Suresh Surendran

mainly involves interacting with customers and business partners, either
in person or through phone calls. CRM(HOTSOFT)

Managing inventory of car accessories in the store. Creation of quotations
and Invoices for the approved quotations and job completed
Negotiation of the quotations provided to the customers.

Troubleshooting issues with NVR, DVR, IP and Analog cameras (POE and
Wi-Fi) ✓ Monitoring calls, Scrubbing Tickets and providing feedback to
agents. Monitoring call queue and assigning breaks to the agents.
Providing training and OJT to new hires.
Trouble shooting issues with Amcrest Cloud, GPS trackers and other
devices used by customers.

Handling escalated calls from Critical Clients on all issues.
Handling inbound calls for Americas, APAC and ANZ regions and
follow-ups with outbound calls. Good knowledge in speech
recognition process, Hospital workflow process and Clarity EMR
system. Good knowledge on HIPAA and PHI. Handling Critical tickets
and providing resolution within SLA. Assigned as a part of Agent
Support Group (ASG). Assigned to deploy, install, maintain and
troubleshoot MModal software using LANDesk Core Server

Handling inbound calls for Americas, APAC and ANZ regions and
follow-ups with outbound calls. Handling Escalation calls from end
users on critical users. Software/hardware and basic network
(TCP/IP, DHCP, DNS errors) troubleshooting of dell computers
(Consumer based). Effective Resolution of Virus-Related Issues and
Antivirus Maintenance and Configuration. Sales positioning for fee
based issues. Effective Resolution of Internet related issues. Accurate
case logging in Seibel and Dell Serve. Maintain good customer
experience over calls. Email Configuration and troubleshooting of
email clients (Outlook, Windows Live Mail, etc.) Troubleshooting
Hardware and software related issues on Dell Company provided
Desktops and Laptops to end users.