Escalation Manager
hewlett-packard(hp)
Total years of experience :17 years, 1 Months
I am currently part of a team of 10 escalation case managers, responsible for taking care of all HP key accounts including Global 1K accounts.
My job responsibilities include:
• Cost
- Responsible for meeting effective cost utilization targets for issue resolution.
- Part of core team formed to increase service and solution efficiency.
• Customer
- Final point of escalation for HP PPS product group which includes two business units, namely the computing unit (PSG) and the printing unit (IPG) across enterprise, small medium business and consumer segment of customers.
- Responsible for meeting and exceeding TCE (Total Customer Experience) scores
- Assuring the Service Level Agreement is well met at process level and customer gets timely service
- Ensure that all 1LS and 2LS are technically competent to provide accurate and speedy resolution to HP Customers
- Enable differential support experience for all key HP accounts.
• Operation Excellence
- Analyzing process data to focus on areas of improvement and sharing best practices
- Assisting in the process escalations through devised channels
Escalation Case Manager June' 2013 - Present
• Cost
- Responsible for meeting effective cost utilization targets for issue resolution.
- Part of core team formed to increase service and solution efficiency.
• Customer
- Final point of escalation for HP PPS product group which includes two business units, namely the computing unit (PSG) and the printing unit (IPG) across enterprise, small medium business and consumer segment of customers.
- Responsible for meeting and exceeding TCE (Total Customer Experience) scores
- Assuring the Service Level Agreement is well met at process level and customer gets timely service
- Ensure that all 1LS and 2LS are technically competent to provide accurate and speedy resolution to HP Customers
- Enable differential support experience for all key HP accounts.
• Operation Excellence
- Analyzing process data to focus on areas of improvement and sharing best practices
- Assisting in the process escalations through devised channels
CAREER SNAPSHOT
Hewlett Packard, Bangalore, India (12 May 2010 - Present)
Senior Operations Engineer-Control Tower March' 2012 - May 2013
• Weekly review of team score card post discussion with stake holders over bridge calls to analyze shortcomings, exploring areas of opportunities and formulating action plans to rectify the failures.
• Formulate action plan for prevention of escalations and improving customer satisfaction.
• Train and help improve front line engineers' technical skill sets.
• Responsible for team score card improvement by effectively managing service delivery for the customer.
Technical Support Engineer May' 2010 - Feb' 2012
• Responsible for handling technical issues for the customers.
• Member of the first multi- product and multi support specialty team in HP PSG.
• Displayed good analytic and troubleshooting skills.
• Handled escalated cases for the team sent across directly by higher management.
Carnation Auto India Pvt. Ltd. (Nov 2009-April 2010)
Customer Relationship Manager, Nov 2009 - April 2010.
• Handling highest level of complaint escalation and resolution for the unit (State of Kerala)
• Responsible for handling team of 15 customer care executives and front office staff.
• Enhancing business through the customer care team by means of tele-calling.
• Enhancing business growth through various verticals of the organization by means of seminars and presentations.
HDFC Bank Credit Cards (Cochin): Customer Service Officer (April 2007-October 2009)
• Responsible for handling escalation issues involving ombudsment.
• Responsible for handling customer calls to resolve sales and service issues.
• Ensuring customer feedback on resolved queries to assess quality of service, drafting mailers and other correspondences for customized deals and preparing reports pertaining to customer response against offers.
• Generating MIS for call velocity, classification of call types & complaints
• Also meeting targets of cross selling of products like Loans From Credit Cards, Insurance From Credit Cards, Balance Transfer From Credit Cards individually, so that Credit Card Service as a department is converted from a cost center to a profit center.
Master of Computer Application Institute/University: Anna University Percentage: 78% Graduation: April 2007.
Bachelor of Computer Application Institute/University: Mahatma Gandhi University. Percentage: 73%. Graduation: June 2004.
