Reena Biltoo

• Managed a team of 5 engineers, delegating tasks and monitoring progress to ensure quality control standards.
• Created detailed reports for senior management on the status of projects and deadlines.
• Provided technical guidance to junior engineers.
• Conducted regular performance reviews with employees, providing feedback and suggestions for improvement.
• Analyzed customer feedback data to identify areas needing improvement in products or services.
• Resolved conflicts between staff members in an efficient and professional manner.
• Troubleshoot conflicting design and development requirements and advocate for requirements.
• Orchestrated tooling changeovers, setups and maintenances to minimize downtime and improve productivity.
• Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Developed strategies for problem solving and conflict resolution among team members.
• Conducted regular performance reviews to assess individual team member progress.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Created training materials and conducted group trainings on new processes or procedures.
• Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Established clear expectations for employees, providing guidance when needed.
• Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
• Analyzed data from various sources to identify areas of improvement in the department's operations.
• Collaborated with other departments to ensure alignment of goals across teams.
• Maintained a positive work environment that promoted collaboration between team members.
• Ensured compliance with all office regulations in the workplace.
• Resolved customer complaints in an effective manner while maintaining a high level of customer service.
• Implemented changes in response to changing business needs or customer demands.
• Managed budgeting responsibilities including forecasting expenses, tracking spending, and preparing reports for upper management.
• Facilitated communication between cross-functional teams within the organization.
• Participated in regular meetings with senior leadership to provide updates on team progress.
• Offered training and support to keep team members motivated and working toward objectives.
• Delegated daily tasks to team members to optimize group productivity.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
• Fostered positive employee relationships through communication, training and development coaching.
• Assigned projects and distributed tasks to team members as per area of expertise.

• Manage the team responsible for Application Support
• Drive critical Incident situations by analyzing and troubleshooting complex cases while simultaneously handling communication at all levels

• Ensure that services are maintained and supported in order to achieve the efficient and effective delivery of services

• Assist the Application Support Manager in the development and smooth running of the Application Support Team globally.

• Recruitment and Team stabilization.
• Objective setting and performance review of team members • Measure customer satisfaction with a view to improving the

overall quality of service being delivered by the team
• Coaching and training of team members
• Evaluate tickets being progressed by the L2 application support,

detect quality issues and drive for improvement
• Manage team projects from initiation till completion
• Manage application configuration and upgrades, and problem

analysis and resolution for complex application problems, in conjunction with the users.

• Work on the definition and development of a proper Service Management Process and Incident Management Process.

• Gather metrics on team performance and work on those metrics for team improvement.

• Define long term development plan for the team.

• Improve application functionality and performance and provide suggestions for system and business improvements.

• Develop procedures and documentation for application support.

• Monitor performance and availability of our applications hosted on the cloud and ensuring optimal performance

• Coordinate transfer of information between Product Owners, Development and Business Units

• Assess the product and provide feedback to Product Owners on areas of improvement