Harsh Bhalla

Operations Associate

Faridabad, Haryana, India18 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven expertise in incident and escalation management.
Strong background in customer service and support.
Effective people management in technology teams.

Stackforce AI infers this person is a Customer Support Manager in the SaaS industry with a focus on incident resolution.

Contact

Skills

Core Skills

ManagementIt OperationsCustomer ServiceIncident Management

Other Skills

Escalation ResolutionCustomer Escalation ManagementAccount ManagementResource ManagementEscalations ManagementTACMicrosoft OfficeMicrosoft ExcelService DeliveryNetworking

About

Experience in people management, client handling, incident management and escalation handling with a demonstrated history of working in the computer software industry. Skilled in Customer Service, Management, Networking, and Microsoft Office. Strong support professional with a Bachelor of Business Administration - BBA focused in Business Administration, Management and Operations from Sikkim Manipal University.

Experience

18 yrs 9 mos

Total Experience

6 yrs 3 mos

Average Tenure

11 yrs 7 mos

Current Experience

Capgemini engineering

2 roles

Operations Manager - Cisco TAC

Promoted

Nov 2021 – Present · 4 yrs 6 mos

Responsible for people management and service delivery as per SLA with Client for a
technology team.

ManagementIT Operations

Escalation Specialist (Cisco Sales & Accounts Team)

Sep 2014 – Oct 2021 · 7 yrs 1 mo

Virtual Accounts Manager mainly responsible to take care of all post sales customer escalations that are directed to the Cisco Sales and Accounts team & work in tandem with Customer, Sales Team and Cisco TAC to expedite the resolution of the issue at hand.
Needs to ensure that Cisco customers receive entitled services to their full satisfaction.
Reviewing the escalated cases and providing inputs & directions to TAC engineer. Involve TAC management wherever required to highlight the case severity for a prompt action.
Follow up, analyze case trends and formulate an action plan on how those that negatively impact customer satisfaction and/or Cisco operations can be eliminated.
Build and maintain strong partnerships with key stakeholders in all the technical assistance center's to allow smooth, efficient and positive working relationships.
Working with the Account Team to find out the bottle-necks in the TAC processes and work with higher management and escalation team to get the issues resolved fast.
Scheduling & coordinating conference call between Cisco TAC, customer & accounts team as and when required.
Documenting and reviewing the different operations of the technical support process.
Preparing Reports and Analyzing trend on Centre/ Technology/ Customer basis and help in making the process more streamlined.

Customer ServiceIncident Management

Dell

Warranty Cost Analyst

Feb 2009 – Sep 2014 · 5 yrs 7 mos · Gurgaon, Haryana, India

Improve customer experience, create value and facilitate revenue growth for enterprise customers.
Prepare and develop training modules for internal and external customers.
Conduct trainings for customers to ensure they get maximum out of Dell products and services.
Attend onsite client calls over conference and provide solutions on escalated cases.
Providing expertise solutions to tech agents and Engineer's onsite.
Analyze and improvise the quality of calls of tech groups.
Keep accurate records and document customer service actions and discussions.
Mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment.