Primary Functional Expertise
IBM
Total years of experience :9 years, 10 months
IBM Gurgoan (2005-current): Primary Functional Expertise: • Making sure that the performance of my team is above target.
1. SPC (Sales per call)
2. Crez (Call resolution)
3. AHT (Average handling time)
4. Customer Delight.
• Taking corrective measures in case of a deviation
• Drive behavior and to make sure that the proper hygiene is maintained.
1. Quality of the service.
2. Documentation of the calls.
3. Behavior on the floor.
• Daily call listening and coaching to drive performance and behavior.
1. To ensure that the issues are being resolved
2. To ensure that the call quality is maintained.
3. To ensure that we don't miss the sales opportunities.
4. Preparing training need analysis in case any opportunities are found.
• Continuous effort to minimize attrition by addressing the employee pain areas.
• Sharing daily, weekly and monthly action plan with my team.
• Working with PD team to discuss about the opportunity areas.
• Making sure that the team shrinkage is under control.
• Weekly meeting with the client to discuss call trend/drivers and future plan of action.
Secondary Functional Expertise: • Helping my team in resolving the issues that customers are facing while using the software.
• Helping Tier 1/Tier 2 resolve the issues our customers are facing.
• If there is anything that Tier 1 is not able to resolve escalating it to Tier 2.
• Identify the most common issue and raise the alarm for the same.
• Research new emerging issue: • If any emerging issue is found, do a research and find a way to fix the problem.
• Working with the Product development team when needed.
• Making sure everyone on the floor is aware of new updates related to the software and the process.
• Resolve the database errors that customer face when data file is damaged.
• Training people on the floor: • Taking trainings/refreshers when new software is launched.
• Helping people to do beta testing of the new software before launch.
• Collecting bugs related information and sharing that with the client.
• 8 times IBM-Shinning Star.
• Twice rewarded by the client as a Best Performer from our site.
Manage and lead a team of 20 people, providing voice inbound support to the users of a software based in US.
Managing sales and achieving given targets
Making sure that customers calling for support are satisfied with the service being provided to them.
Managing people effectively and efficiently.
Reliance Infostreams Pvt Ltd (2004-2005): • Worked as a customer care executive 17 months.
• Taking calls related to billing, networking and handset issues.
• Doing callbacks in case of escalations.
Operation management, project management and people management. This course was sponsored by IBM, offered to its top talents
Computer. MS Office. Computer networking. Computer Languages. Website designing.
2001-2004 Bsc IT 65% SMU Specialization: Software programming, computer networking Website Designing. Project undertaken: Designed a Website of online greeting cards.