Poonam Walia

Experience

• 

  Wipro Technologies

  Aug 2012 - Feb 2014

  Tech Support Associate

  •. Worked as Technical Support in UK based ISP company (Talk-talk & Aol) •. Resolved customer’s issues through ISP related troubleshooting

• 

  Dell Technologies

  Mar 2014 - now

  • Ensure quality metrics are measured, monitored & improved towards total customer delight.• Develop strong customer focused orientation• Engaging team members to provide feedback and suggestions for performance improvement.• Documenting defects and recommendations for improvement• Analysing training needs and accordingly impart training• Preparing and presenting quality audit reports to senior leadership team• Providing constructive feedback through both criticism and praise in a respectful, clear, and consistent manner.• Evaluating Customer’s comments to understand customer needs and expectations Show less

  • Technical Support Manager

    Feb 2022 - now

  • Quality Analyst

    Mar 2020 - Feb 2022

  • Technical Support Expert ( Advanced Resolution Expert)

    Aug 2016 - Mar 2020

  • Technical Support Specialist

    Mar 2014 - Jul 2016