CONSULTANT
Hcl Technologies
Total years of experience :18 years, 1 Months
• Global Vertical Delivery Unit (VDU) Lead over seeing all Financial accounts across the organisation alongside managing offshore team of 21 SME's.
• Guiding the SME's with their tasks and providing feedback.
• Managing Service Delivery, Service Improvements, Client Relationship & Escalations.
• Project Planning & Implemenation.
• Building strong working relationship with clients.
• Laying out processes, implementing and standardizing best practices across all projects.
• Contributing to smooth and successful account transition.
• Tracking account performance and Managing the agreed SLA.
• Proposing SOP's, Process Documents, Metric-based Service Improvement Projects & CSI's.
• Finding process gaps and scope of shift left.
• Recritment & Onbording Management.
• Working with customer to understand their expectation and to agree the scope of each consulting project.
• Operational, Financial & Administrative Tasks adherence.
• Drafting and proposing of user stories based of events and woking closley with Automation team.
• Goals, Performance Management & Apprisal Management.
• Governance Reporting and Meetings.
• Heading a team of 22 Agents at Level 2.5 desk.
• Achieve and maintain contracted SLA levels. Reconcile SLA tickets and make sure performance reporting is accurate. Analyze SLA reports, determine root causes of misses and identify best practices. Action responsible organizations to correct service delivery problems.
• Work closely with stakeholder to identify the gaps and improve the process efficiency. Analyze recurring issues and implement corrective action plans. Single point of contact for inquires and escalations through e-mails and phone. Identify potential SLA misses and escalate them according to the defined procedure.
• Work closely with the Account Leadership and Service Desk team, client contacts and respective support teams to manage account's knowledge and identify areas where required technical or procedural knowledge is missing.
• Apply company policies and procedures required to deliver high quality services to clients.
• Build knowledge content, coordinate knowledge changes and implement the changes for all delivery teams (process and technical knowledge).
• Work across all Delivery Towers (PMO included) and assure integration and collaboration between each other, as well as the ability to share best practices with other Knowledge Managers, bringing the possibility to leverage knowledge from one account to another in a much easier manner.
• Preparing and maintaining activity/progress reports and time recording/management reports as directed.
• Adhere to editorial and quality specifications per Documentation Standards (Process Guidelines)
• Weekly Governance Meet with ServiceDesk teams to identify opportunities.
• Work with different technologies team to help in creating and building the SOW, SOP and technical documents.
• Worldwide support of all the Dell products which include Desktop, Laptop, Printers and Portables.
• Upselling all the products listed on Dell.Com as per company policies.
• Mentoring the team in-terms of professionalism and technical help
• Preparing Weekly and Monthly reports of employee performance.
• Preparing weekly transport and work schedule for the Team.
• Managing the Team in absence of Team Manager
• Member of Fun Committee - Taking care of employee engagement programs and Friday Fun programs.
• Attending Weekly and Monthly meeting with Area Managers
CUSTOMER SUPPORT ASSOCIATE
• First Line Support of Apple iPod, Mac PC and all Apple products
• Upselling Apple products to consumers
• Reporting Monthly, Quarterly and Yearly Sales to management
• Preparing weekly schedule.
AMC TEAM LEAD
• Sales and post-sales support of Computers, Network equipment's and Software's to Large Scale Industries and SMB.
• Managing and guiding a team of 15 Annual Maintenance Contractors (AMC's), who would go onsite to fix customer queries.
• Meeting new customers for a business contract.
• Upselling the new products
• Looking for new software's and hardware's available in market to improvise the business
First Line Support of Apple iPod, Mac PC and all
Apple products
• Upselling Apple products to consumers
• Reporting Monthly, Quarterly and Yearly Sales to
management
• Preparing weekly schedule
• Sales and post-sales support of Computers, Network
equipment’s and Software’s to Large Scale Industries
and SMB.
• Managing and guiding a team of 15 Annual
Maintenance Contractors (AMC’s), who would go
onsite to fix customer queries.
• Meeting new customers for a business contract.
• Upselling the new products
• Looking for new software’s and hardware’s available
in market to improvise the business