Vaibhav Urs

Experience

• 

  Wipro

  Nov 2012 - Apr 2016

  Senior Help Desk Engineer
• 

  Dell Technologies

  May 2016 - Aug 2018

  Sr Associate, Client Tech Support

  -Responsible for building intelligent chat bots which can understand customer queries and provide accurate troubleshooting and resolution steps to the customer.-Managing Sprinklr capabilities for efficient queue management within the Social Media support environment. Capability development involves the design of the overall solution, configuration of the tool managing Sprinklr Consultants and their deliverables.-Key advisor to the Social Media leadership team to recommend north star capabilities in the tool. You will drive roadmap discussions with vendor Sprinklr and track deliveries.-Part of all business process changes discussions to understand the technology/tool requirement and build process flows for tool configuration.-Lead day-to-day break-fixes, trouble tickets tracking, root causing, build efficient solution improvements. You will be the go-to person for all engagement tool downtime or real-time problems Show less

• 

  Infosys BPM

  Sept 2018 - now

  - Process definition and documentation.- Training needs analysis and enablement for team upskilling. Ensuring the team has a domain, operational and behavioral competencies to scale. Includes hiring of new talents as well.- Resource planning and deployment for ongoing/new projects. - Budget planning and allocation.- Driving quality control, assurance, and improvement across levels to deliver high-quality programs.- Defining KRAs and KPIs for the team that aligns with organizational goals while ensuring the personal growth of team members.- Project management through AGILE methodology. Creating scalable processes and monitoring systems to ensure delivery predictability.- Monitor process compliance and periodically update SOP as required as a part of the quality plan to adhere to the process.- Work with cross-functional teams to resolve customer issues within SLA.- Identify gaps in the existing process, create a roadmap for improvement and implement the re-engineered initiatives to meet client and internal commitments continuously.- Include Automation and Generative AI in daily operations to yield the best result. Show less - Process definition and documentation.- Training needs analysis and enablement for team upskilling. Ensuring the team has a domain, operational and behavioral competencies to scale.- Resource planning and deployment for ongoing/new projects. - Budget planning and allocation.- Driving quality control, assurance, and improvement across levels to deliver high-quality programs.- Defining KRAs and KPIs for the team that aligns with organizational goals while ensuring the personal growth of team members.- Project management through AGILE methodology. Creating scalable processes and monitoring systems to ensure delivery predictability.- Monitor process compliance and periodically update SOP as required as a part of the quality plan to adhere to the process.- Work with cross-functional teams to resolve customer issues within SLA.- Identify gaps in the existing process, create a roadmap for improvement and implement the re-engineered initiatives to meet client and internal commitments continuously. Show less -Transition Coordination by Conducting Process Training & Certification for the team to ensure right skilling.-SLA Compliance by Executing transactions as per prescribed guidelines and timelines to meet SLA targets. -Process Compliance by Executing transaction processing in order to meet quality standards by conducting QC/ QA programs. This is a part of the quality plan to ensure adherence to process. -Customer Interaction by Handling/ helping to resolve escalations at the process level to ensure high customer satisfaction. -Knowledge Management includes Reviewing and validating the inputs from PEs and creates case studies/FAQs to capture tacit knowledges. -Process Reengineering involves Participation in the ideation process and produces the documentation and trains the team on the reengineered process to meet client and internal commitments on a continuous basis. Show less

  • Assistant Manager

    Jan 2023 - now

  • Team Lead

    Sept 2021 - Dec 2022

  • Process Specialist

    Sept 2018 - Aug 2021