Manager – Administration & Support Services at Samarth IT Solution (2014-02 – 2025-07)
- Managed administration and helpdesk support services with a team of 25 technical engineers.
- Provided technical administration support through phone and email, managing service tickets and client interactions.
- Coordinated IT and other departments effectively to resolve desktop, software, browser, and server issues.
- Maintained strong interpersonal, analytical, and follow-up skills in a fast-paced team environment.
- Communicated with employees, vendors, and customers professionally handling escalated concerns.
- Documented customer issues with follow-ups and escalated complex problems as necessary.
- Pursued ongoing technical and administrative training and knowledge of new products.
- Assisted in resource planning and leave management to minimize absenteeism.
- Helped onboard new joiners and ensured achievement of team targets.
- Achieved consecutive Best Performer, Best People Leader awards, and contributed to team quality targets.
Subject Matter Expert at IBM Global Process Services (I) Pvt. Ltd. (2012-12 – 2014-01)
- Provided broadband and handset technical support for Virgin Media (U.K.) within SLA requirements.
- Troubleshot internet connectivity and browser issues across Windows and Apple devices.
- Managed ticketing for complex issues escalated to second-line support.
- Conducted daily team briefings, audits, and monitored performance of technical support executives.
Group Leader - Operations at MDINIDA Healthcare Services (TPA) Pvt. Ltd. (2010-01 – 2012-12)
- Led customer service operations for Athena Medical Insurance focusing on cashless claim services.
- Monitored attendance, attrition, absenteeism, and service metrics to achieve quality and CSAT targets.
- Conducted regular appraisals, training needs assessment, and performance reviews for team members.
- Motivated staff and coordinated cultural activities to enhance team engagement.
- Maintained operational documentation, coordinated with HR and other departments, and ensured quality standards.
Operations Manager – Mall Retail Operations at Home-Solutions Retail (I) Ltd. (Future Group) (2008-01 – 2010-12)
- Managed operations for Home Town at Ishanya Mall Pune including construction and interior services.
- Collaborated with departmental heads and senior management to ensure high customer service levels.
- Oversaw call center and customer service desk operations resolving complex customer issues.
- Developed customer management and data management systems using H-CARE CRM software.
- Conducted customer satisfaction surveys and implemented strategic improvements.
- Trained and coached executives, managed communications, and maintained business relationships across locations.
