Advanced support group
Hewlett Packard
Total years of experience :22 years, 11 Months
• Handling escalations from partner sites
• Answer phone calls/chats from users/Supplier FLAs, in order to resolve specific problems
• Part of pilot projects for new products to create solutions.
• Evaluating performance of partner sites and providing them with constant feedback to improve customer delight.
• Testing and executing automated diagnostic programs developed to solve problems
• Testing new diagnostic tools.
• Validating hardware issue and authorizing replacements.
• Validating Service Events based on transferred calls from suppliers.
• Diagnosing and resolving software problems or conflicts
• Customizing software or hardware
• Identify reocurring problems and help users resolve them
• Suggest improvements and upgrades to hardware and software
• Responsible for providing remote support to all Level 1/Level 2TSS for Technical and Process issues on Calls
• Case Audits and/or survey audits to drive improvements
• Providing technical data requested by Research and Development Team
To procure material as per requirement.
Inspection of the material.
Handle the clearing of material from the port.
To ensure timely delivery of material to the client.
To ensure smooth transaction.
Quality Analyst
Roles and Responsibilities:
Monitor and evaluate a random sample of calls to ensure that quality standards are met.
Assess the calls for parameters mentioned in the Quality Score Card.
Provide feedback and coaching to increase the sales & productivity.
Ensure that there is an improvement in the agent’s performance.
Provide suggestion and solution to ensure adherence to quality standards.
Team Leader
Roles and Responsibilities:
Ensure that there is an improvement in the agent’s performance.
Adhere to Client defined quality norms.
Monitor quality scores of the team.
Monitor productivity and service levels.
Adhere to guidelines for code of conduct for self and team.
Analyze reports generated from the switch and clients.
Supervision, Managing and Overseeing: Front office including Front Desk, Guest request and complaints, Reservations, Guest Services, Night Audit.
Coordination, Communication, Management and Problem Solving.
Handling Check-in and Check-out, maintaining in house bank.
Supervision, Managing and Overseeing: Front office including Front Desk, Guest request and complaints, Reservations, Guest Services, Night Audit.
Coordination, Communication, Management and Problem Solving.
Handling Check-in and Check-out, maintaining in house bank.