E Bhagya Rekha

Bhagya Rekha Endroji Hyderabad | www.linkedin.com/in/brekha/ CERTIFICATIONS                             Introduction to Prompt Engineering for Generative AI (2023), LinkedIn, Jan 2025 LinkedIn Recruiter: AI-Powered Talent Acquisition, LinkedIn, Dec 2024 Program Management Foundations, LinkedIn, Nov 2024 Project Management Simplified, LinkedIn, Nov 2024 Build a Coaching Culture – July 2021 Using Feedback to Drive Performance – July 2021 Communicating with Confidence – May 2021 Managing Compassionately – April 2021 Leadership Foundations – April 2021 Diversity, Inclusion & Belonging – March 2021 Embracing Unexpected Change – March 2021 Cultivating Mental Agility – March 2021 Strategic Thinking – July 2020 Developing Your Team Members – July 2019 Leadership: Practical Skills – July 2019 Thinking Like a Leader – February 2017 Coaching and Developing Employees – May 2016 How to Increase Learner Engagement – August 2016 Classroom Management Fundamentals – August 2016 Customer Service Fundamentals – LinkedIn New Manager Fundamentals – LinkedIn Conflict Resolution Fundamentals – LinkedIn Thinking Like a Leader – LinkedIn Working with Upset Customers – LinkedIn Developing Your Team Members – LinkedIn Leadership: Practical Skills – LinkedIn Developing Your Professional Image – LinkedIn Strategic Thinking – LinkedIn SNAPSHOT PROFILE With 19 years of experience in managing customer service teams, optimizing support operations, and enhancing customer satisfaction. Proven expertise in process improvement, escalation management, vendor operations, and cross-functional collaboration to drive efficiency and quality. Adept at implementing customer support strategies, training teams, and leveraging data insights to improve service levels. Passionate about operational excellence, team development, and delivering high-impact customer experiences. KEY HIGHLIGHTS AT LINKEDIN    Selected for LinkedIn’s pilot exchange program between Bangalore and Dublin, facilitating cultural exchange and sharing of best practices. Proven expertise in meeting quality standards, identifying customer needs, and enhancing customer satisfaction. Recognized with multiple awards for exceptional performance at LinkedIn. SKILLS             Customer Support Operations Customer Escalation Management Performance & KPI Management Workforce & Resource Plannin Vendor & Stakeholder Management Process Optimization & Standardization Customer Experience Enhancement Team Leadership & Development Data Analysis & Reporting Knowledge Management & Training Cross-functional Collaboration Quality Assurance & Service Excellence EXPERIENCE LinkedIn — APAC Lead for Premium Support Team Oct 2017 – Dec 2024  Operations: Led customer support operations for the Premium Support team, overseeing daily workflows, escalations, and service quality. Managed vendor relationships, ensuring SLA adherence, cost efficiency, and consistent service quality. Developed and implemented process improvements to optimize customer experience and reduce response times.  Team Leadership & Performance Management: Led and managed teams of up to 16, overseeing hiring, onboarding, training, quality audits, coaching, engagement, and performance management to drive high performance and skill development.  Strategic Operations & Vendor Management: Spearheaded vendor partnerships, optimizing operations for efficiency and scalability, while driving process improvements and operational excellence.  Customer Support & Quality Enhancement: Developed and executed strategic plans to elevate customer support operations, implementing quality initiatives and dashboards to enhance customer satisfaction.  Trust & Safety & Escalation Management: Managed escalations, enforced process improvements, and collaborated with cross-functional teams to protect platform integrity and enhance member experience.  Training & Onboarding: Designed onboarding programs and training materials, ensuring seamless integration of new hires and ongoing skill development.  Process Optimization & Cross-functional Collaboration: Partnered with product and systems teams to streamline workflows, enhance operational efficiency, and drive continuous improvements. 1 KEY RECOGNITIONS                       Steal the Thunder Awards (3) – 2023 All Star Award – Jan 2023, May 2022, Oct & Dec 2021 Kudos Award – Jan 2023 Top Learner Award – Jan 2022 This is Me Award – Dec 2020 Crowdscale Challenge Top Contributor – Sep 2020 Act Like an Owner – Nov 2018 Top Revenue Generator for HP – Sutherland Global Pvt Ltd., May 2006 Champion Bravo R & R Award – IBM, June 2007 Best Team Player Award – LinkedIn, Nov 2012 Helping Hand Award – LinkedIn, Oct 2013 Rising Star Award – LinkedIn, Dec 2013 Rock Star Award – LinkedIn, May 2014 GCO Exchange Program – LinkedIn, Dec 2014 Act Like an Owner – Management – Nov 2018 Nominated for Qi Act Like an Owner VIP Award – Management – Aug 2017 Rock the Experience Award FY19 QI – Product Operations Manager – Sep 2018 Thanks Award for Collaboration (3) – Feb 2018 Demand Excellence – Going Above & Beyond – Dec 2017 Thanks Award – Neptune Launch Support – Dec 2017 Award for Demand Excellence – Dec 2017 Members First – Product Operations Manager – May 2017 EDUCATION Bachelor of Technology (B.Tech) in Electronics and Communication Engineering Scient Institute of Engineering and Technology | 2002 – 2005 Diploma in Electronics and Communication Engineering Kamala Nehru Polytechnic for Women | 1999 – 2002  Leadership & Recognition: Served as the primary escalation point in leadership’s absence, ensuring business continuity, and was recognized for advancing cross-cultural collaboration through LinkedIn’s pilot exchange program. LinkedIn — Senior Support Specialist Apr 2014 – Sep 2017  Escalation Management: Managed global escalations and resolved complex member issues across email, chat, and phone channels, enhancing customer satisfaction.  Training & Coaching: Coached team members to strengthen case resolution skills and improve overall member experience.  Operation Excellence:Led initiatives in process optimization, product improvements, and operational efficiency, delivering scalable solutions to business challenges.  Training: Designed and facilitated training sessions for new hires and existing team members, ensuring knowledge retention and performance growth.  Leadership: Built strong stakeholder relationships to align operational goals and drive team success. Supervised a 16-member contractor team, focusing on onboarding, quality assurance, and performance management. LinkedIn — LinkedIn Consumer Solutions Support Consultant Sep 2013 – Mar 2014  Customer Support & Escalation Management: Resolved customer inquiries and escalations via phone and email, delivering effective solutions and enhancing satisfaction.  Training & Coaching: Delivered refresher training, coached Customer Advocates, and led product knowledge sessions to maintain service quality and support team development.  Process Improvement & Operational Efficiency: Proposed and implemented process enhancements, driving improvements in business operations and customer experience.  Leadership & Business Continuity: Served as the escalation point during leadership absences, ensuring operational stability across global teams. Global Logic Technologies Pvt Ltd. — LinkedIn Global Customer Representative Mar 2011 – Aug 2013  Customer Support & Issue Resolution: Delivered phone and email support, ensuring seamless issue resolution and high customer satisfaction. Handled complex technical issues, escalating appropriately for timely and effective resolution. Provided tailored support to enterprise clients like Starwood and Michelin, maintaining premium service levels. Proactively learned internal systems and org structures to expedite resolution and improve first-contact effectiveness.  Process Improvement & Operational Efficiency: Recommended L2 communication enhancements, improving engagement and response speed. Created reusable server maintenance templates, boosting communication consistency and operational efficiency. IBM — Senior Technical Support Representative July 2008 – Feb 2011  Customer support & Technical Resolution: Provided email and phone support to ensure seamless customer experiences by keeping users informed on issue status and resolution. Delivered tailored technical assistance to enterprise clients such as Starwood and Michelin, maintaining high service standards. Effectively managed complex technical issues and escalated to specialized teams for timely resolution. Proactively built system expertise by learning internal tools and organizational structures to accelerate problem-solving.  Operational Efficiency & Process Improvement: Identified and recommended improvements to L2 communication processes, enhancing customer engagement and response times. Developed reusable server maintenance templates to standardize communication and increase operational efficiency. These initiatives contributed to more consistent support delivery and better internal workflows. Sutherland (HP Account) — Senior Technical Support Representative Nov 2005 – June 2008 Technical Support: Delivered expert technical support for HP and Intuit clients, diagnosing and resolving hardware, software, and connectivity issues while guiding users with preventive tips to improve device performance. Collaborated with cross-functional teams to escalate complex problems and drive product improvement. 2