Mangala Ds

About Mangala Ds

Experienced System Management Specialist with a demonstrated history of working in the human resources industry. Strong information technology professional skilled in Analytical Skills, Oracle Database, Customer Relationship Management (CRM), Management, and Management Information Systems (MIS).

Experience

1. Team Lead

   Sirva

   Aug 2015 — Present · Bengaluru, IN

   People Manager – covering both Full-time employees and Temp emp (Contractors) to service/support both technical and non-technical queries. We support through e-mail and also use CRM ticketing tool (Zendesk, Footprints)Quality Throughput – Working sternly with Seniors and SMEs on the team for the internal audit, built an audit tracker, defined the impacts of the errors. This data enabled to create future training materials to eradicate the knowledge gap.Reporting and Performance Management - As a Lead, I take the accountability of all aspects of the tickets/requests. Primary focus will be on the no of tickets closed aligned with accuracy and time frame (SLA). Prepare, analyze and present business review on monthly, quarterly basis to leadership team to drive performance trend and Action. Conduct reviews with team members sharing insights on Key Performance Indicators. Appreciate high achievers and assign challenging task to upskill. Mentor, coach and build action plans for individuals who are falling short of desired results.Aligning goals – Aligning the goals for current year per the job role covering an accuracy of 98% and above with no/minimal escalationsJoined as Specialist for a start-up team, Worked on this role for a duration of 3Y 6M(Aug 2015 to Feb 2018)Promoted to Senior Specialist role and backed up Team Leader, performed Internal audits, was part of many support calls to troubleshoot forms issues faced by suppliers or other internal team members. crosscheck/audits were performed on the tasks which were configured to be sure the accuracy was at 100%, supported the team members during weekend for a smooth configuration work and attended calls with the project management team to ensure systems were working per the expectations. Helped the new joiners FTE’s and contractors in training them and stabilizing them. Duration 1Y 7M(01-03-18 to 31-10-19)

Education

• Bangalore University

  PES Degree

• Vasavi Vidhya Nikethan

  Bachelor of Commerce (B.Com.)