Shashank Srivastava

Experience

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  [24]7

  Sept 2012 - Oct 2013

  Social media advisor for citibank

  Worked with [24]7 INC for Citibank Credit Cards (U.S Customers) from 8TH Sep 2012 till 4TH Oct 2013 • WORKED FOR [24]7 INC FOR NONVOICE PROCESS ON THE POST OF SOCIAL MEDIA ADVISOR FOR 1.5 YEARS.• WAS AWARDED THE BEST PERFORMER AMONG THE TRAINEE FOR THE FIRST MONTH ON FLOOR.• WAS AWARDED THE BEST PERFORMER OVERALL FOR FIVE MONTHS AND WAS IN TOP FEW ALL THROUGH OUT THE CAREER IN THE COMPANY. • WAS HANDLING THE TRANSITION TEAM AND WAS A LEADER WHEN IT COMES TO DRIVE PERFORMANCE. Show less

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  Convergys

  Nov 2013 - Sept 2015

  Sr. Technical support engineer

  Working With Convergys For An American Telecom Company from Nov 29 2013 till date.• WORKING WITH CONVERGYS FOR AT&T U-VERSE TECHNICAL SUPPORT.• WAS A MENTOR FOR THE THE TEAM RIGHT FROM STARTING, MY CHAT WAS THE ANNOUNCED THE BEST CHAT ON THE FINAL TEST FOR CCT TRAINING.• WAS KEY CONTRIBUTOR A COUPLE OF TIMES AND QUALITY CONTRIBUTOR ON AVERAGE.• WAS PROMTED AS AN FLOOR SUPPORT AND THAN AS A SME(ESCALATION DESK AGENT) SME With Convergys from May 2014 till date.• EXPERTISE IN PROCESS KNOWLEDGE AND HANDLING ESCALATIONS CALLS.• COACH AND EDUCATE TEAM MEMBERS TO LEARN FROM THEIR ESCALATIONS THUS EMPOWERING THEM TO RESOLVE MORE ISSUES THEMSELVES.• COACHING, GIVING FEEDBACK ,TAKING PRE-SHIFT AND POST-SHIFT AND UPDATING THE TEAM WITH UPDATES WERE/ARE MOST IMPORTANT TASKS.• MONITOR PERFORMANCE ACCORDING TO THE STANDARDS AND TAKE NECESSARY ACTIONS TO COMMUNICATE, ADVISE AND ASSIST ACCORDING TO PERFORMANCE LEVEL.• ASSIST TEAM LEADER WITH COACHING AND MONTIORING SESSIONS. • HAVE WORKED AS ACTING TEAM LEADER FOR MOST OF TIME WHEN EVER THERE WAS A NEED.• PROVIDE COVER IN THE ABSENSE OF TEAM LEADER IN RELATION TO DAILY OPERATIONAL TASKS.• KNOW HOW TO HANDLE A TEAM AND GET THE WORK DONE. Show less

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  Dell Technologies

  Oct 2015 - now

  Global Dell Outlet | GDO GSB Quality | Warranty Audit - | Warranty NPI | Reseller Warranty | New Warranty | SNP Audits - | New SnP Audit | Refurb Monitor Audit | Inventory Audit | Coupon Audit- | DFH Coupons | DFB Coupons | EMEA Coupons | RPA - Automation Anywhere - A360| Power Automate | SSRS | SSIS | SQL| Automated Solution for Mod Creation for US & EMEA|Self Audit Automated Solution for Monitor Association | Fixed Highly Used & Complex ExCom and Warranty Bot| Warranty Process RTB and Process Improvement| Show less

  • Automation Product Manager

    Feb 2024 - now

  • Sr. Analyst Sales Operations

    Dec 2021 - Feb 2024

  • Sales Operations Analyst

    Feb 2019 - Dec 2021

  • Business Specialist

    Feb 2017 - Jan 2019

  • Sr Technical support officer

    Oct 2015 - Feb 2017