Experience

• 

  Hcl technologies

  Sept 2005 - Sept 2006

  Technical support officer

  Technical Support Officer - Front line support desk for BT Broadband customers, Manage customer technical queries over Inbound and outbound calls.- Support query related to Broadband connection- Setup email in Outlook and fix any issue with the application

• 

  Sutherland

  Nov 2006 - Jun 2012

   Worked as a Team Manager - Transition in Cisco Consumer Business Group in Sutherland Global Services, From 1st August To 24th October 2011 in Dubai.Roles and Responsibility:• Coordinate with the GTI team in installing the required tools and application required for the program.• Attended the Product and Process training along with the team and prepared a questioner to evaluate the consultant.• Worked closely with the Team Manager and the Sr.Program Manager to accomplish the Service delivery open items• Coordinated with the client and updated the client regarding the training process and development.• Conducted test and mock calls with the team to prepare for the go live• Frequently contacted the GSI,GTI team to prepare the reports to publish to the clients and to the senior management• Worked with the WFM team to prepare the shift schedule based on the client forecast and head count• Prepared the team to clear all the client test conducted after the product and process training.• After the launch on Process on 28th August 2011,Closely monitored the call arrival pattern, SL, AHT.ABN Rate.• Worked with the QA and TM to make sure the team achieve the target set by the clients• Monitored and Calibrated calls along with the Quality analyst to identify the improvement plan for the consultant.• Initiated training plans for the consultant, identified Top Call Generator and published the same to the team.• Identify call arrival pattern and planned the schedule according to that.• Participated in all the clients call and drive the team towards achieving the target as per SLA• Over the period the team is able to achieve the target in terms of AHT,SL,CSAT scores and ABN % Show less  Worked as a Team Manager in Microsoft PC Safety in Sutherland Global Services, From To July 2011 Chennai.Roles and Responsibility:• Responsible for the achievement of Customer Satisfaction objectives for services delivered by the team.• Handling Escalation calls for all Service Delivery Competencies, bringing situations under control.• Weekly and Monthly update of the Dashboard to the clients• Responsible for all technical queries for the team.• Maintain teams AHT, CSAT, Resolution rate• Monitor agents’ calls to find technical difficulties • Maintaining Shrinkage and Attrition • Review Support Engineer open cases and provide technical guidance. • Conduct case review meetings at least once a week • Technical Talks- present at least one technical presentation once a month.• Business Process Education: Guide Support Engineer’s on processes related to escalations, bugs, Knowledge Bases, Solution Object’s, case documentation, call transfer, etc. • Responsible for making sure top five to ten (5-10) issues are identified and communicated to the appropriate sources.• Ongoing customer satisfaction results analysis and corrective action plan development at the SP and team level.• Responsible for Program Case Wellness, Resolution and AHT targets Show less

  • Team Manager - Cisco Consumer Business

    Nov 2011 - Jun 2012

  • Team Manager - Transition

    Aug 2011 - Oct 2011

  • Team Manager

    Nov 2006 - Jul 2011
• 

  Vodafone

  Jun 2012 - now

  To ensure that Vodafone Account and Partner managers are able to engage effectively with their customers, and able to demonstrate a deep knowledge of the current customer situation and what is most appropriate for them in future.Responsible that all information that we hold regarding each customer, including contact names and numbers / emails, is complete and up to date. Maintain customer details centrally and ensure that the customer segmentation and hierarchies are appropriate and be prepared to investigate and resolve inconsistencies that may be as a result of data issues in other Vodafone functions.Work closely with Account and Partner managers and where needed step in and deal direct with the customer to ensure agreement of the right way forward and clear understanding of what actions Vodafone must undertake. Drive continuous improvement to the PLM framework – including refining the various PLM “journeys” and project artifacts* Deep understanding of customer situation in terms of current products held, usage patterns and other considerations, and ability to represent current and future position in documents that will support customer discussions throughout their transition journey* Ensure that customer data held in DWH is accurate and up to date. Ensure that inconsistencies are investigated and resolved, which may not be limited to data changes* Maintenance of centrally held documents and artifacts that can be used by Account managers for generic or specific customer engagement* Ability to support Account managers and deal directly with customers on their behalf if need be Show less • Main stakeholder and Service Desk lead for delivery on projects for both local and global operations.• Owner on behalf Service Desk for end to end launches and on-boarding of new services, products and systems, minimizing impact to customer/service/employee, influencing design and maximizing all opportunities to simplify and provide world class CXX.• Generate, own, drive and deliver CSI initiatives across local centers and globally. Including mentoring/oversight of Analyst activity.• Actively promote and drive cross functional problem and change management activity and improvements through to conclusion. • Support Operations globally to over achieve on KPIs and Customer Excellence Experience (CXX). Core competencies, knowledge and experience • Customer Centric (Obsessed).• Effective Communication up to and including Senior / Director level.• Problem Solving.• Confident to lead and deliver.• Ability to generate and take on global challenges and initiatives. Show less Roles & Responsibilities• Work on maintaining high quality service deliverable focused on customer satisfaction.• During this tenure worked with the Service Desks to migrate it to New CRM Tool• Maintain SLA Standard and work on performance improvement • Interact with the team on performance, areas of improvement and provide feedback. Discuss the Development plan and update them on their career goals.• Handle Escalation from customer, management and ensure all stakeholders are updated on the status until the issue is resolved • Liaise with Customers,L1,L2,EM team/Duty Manager/Service Incident Teams, Account & Service management Teams and Vendors.• Provide technical support to the 1st line team for Proactive and Reactive incidents Show less  Worked as a Deputy Manager in Vodafone Global Service Private LimitedRoles and Responsibility:• Manage the Front Line desk who support the carrier customer 24/7• Monitoring the team activity on all the KPI’s weekly/monthly.• Maintaining of reports on RiSLA MTTR week on week and do an analysis on both.• Share the WIP tickets and try to identify the reason for the backlogs • Participate in Assure call with customer and Service Manager to identify the process gaps and work on SIP on both the ends • Have regular feedback session with the team and provide feedback when and where required.• Actively participating in new product launch. RFO and War gaming• Training the team on new product and process.• Coordinated with HR and LT team on team development activity.• Handling Escalation calls from customers and Service Managers and work on SIR feedback.• Weekly and Monthly update of the Dashboard to the internal teams • Guide SD’s on processes related to escalations and Knowledge Base• Work on PSAT/ internal Survey results analysis and take corrective action plan on failing areas.• Do analysis on SLA failed tickets and provide feedback to the colleagues.• Being a spoke for BCM, prepare/test and share the feedback to the internal team• Prepare and share the Rota for the team (now guiding the SL to prepare the same)• Monitor the Shift Lead activity for the day, week and month • Monitor all L1,L2 and L3 ESC ticket progress.• Conduct fortnight team call via phone and brief the team on new updates. Show less

  • Channel Engagement Lead

    Sept 2022 - now

  • Senior Manager - Service Desk Specialist

    Aug 2018 - Aug 2022

  • Senior Manager

    Jun 2017 - Jul 2018

  • Deputy Manager

    Jun 2012 - May 2017