherland Global Services
03 2012 - 06 2022
B.Com
2011.01
H.Sc
2008.01
S.S.C
2006.01