MelvinderRajPal Singh

Experience

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  CIMB BANK BERHAD

  Jan 2016 - Jun 2016

  Contact Center Consultant

  • Coordinated cross-functional teams to resolve multi-departmental inquiries quickly and effectively for clients.• Implemented proactive communication techniques to address potential customer concerns before they became critical issues.• Reviewed monthly KPIs against targets regularly Identified trends and implemented corrective action plans to ensure consistent achievement of contact center objectives.• Trained new employees on company policies, procedures, and contact center best practices for seamless integration into the team.• Monitored quality assurance standards within the contact center, consistently meeting or exceeding established benchmarks for service excellence.• Reduced average call duration by implementing efficient call routing strategies and optimizing agent skill sets.• Championed customer-centricity within the organization, fostering a culture of continuous improvement and commitment to delivering exceptional service experiences.• Enabled seamless information sharing among team members by implementing a centralized knowledge management system, reducing call handling times and promoting accuracy in resolving inquiries. Tunjukkan kurang

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  Atos

  Jul 2016 - Jan 2018

  Service Desk Analyst L2

  • Optimized service desk performance by analyzing metrics and identifying areas for improvement.• Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.• Assisted in the selection and implementation of service management software, enhancing overall support capabilities.• Elevated customer service standards by delivering empathetic and knowledgeable support during high-stress situations.• Developed training materials for new service desk analysts, resulting in faster onboarding and increased productivity.• Established strong partnerships with vendors and third-party providers to expedite hardware and software issue resolution.• Improved customer satisfaction ratings by providing timely, accurate, and professional support to end users. Tunjukkan kurang

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  GE

  Jan 2018 - Sept 2023

  Senior Service Desk Analyst

  • Spearheaded initiatives to improve the service desk knowledge base, resulting in more effective self-service options for end users.• Championed a culture of continuous improvement within the service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions.• Monitoring chat que over and managing L1 agent aux over the weekend• Assisting user via remote support tools to resolve software and Windows related issue• Assisting user with updating machine bios, drivers and installing Windows update patches when required• Setting up corporate layer on user new machines Troubleshooting issues/bug with Windows layer, resetting and reimaging machines when required• Increased first-call resolution rates through comprehensive knowledge of company systems and applications.• Elevated customer service standards by delivering empathetic and knowledgeable support during high-stress situations.• Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.• Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.• Managed high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations. Tunjukkan kurang

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  Tech Mahindra ICT Services (Malaysia)

  Jan 2023 - now

  Senior Technical Support Specialist

  • Increased product knowledge within the team by conducting regular training sessions on new features and updates.• Monitoring chat que over and managing L1 agent aux over the weekend• Assisting user via remote support tools to resolve software and Windows related issue• Assisting user with updating machine bios, drivers and installing Windows update patches when requires• Setting up corporate layer on user new machines• Troubleshooting issues/bug with Windows layer, resetting and reimaging machines when required• Assisting team members as an SME by providing specific products or services offered on L1 with their enquiries to provide support to user prior to escalating ticket to L2 and L3 to reduce overall backlog.• Implemented process improvements that resulted in reduced ticket backlog and increased overall productivity among the support team members.• Working with leads proactively in chat and agent management to improve overall helpdesk productivity Tunjukkan kurang