Gajalakshmi K

Experience

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  Dell International Services, Bangalore, India

  Feb 2004 - Dec 2009

  Senior Customer Service Executive

  As Customer care representative• Providing Customer Support to North American Customers• Handling escalations for all the non technical policy & procedure related queries.As Out bounder / Case Manager • Maintaining the case documentation data for teams.• Calling back the customers to resolve their non technical escalations to drive customer experience.• Responding to customers’ emails received in Dell global email inbox & resolving their non technical issues or queries through email responses.• Auditing cases created by agents• Providing feedbacks & coaching the team members on accurate case login adherence.• Coaching the call taking agents on policies & procedures.As Advanced Support Group Specialist • Providing expert level policy & procedure knowledge support to agents working for North America in all Dell sites through phone & chat• Handling escalations for customers from North America through emails.• Conducting Training sessions for Policies & Procedures.• Mentoring inbound call taking agents.• Conducting Training sessions for Policy & Procedures.As CSI Process Expert (CSI: Customer Satisfaction Initiative)• Providing product technical specification knowledge support to agents working for North America in all Dell sites through phone & chat.• Providing product accessories parts compatibility information.• Providing expert level policy & procedure knowledge support to agents working for North America in all Dell sites through phone & chatAs Consumer Technical Support• Providing Technical Support and handling call escalations for hardware technical issues from north America retail customers to resolve them till their satisfaction• Recommending beneficial accessories to the customers to meet sales target and to make revenue for the company.• Providing product technical specification knowledge support • Providing expert level policy & procedure knowledge support Show less

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  CONVERGYS INDIA SERVICES PRIVATE LIMITED

  Dec 2009 - Jan 2014

  Senior Quality Advisor

  • Evaluate calls of agents to enhance call handling skills & procedures. • Ensure agents are following & adhering to the policy & procedures of the program.• Calibrate calls with clients to streamline process.

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  Adaptive US Inc.

  Jan 2022 - now

  Customer Success Manager