Nitish Saxena
Wroclaw
Summary
Dedicated and results-driven Operations Team Lead with 7 years of experience in optimizing operational processes and leading high-performing teams to achieve organizational goals. Have a proven ability to streamline workflows, enhance productivity, and drive bottom-line results through effective leadership, collaboration, and innovative problem-solving. As a strong communicator with excellent interpersonal skills, Capable of building cohesive teams and maintaining positive relationships with stakeholders at all levels. Passionate about driving operational excellence and delivering exceptional customer service.
Overview
10
10
years of professional experience
Work History
Operations Team Leader
Tech Mahindra Pvt. Ltd.
08.2019 - Current
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Developed comprehensive documentation to assist team members in troubleshooting complex technical problems.
- Received inbound phone calls transferred from Tier 3 specialists to research and resolve advanced technical issues.
- Increased productivity through the implementation of remote desktop tools to diagnose and resolve technical issues more efficiently.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues, and foster positive relations among team members and management.
- Assisted with improving revenue and customer numbers by overseeing the implementation of diverse sales and service initiatives.
- Trained, coached, and managed a 30-person team of sales and marketing professionals, achieving record-breaking sales figures and expanding market reach.
Senior Technical Support Representative
Airbnb Pvt. Ltd.
11.2017 - 11.2018
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
Technical Support Representative
Concentrix Daksh Pvt. Ltd.
05.2015 - 11.2016
- Expedited issue resolution for clients through effective troubleshooting and problem-solving skills.
- Reduced call handling time by developing a comprehensive database of common troubleshooting steps.
- Improved response times with efficient ticket management and prioritization.
- Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.
- Conducted root cause analysis on recurring issues to identify patterns and develop long-term solutions.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
Education
Bachelor of Commerce - Business Administration And Management
Delhi University
08.2012
Skills
- KPI management
- People Management & Leadership
- SLA /TAT Management
- Escalation Management & Staff Development
- Expertise in Tools like JIRA, Agile, SQL, SAP, Optix & Avaya
- Expertise in IP and VoIP troubleshooting, with a SIP, LAN/WAN, Multi-media Protocols
- Expertise in Microsoft Office ( MS Excel, PPT, and Word )
- Network Administration
- Application Installations & Support
- Technical Issues Analysis
- Time Management
- Conflict Resolution
Timeline
Operations Team Leader
Tech Mahindra Pvt. Ltd.
08.2019 - Current
Senior Technical Support Representative
Airbnb Pvt. Ltd.
11.2017 - 11.2018
Technical Support Representative
Concentrix Daksh Pvt. Ltd.
05.2015 - 11.2016
Bachelor of Commerce - Business Administration And Management
Delhi University
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