Teamleader
Systweak - The Phone Support
Total years of experience :13 years, 3 Months
Handling team of 15 FTE's.
Handling escalated calls.
Develop strategy the team will use to reach its goal.
Provide required trainings team members need.
Communicate clear process updates and instructions.
Monitor team member's performance and give them feedback if required.
Create performance dashboard and distribute to management for performance review.
Maintain team shrinkage as per process requirement.
Prepare monthly shrinkage, attrition, incentives
Handling customer based in United States, Canada, United Kingdom and Australia and provide Voice based troubleshooting support & sales for all Apple Computers and all the i OS devices, over remote troubleshooting software and resolve technical queries based on customer’s query (includes: Software installation, network troubleshooting, software support on additional external device like Printer, Scanner, Router)
Provide Voice based troubleshooting support to customers for Windows Vista, 7, 8.0 & 8.1 and for Microsoft Office 2010, 2013 & 365, over remote troubleshooting software and resolve Technical queries based on customer’s query and troubleshooting related to any computer/peripherals/networking related issues.
Help in achieving SLA’s specially AHT and FCR
Communicate Quality standards and maintain customer satisfaction Index.
Taking care of activities directly related to making products or providing services. Manage, Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.
Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement under supervision of General Manger.
Manage staff, preparing work schedules and assigning specific duties.
Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes with General Manager.
Plan and direct activities such as sales promotions, coordinating with other department heads as required to generate revenue.
My Primary Job Profile is to generate revenue by Meeting with clients and arranging business deals and to manage occupancy percentage specially in off season.
Taking care of individual guests but also typically meet with large groups, such as Corporate, Government department, Travel companies to book stay, conference, meetings and leisure trip.
Also taking care of banquet bookings which includes Marriage functions.
Joined Genpact (GE Capital) in 2004 as Process Associate, later promoted to Resident Expert (Team Leader).
Worked majorly with 3 different business segments within the organization (GE United States Equipment Financing, GE Healthcare Financial Services and GE Corporate Financial Services).
Key Contributions:
Transaction of Cash Reconcilation Process from GE CFS Chicago IL to Genpact India through OJT (on job training) in Oct 2006.
Successful transition of Cash Application (wires) Process from Healthcare Financial Services- Latin America, Miami FL to India through OJT (on job training) in June 2005.
Part of Remote transition team for a new business GE TFS acquired by CEF
Documented Standard Operating Procedures for LA wires in a very structured manner, leading to immense Customer delight
Documented Standard Operating Procedures for GE CFS in a very structured manner
Implemented a workflow solution to track unidentified vouchers for HFS LA Wires
AML Audit on monthly basis, tracking/escalating to audit team and Preparation of monthly reports for AML.
Rewarded by Customer as a part of the USEF Core team for successful ramp-up of 12 FTE’s as a part of the USEF Transp. Portfolio for excellent performance & Successful Quarter close with Zero vouchers.
Taking care of branch sales.
Taking care of corporate and government sales
Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails
Maintain and expand the company’s database of prospects
Emphasize product/service features and benefits, quote prices, discuss credit terms, and prepare sales order forms and/or reports
Enter new customer data and update changes to existing accounts in the corporate database
Troubleshoot customer service issues, installing, configuring the device drivers and software.
Effective writing and interpersonal communications. To use information and technology effectively. To integrate and manage administrative systems. To apply contemporary theories of organisational behavior. Administrative functions like planning, organizing, staffing and control.