Nagalakshmi K

Nagalakshmi K Trust & Safety Operations Specialist - Linkedin Bangalore, Karnataka-"Challenges are what makes life interesting; overcoming them is what makes life meaningful." A dynamic professional with 5 years of rich experience in implementation and maintenance of large & complex network environment. A keen planner with demonstrated abilities in operations management. During my tenure in IBM, I have been able to ensure business functionality by providing training, and motivating the service delivery team to maintain deliverables as per the SLAs. I have been working for LinkedIn since April 2013. LinkedIn is the world's largest professional network on the Internet with more than 400 million members. Last year, there were nearly three billion people searches on LinkedIn and roughly one million new members join LinkedIn every week, at a rate equivalent to a professional joining the site faster than one member per second. Prior to Linkedin, I have also worked with IBM India Pvt Ltd and SITEL as a Technical Support Specialist. WORK EXPERIENCE Trust & Safety Operations Specialist Linkedin November 2014 to Present LinkedIn is a social networking website for people in professional occupations. Founded in December 2002 and launched on May 5, 2003 it is mainly used for professional networking. As a SOS Specialist my role revolves around research and resolution of internal and external customer queries that support LinkedIn's Privacy Policy and User Agreement.Basic knowledge of industry risk trends and identity thefts. I communicate with customers to provide resolution on cases in written form by performing relevant research and data analysis using appropriate tools, resources and internal and external subject matter experts. I also provide necessary feedback to the management regarding necessary changes whilst maintaining a positive attitude to meet our productivity goals. Customer Advocate Linkedin May 2013 to November 2014 As part of the Global Customer Operations Team, work closely with LinkedIn's world-class staff and member-base that spans the globe. Interact with LinkedIn's members on a level that supports the full customer experience.Provide education to LinkedIn's professionals in a multichannel communication environment. Develop expertise on a variety of LinkedIn's products and features. Assist customers with product information and site navigation.Establish effective working relationships across multiple departments. Liaise with clients on technical issues using advanced trouble-shooting skills.Effectively identify problems and issues by performing relevant research using appropriate tools. Ensure potential bugs are escalated to correct departments whenever necessary. Attend ongoing technical and nontechnical training and development related to existing and potential future roles. RTS Specialist IBM India February 2011 to May 2013 IBM India Pvt Ltd, worked for National Australian bank as Remote Technical specialist/LAN Admin support to business clients, supporting WinXP for 2yrs and 3 months. Worked on applications like Siebel, Ebobs, Lotus notes, RSA Tokens ETC. 1) Remote Assistance assistance provided for software installaltions or group policy updations. 2) Lotus Notes Email Support that includes mail configuration, troubleshooting lotus notes mail related issues passwords, setting mail rules, mail backup, archiving, replication with the mail client, calendar, signature, id file, toolbar, increasing mail quota limits, setting the out of office reply, checking size and compacting databases etc. 3) Member of the pilot group, who started from Day 1 of the process with IBM, went through the initial lean phase of stabilizing the process to meet the specified SLA targets. 4) Part of the Escalation Management Team to ensure client escalations are satisfactorily addressed both from the business point of view and from the client point of view. 5) Mentored new joinee's. Technical Support Executive Sitel June 2009 to December 2010 I started my career working with a very well known organization "Sitel" as a Technical Support Executive. My role was to support members of Earthlink broadband. Also, I was a part of both retention and sales teams. It was a great experience to work on applications like Putty, Tivoli etc. and support US customers. A dynamic professional with over 1 year and 8 months of experience in Customer support, Team Management, Process and Tool Implementation. A keen planner, strategist & implementer with demonstrated abilities in operations and management. An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude. EDUCATION French Language KLE's Nijalingappa College - Bangalore, Karnataka 2015 to 2016 Bachelor of Commerce in Human Resources Development B.P.Indian High School 2006 to 2009 ADDITIONAL INFORMATION Skills & Expertise Technical Support Incident Investigation Incident Handling Change Management ITIL v3 Foundations Certified Customer Satisfaction Customer Experience Sla