Associate Manager
lenovo
Total years of experience :20 years, 6 Months
Manage Tech support metrics, suggestion on matrices calculation. Manage Partners with performance, & help with technical support.
Since Nov '09 Technical Support Specialist
Current Role: As Technical Support Specialist
• Job responsibilities include, providing technical, hardware and basic software support to the team.
• Identifying agents/products for trainings and providing training, to help improve scores.
• Conduct weekly knowledge checks to the team.
• Regular call Audits to ensure technical and communication quality.
• Maintain a balanced score card, which would include Customer Experience, eXternal Problem Resolution, Repeat Dispatch Rate, Resolved Rate, Average Handle Time, Calls per Rep per Week, Margins.
• Taking escalation calls. Taking 2nd level heat check calls.
• Scrubbing cases, to ensure everything including technical aspect and process is followed correctly on the call/case logs, and provide feedback to agents if necessary.
• Have regular 1x1 with agents, to understand technical needs.
• Manage Avaya, to ensure maintain service levels, with maximum successful intervals.
• Attend conference calls with L3s to ensure all the burning issues and new found issues have a quick resolution.
• Conduct regular team engaging activities with the help of the Team Manager, like creating awareness of new products, new process, sharing team performance and fun activities.
• Worked on XPR improvement project for the entire LOB, improved BQ performance.
• I was given the ELS (F60) queue to handle looking at my performance in the core queue.
• I won the Bronze award for Q3 FY12, best TSS award for Q2 FY13 & Bronze award Q3 FY13.
As Advanced Technical Support Representative
• Taking maximum calls, to meet my CE, Revenue and CRW targets.
• Ensured that the best customer experience is provided to each and every customer.
• Providing help to my team member with technical issues.
• Taking escalations in the absence of my TSS.
• Send reports to the team, which include CE, XPR, Ri1 and RDR, report and scrubs
• I won the Star of the Quarter Award for 3 quarter in a row (Q2, Q3, Q4 of FY08)
As Resolution Expert
• Taking escalation call.
• Publishing reports to the team.
• Conduct team meeting on performance along with the TSS.
• Preparing decks related to the warranty cost metrics, presentation to Area Manager.
• I won the Star of the Quarter Award for Q2 FY07. Best REX for Q3 FY07.
As Technical Support Associate
• Initially started with APAC, learnt technical troubleshooting.
• In 6 months I was moved to EMEA, where initially I spent some time learning the process, tools and technicality of laptop troubleshooting.
• Taking maximum calls, ensuring I met business goals and learnt more about the business.
Since Nov '04 Dell International Services, Bangalore
Oct '07 - Nov '09 Advanced Technical Support Representative
Jun '06 - Oct '07 Resolution Expert
Growth Path: Nov '04 - Jun '06 Technical Support Representative
Dec '03 to Nov '04 M-Source
Dec '03 to Nov '04 Collection Agent
* Job responsibilities included speaking to customers with Citibank credit card in the US and recover payments
• B.A. (English & Communication) from Tamil Nadu Open University.