Naveen Kumar
Team Leader - Operations @HCLTech | Handling GCP, GWS, Chronicle, Mandiant, PSO & Looker | Expert on FCR, NPS, TTR, FRT, OBI, Quality & Productivity
- Role
- Team Leader Operations at HCLTech
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Naveen Kumar
Operations Team Leader at HCLTech, managing Google Account operations at client location…
Experience
Team Leader Operations
Mar 2025 — Present · Gurugram, IN
Currently leading operations for multiple high-impact Google products including Google Cloud Platform (GCP), Google Workspace (GWS), Looker, Professional Services Organization (PSO), Mandiant, and Chronicle.My role focuses on ensuring seamless service delivery, operational excellence, and superior client experience by managing the following key responsibilities:Escalation Management: Timely resolution of critical escalations to ensure customer satisfaction and minimize service disruption.Untouched Cases & Hygiene: Regular monitoring and actioning of untouched and aging cases to maintain operational hygiene.First Time Resolution (FTR): Driving high FTR rates by guiding the team to resolve issues effectively on the first interaction.Quality Assurance: Maintaining high-quality standards through regular audits, feedback, and coaching sessions.Turnaround Time (TTR): Ensuring timely responses and resolution in alignment with SLAs and client expectations.Order Defect (OBI) Monitoring: Identifying and addressing order defects to improve accuracy and customer experience.Productivity & Utilization: Optimizing team performance by tracking productivity metrics and maximizing resource utilization.Process Hygiene: Upholding clean and compliant workflows to ensure audit readiness and operational transparency.I collaborate closely with cross-functional teams, clients, and stakeholders to implement best practices, automation, and continuous improvements that elevate overall service quality.
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