Puneet Naagar

Experience

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  Redington India Ltd

  Aug 2005 - Mar 2006

  Worked

  as a tech support agent for HP,COMPAQ Consumer support with the following roles: 1) Handling inbound technical queries regarding the desktops only. 2) Provide Advance support on all hardware related issues related to consumer laptops and basic level support on software.

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  Convergys

  Mar 2006 - Jan 2007

  Technical support agent

  Corporate Support) with the following roles: 1) Provide basic support on internet related issues. 2) Provide support on wireless internet issues with the knowledge of following modems-Routers Motorola, Speed Stream, 2-Wire, Linksys, D-Link, Netgear and Netopia.

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  DELL International Service

  Jan 2007 - Feb 2014

  Technical team lead

  Roles & Responsibilities•Handling a team of 15-20 agents for Technical Support US voice process and managing/monitoring daily activities.•Providing them with technical assistance in resolving customer's issues remotely and over the Phone/Email. Also ensuring that the required Target for AHT, Productivity isn’t hampered at the same time.•Providing Feedback to the team/individuals to improve Resolution and Customer Experience. Feedback was provided after talking to Random Customers on the calls. Also outbound calls were made to random customers to get their views about the Service received.•To ensure that New Team members have their Login IDs and various Tools like Avaya, Remote Connection software, Call logging IDs working before going for the Production.•Acting as First Point of Contact for any Customer’s escalation (Technical/Non-Technical), also to ensure that post escalation the required measures are taken to make sure that customer won’t go to the next Level.•Development of Individual/Team action plan and presenting them to the Senior Management to achieve business goals. •Meeting the expectations as per the process requirement (SLA and AHT) by monitoring half hourly reports and highlighting the call outs and opportunity areas. •helping new hires in the mentoring process. Making them Buddy up with the tenured folks in order to understand the process better. Also conducting the Need based Trainings and taking Sessions to make them understand about organizations and Individual Metrics and Goals.•Sending Daily Productivity Reports using CMS Avaya which includes measuring AHT, AUX usage, OB% and log-in hours to ensure the goals are Met and to ensure smooth operation.•Performing call audits both Live and Recorded to ensure all Quality and Process parameters are met and customers are getting Quality Service. Also checking the call logs for accurate Data capture and measuring Various Tools usage. . Show less

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  Core Tech IT Services Pvt.Ltd.

  Apr 2014 - now

  Director