Helpdesk Officer
xerox emirates l.l.c.
Total des années d'expérience :6 years, 3 Mois
WWW.XEROX.AE
Helpdesk Officer: Team leader - (2009 June to till now)
The key to customer retention is good customer service. Regardless of whichever industry one is a part of, customer care is of utmost importance. As a supervisor, I was responsible for the smooth functioning of the entire department; coordinating with team members & handling all the responsibilities mentioned below.
Job involves
• To fully understand the scope of the site specific SLA, deliver & sustain excellent service to ensure customer satisfaction, retention & profitable site growth.
• Responsible for continuous feedback regarding work flow, changes, and new requirements to ensure that timely action is being taken to satisfy customer requirements.
• Responsible to work with the team in regard to shifts, load of work, leaves, overtime to ensure team spirit, fair play and that there is minimum impact on Customer SLA.
• To provide excellent management of site (s) in order to have minimum machine downtime, to manage and control wastage/spoilage and to achieve targets.
• To ensure that all calls/tickets received are professionally handed in a proactive manner and that the call is closed in the shortest time as per the guidelines provided, and according to the Xerox standard and customer requirements.
Xerox Emirates L.L.C - Dubai
Customer Service operation
2007 - Till Present
Team Leader: Global Process System and Innovative Technologies - (Aug 2008 - May 2009)
Job involves
• Daily maintenance and operation of XEROX DC-252, WC 7335, WC 7232,
WCP-275, WC-245, P6115 Production Printers and MFPS.
• Install the printer on the laptops and PCs so that they print remotely.
• Installation and configuration of new network printers, scanners, MFPs etc.
• Generate Statistics Reports as per the Company Requirement & Inventory control Stock Maintaining and ordering of Stationary as per requirement, etc
Specialist Operator: HSBC Operations - Media City, Dubai - (May 2007- July 2008)
Job involves
• Direct Marketing, Designing and Mail Merging with Personalize letters to Bank Customers.
• Organize the work flow to meet the turnaround time & Customer support.
• Operating and trouble shooting of Xerox 92C printer & Xerox DC180 printer (printing Credit Card stmt, Accounts stmt, Customer Advice, CACS, Loans letter & etc )
• Operating and trouble shooting of NEOPST & COMPAQ
• Coordinate with Bank's Marketing Team for the Marketing campaign its implementation.
• Coordination with outside venders for job related issues and Marketing jobs.
• Generate Statistics Reports as per the Bank Requirement & Inventory control Stock Maintaining and ordering of Stationary as per requirement, etc.
NHAI (National Highway Authority of India) - Mangalore
Customer Service operation
Customer Service Representative: NHAI (National Highway Authority of India) - (June 2006 - April 2007)
Job involves
• Responsible for continuous feedback regarding work flow, changes, and new requirements to ensure that timely action is being taken to satisfy customer requirement
• Higher Secondary School (Board of Karnataka) • Diploma in Computer Application - which includes Tally, CorelDraw, Photoshop.
• Diploma in MS Office - MS word, PowerPoint, Excel, Email, Outlook, internet. • Trained on SAP interface