Harsh Dhandhukia

Experience

• 

  KServe BPO Pvt. Ltd.

  Jul 2010 - Apr 2011

  Customer Service Representative

  Worked for Naaptol Process as a Customer Service Representative.Look after the customer complaints and ordered products to get delivered within 7 working days at the given address.Work on MS-ExcelFollow up with Vendors on Gmail and via Telephonic.Replacing, Repairing the products as per customer complaints and also providing Cash Back within 7 working days as per the belonging Vendors.

• 

  NCR Corporation

  Apr 2011 - Sept 2015

  Senior Operations Executive

  Handled process of ATM Machine for (STATE BANK OF INDIA) all over INDIA.Monitoring ATM processDispatch call to the concern CIT as per the problems.Escalating the call to CIT as per the problems to resolve it in TAT of 2hours.Work on MS-Excel, MS-Outlook, Windows Live Messenger and on CISCO Calls to coordinate with the Customers (Branch Persons and CIT)Looking after technical issues for ATM Down, Cash Dispenser, Card Reader, Receipt Printer, Journal Printer and Cash Out.Handling Team.Multi Tasking and effective communication across and within team.Reports generation End of Day. Show less

• 

  FSS

  Sept 2015 - Jun 2019

  Senior Operations Executive

  Worked as a Senior Executive.Handling process of ATM Machine for (STATE BANK OF INDIA).Monitoring ATMs of MUMBAI, BHOPAL and LUCKNOW Region.Actively take ownership and resolve any incidents or problems that occur in ATMs by following provided escalation matrix and updating the record in system.Working closely with ATM vendors and other internal\external partners.Quick and efficient in working open hardware tickets, making sure action is being taken to remedy any problems that are occurring on the ATMs.Frequent Error in machine is taken into consideration with concern OEM Vendor for permanent resolution and for better UPTIME.Work on MS-Outlook, MS-Excel, CISCO Calls to coordinate with the Customers (Branch Persons, Channel Managers, CIT, OEM Vendors)Generating Reports from ESQ Tool of Non Operational and Out of Service ATMs to maintain Uptime and to resolve it in TAT.Preparing Current State Report everyday to Bank. Work on chronic data every end of the month. Maintaining record of frequent hardware faults to take up with OEMs for Preventive Maintenance.Keeping Track of Uptime and Downtime of ATMs on daily basis.Penalty Reports generating every End of the Month. Show less

• 

  Vakrangee Limited

  Jun 2019 - Feb 2024

  Prepare the necessary MIS on the support issues and report to the respective departments.Planning of regular preventive maintenance calls every quarter with OEM vendors/In-house Team.Penalty calculation every quarter for out of TAT calls Tier wise.Co-ordinating with OEM vendor for Fallback transaction cases found in a month for permanent resolution by replacing required ATM parts in machine.Work on chronic data to fix the issue.Handled escalations of long pending cases for resolution. Show less Set-up and Organize the helpdesk department for providing technical and operational support for ATM services to the customers, franchisees and field staff.Prepare and keep updated the requisite helpdesk materials, FAQs for the ATM services.Set-up and implement a technologically advanced help-desk monitoring and resolution system that will document the handling of support issues and its resolution.Training the helpdesk team- Ensure requisite training of the helpdesk team.Planning the helpdesk function to ensure fair distribution and optimal utilization ofhelpdesk resources. Escalate the unresolved issues to the respective business heads, business partners, support services heads and other field staff and ensure that the issues are resolved. Show less

  • Manager

    Nov 2021 - Feb 2024

  • Assistant Manager

    Jun 2019 - Oct 2021
• 

  NCR Atleos

  Mar 2024 - now

  Associate Manager