The document is a resume for Yashasvi Subrahmanya outlining work experience and qualifications. It details employment history from 2007 to present in customer service roles with increasing responsibility at Diya Systems and Perform Group, both technology companies. Promotions included team lead and manager roles managing up to 26 agents. Achievements highlighted introducing quality and process improvements. Education includes a 2012 graduate diploma in business management.

1. B. Yashasvi Subrahmanya
Dharani Residency, Kavoor Post
Mangalore – 575015, Karnataka
Date of Birth - April 1, 1987
Phone: 9844013801, 9916903801
Email: Yashasvi.msdi@hotmail.com
Yashu.yashu1@gmail.com
Objective
 To pursue a challenging career in a professionally managed Organization where there is individual growth and
professional development.
 To obtain a position within the management that will further develop my strong leadership and organization
skills.
Outline
• Dedicated and committed professional with 8.10 years’ experience in Customer Service Non-Voice, Supervisory
contacts handling, Customer Satisfaction, Quality Assurance, Client Management, Resource and Man
Management.
• Professional record exhibit year-after-year success in Customer Service Department, developing strategies,
implementing quality systems/ procedure to meet world-class quality standards.
• Skilled in building/optimizing organisational processes, measurement systems along with deploying enhancement
measures to maximise efficiency for optimum productivity.
• Delivering extraordinary results in achieving business growth objectives within start-up, turnaround and rapid
change environments.
Work History
Diya Systems Private Limited Group of Endurance International, Mangalore, Karnataka, since May 2007 – June 2013
Technical Support Representative (TSR), since May 2007 – December 2008
• Fix issues on Database, e-mails, FTP and FrontPage Extensions
• Moreover, it has got 99% of hosting related issue
• Internal coordination between all the departments; and reporting manager.
• Handling customers’ account information and all billing related queries.
• Preparing Invoice/Receipts for customers.
• Preparing and managing staff reports and reporting to team manager.
• Answer the e-mails of the customers and chat with the customers regarding their Hosting Account or Domain
Related or Billing Related issues.

2. Promoted as Domain Registrar Specialist, since December 2008 – October 2009
• Fix issues on Database, e-mails, FTP and FrontPage Extensions
• Fix issues on Domain expire, Domain transfer, Domain Registration, Domain Renewal or anything related to the
Domains
• Internal coordination between all the departments; and reporting manager.
• Handling customers’ account information and all billing related queries.
• Preparing Invoice/Receipts for customers.
• Preparing and managing staff reports and reporting to team manager.
• Personalised contact with the customers regarding their Hosting Account or Domain Related or Billing Related
issues
• Answer the e-mails of the customers and chat with the customers regarding their Hosting Account or Domain
Related or Billing Related issues.
Promoted as a Team Lead of the Registrar Squad, since October 2009 – April 2013
• Handling the Team and resolving their doubts.
• Personally speaking with the agents who are underperforming.
• Educate the agents on Quality, Productivity and Customer Satisfaction.
• Assisting the agents on customer’s issue and providing the fix.
• Maintaining the staffing on any kind of Holidays.
• Maintaining the E-mail and the Ticket volume.
• Tracking the Daily, Weekly and Monthly Productivity Level of the Team and each Agent.
• Scheduling meetings with the Clients and the Managers.
• Taking Training sessions for the Team members.
• Handling very frustrated customers and supervisory contacts.
Promoted as a Team Manager of the Registrar Squad, since April 2013 – June 2013
Description: Endurance International (USA) (https://www.enduranceinternational.com). Diya Systems has a project
engagement with Endurance to provide Web and System Support to its customers. (Non-Voice).
Perform Progressive Sports Media, Mangalore, Karnataka, since July 2013
Team Manager
• Personally speaking with the associates who are underperforming.
• Educate the associates on Quality, Productivity and Customer Satisfaction.
• Assisting the associates on customer’s issue and providing the fix.
• Plan and deliver tasks and oversee a process/project within the agreed timescales.
• Providing direction and feedback to team members and assisting with recruitment.
• Work co-operatively with all colleagues for the benefit of the Company and its Clients.
• Develop and apply the relevant skills and knowledge to operate competently as a leader/manager and develop the
skills within the team.
• Take responsibility for the work that I and my team completes ensuring high levels of attention to detail.
• Constantly seeking improvement and creating a climate where others are encouraged to do the same.
• Train the Team Leads/Team on improvement plans and strategies. Actively looking for ways to improve service and
initiating them or bringing them to the attention of others.
• Monitor own quality of delivery levels and identifying problems and collaborate with others to propose solutions.
• Tracking the Daily, Weekly and Monthly Productivity Level of the Team.
• Co-ordinate with the Leads to understand any concerns they have or any issues they face. Plan a strategy on how
to resolve it.
• Maintain any documentations or business reports. Maintain the KPI/KRA for the Team and Team Leads.
Description: Perform Group Sports Media (UK) (http://www.performgroup.co.uk/) is a leading digital media company. At
the heart of our business lies our unique perspective on how to commercialise sports contents across digital platforms and
engage with mass audiences globally.

3. Achievements
• Best Employee of the year – 2009.
• Built a Team of 26 members – from 2009 to 2011.
• Introduced new Quality Check System – 2013.
• Introduced the idea of Process Update Tracker 2013.
• Introduced Training Plans (New Employee/Exiting Employee/Under Performer) – 2013.
• Introduced the idea of Tutorial Videos for Knowledgebase/FAQs – 2014.
Qualification
Graduate Diploma in Business Management (GDBM) from Apex Institute of Management, Nagpur in 2012.