Sunil Singh

Experienced Team Lead brings 18+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.

• Spearheaded the introduction of the Paymo application in tracking the amount of time consultants worked on tickets, resulting in savings of unnecessary overtime costs.
• Successfully recommended consultants to work from home, achieving a 15% reduction in bills while providing more opportunity for consultants to spend time with their families during weekends.
• Instrumental in training and guiding consultants in managing tickets via the new Zendesk application, saving time in working on tickets from start to completion.
• Proactively introduced daily stand-up meetings to discuss issues faced by managers and consultants, improving productivity and reducing backlogs.

• Advanced IT Support and Troubleshooting: Training on the latest technologies, including Windows Server, Active Directory, Office 365
• Team Management & Leadership Skills (Junior TL's) : Training on effective leadership styles, managing diverse teams, and enhancing team dynamics
• Customer Interaction & Communication Skills: Training on managing client expectations, communicating complex technical issues clearly, and maintaining positive client relations.
• Handling Escalations: Effective approaches to resolving client complaints and escalations promptly.
• Cybersecurity Fundamentals: Keeping up-to-date with cybersecurity best practices to ensure team awareness of current threats.
• Data Protection and Compliance: Training on data security protocols, compliance requirements, and protecting sensitive information

Service Desk Institute, RM9000 (Negotiable), 2 months notice

• Age: 40
• Date of Birth: 12/30/83
• Marital Status: Married