Oct 2012 – May 2016 · 3 yrs 7 mos · Banglore

• Implemented Daily & Weekly reports in order to measure the health of the service and take preventive measures well in advance.
• Trend analysis on a regular basis and highlight any surge in volumes to relevant stakeholders.
• Be part of the monthly Service Provision review meetings with all CSM’s (Client Service Manager’s)
• Implement SIP, CSIP thereby enhancing the overall service levels & building the confidence in the client.
• Identify quick wins during crisis & implement preventive measures for future references.
• Identify areas of improvement & map them against quarterly performance review for staff.
• Keep a track of current & potential EUS (End User Services) capacity requirements.
• Induct graduate/Freshers batch (minimum 50 staff) every year.
• Be the bridge between transition/implementation teams & BAU during acceptance stage of new services.
• Work with Pre-sales/Bid teams in developing QMS (RFI, RFP & RFQ’s - Preparing proposals, sharing costs, terms & conditions)
• Coordinate the production of the monthly finances; ensure all costs & recoveries are showcase trends.
• Undertake analysis of financial impact for new business against staffing requirements
• Educating key elements on productivity & staffing levels to leads; thereby encouraging them to concentrate on efficiencies and first time fixes.
• Keep a tab on M&E expenses of the centre by overseeing the expenditure on a monthly basis.
• Identified potential efficiency improvements areas (Usage of KB while on calls, populating scripts through call logging tools, warm transfer of calls from 1st level to 2nd level thereby reduce the AHT
• Identified initiatives for potential cost savings
• Work towards reduction of ACOL targets
• Identify areas depending upon the feedback’s received & re-work on the gaps (training assessments, tests, periodic review of instructions)
• Ensure appropriate handover is in place & is met at all times between training team and operations (implementation of employee life cycle program)

Oct 2010 – Oct 2012 · 2 yrs · Bangalore

• Ensure the all Service Desk measures defined in the OLAs for all clients (i.e. clients supported by the Service Desk) are achieved efficiently
• Liaise with other SD-Service Owners at other locations to assure continuous support for clients (i.e. where clients are serviced across multiple locations).
• Implement any operational efficiencies on an as is basis
• To review and approve OLAs at contract renewal
• To review changes to client metrics (e.g. call volumes, service levels, etc.)
• To implement new services for existing clients (N.B. under change control).
• Ensure that Service Level, quality and service desk efficiency targets are pro-actively managed and delivered at all times whilst ensuring a positive working atmosphere prevails. Ensuring that all work is carried out in accordance wit ITlL Incident Management guidelines
• Liaise with the Planning and Scheduling team regarding operational issues and priorities.
• Encourage excellence by working closely with Team Leaders in order to improve performance
• Work closely with leaders to encourage increased motivation levels through continuous self-development and recognition
• Prepare detailed monthly and adhoc reports on call quality, call volume, performance
• Promote excellent communication Team Leaders and analysts to ensure that everyone is kept fully informed of all issues affecting the Service Desk. Team meetings and one to one’s to be held on a regular basis
• Ensure compliance to ISO 9000 and ISO 27001 procedures

Apr 2007 – Oct 2010 · 3 yrs 6 mos · Bangalore

• Work with TL’s in identifying the pain areas during day to day operations and implement procedures to help tackle the same (causal analysis reports, Escalation/Complaint management mechanism)
• Ensure that Service Level, quality and service desk efficiency targets are pro-actively managed and delivered at all times (implemented stack ranking, weekly team performance reports, rewards and recognition for top performers, guidance and PIP’s for staff who are lagging behind)
• Agree and manage priorities with Team Leaders and relevant Support Staff (fortnightly team meetings to ascertain the health of the service and re-work on the approach to achieve the KPI’s).
• Implemented performance based objectives based on the agreed KPI’s with the clients.
• Set additional KPI’s (C-SAT, Minor Incident Management, 3 strike rule policy) to improve the overall perception of the service.
• Ensure team is audit ready at all times (implemented random and adhoc audits of various teams)
• Encourage open door policy, and arrange skip level meetings, Team meetings and one to one’s to be held on a regular basis to understand the pulse of the estate.
• Ensure appropriate training and development for individuals and teams.
• Work proactively with the Quality Team to develop new procedures to continuously improve the performance of Customer Services.
• To develop and maintain a professional working relationship with clients and CSM’s.
• Actively employ, share and contribute to the company's knowledge base

Apr 2005 – Mar 2007 · 1 yr 11 mos · Bangalore

• Manage all aspects of the team’s performance (call handling, timekeeping & absence reporting)
• Escalate any resource issues such as sickness to Ops Mgr to ensure there is cover as appropriate.
• To provide support to analyst in areas of customer service & call handling by regular contact.
• Provide assistance to analysts with in-depth technical queries
• To maintain awareness of the call volumes/queues to ensure agreed SLA’s with clients are met.
• Responsibility for maintaining all queues at a manageable level in line with the OLA.
• Hold regular meetings with Ops Mgr (& CSM as appropriate) to review agreed KPI’s.
• Actively seek to identify, agree & implement better ‘’ ways of working’’ to improve efficiency and reduce costs
• To identify specific training/skills needs for the analysts & liaise with the Training department to ensure development takes place.
• To organize & conduct regular Team Briefings with documented agendas & minutes
• To provide a positive & enthusiastic approach to work and the work environment at all times
• To provide a motivating environment for all members of the team

Apr 2004 – Mar 2005 · 11 mos · Bangalore

• Be readily available to answer calls in a professional & efficient manner thereby providing a positive image of the company and be the first point of contact to customers.
• To ensure work carried out in accordance with ITlL Incident Management guidelines
• Log calls via the appropriate call logging tool & provide technical fix at the first attempt.
• Add value to the team environment by being enthusiastic & maintaining a positive attitude.
• To achieve teams & personal performance goals as defined by the company
• Ensure calls/tickets returned to Service Desk are reassigned without delay
• Actively employ, share & contribute to the company's knowledge base.
• Record comprehensive details of all Service Desk calls
• Perform Customer Call backs on a daily basis.

Nov 2002 – Apr 2004 · 1 yr 5 mos · Bengaluru, Karnataka, India

• I provided support to U.S.A customers who purchase laptops from DELL.
• I worked for 18 months in Dell International Services as a Senior Technical Support Executive.
• During this period I was:
• Trained in handling technical issues relating to Dell Laptop’s.
• Providing technical Support for U.S.A customer’s relating to laptop issues.
• Troubleshooting over phone and analysing faults relating to all issues with DELL hardware and software.
• Technically trained in handling calls dealing with the removal of hardware parts over phone, or providing any sort of software support internal to the company.
• Fix 80% of issues raised by customers in the first attempt (FCR - First Call Resolution)
• Maintain high standards of customer service and take end to end ownership of issues whenever needed.