Kumaraswaran S

Experience

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  KGiSL

  Jun 2007 - Feb 2011

  • Established and sustained solid relationships with client to encourage repeated business.• Analyzed sales data and negotiation techniques to leverage client relationships and improve retention.• Anticipated objections and potential consequences, and to quickly evaluate solutions and taking responsibility.• Trained new employees on Phone etiquette, product knowledge, company policies, and important aspects like: Resilience Client relationship  Listening Skills Understanding client criteria• Assisted with implementing marketing strategies in regards to increasing sales and overall business growth. Show less

  • Senior Telesales Executive

    Jul 2008 - Feb 2011

  • Telesales Executive

    Jun 2007 - Jun 2008
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  Dell Technologies

  Feb 2011 - Jul 2014

  Client Tech Support Associate

  • Managing cases, requests, and enhancements using online tools and processes.• Ensuring that client systems are fully operational and any loss of service is restored in a timely and efficient manner.• Providing a high level of service to customers and adhering to our strict SLAs for response and restoration times• Problem determination, workaround resolution, root cause analysis, major incident management• Deployment of service releases, patches, requests and customization• Ensure that solution and application support documentation is maintained to the highest quality and accuracy.• Reports focusing on customer complaints and resolutions. Providing recommendations to improve technical support tools and processes.•Evaluated system potential by assessing the compatibility of new programs with existing programs.•Maintaining system functionality by testing computer components.•Installed and configured, such as hardware, operative systems, and applications.•Provided regular software and hardware maintenance. Show less

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  Accenture in India

  Aug 2014 - now

  Information Technology Operations Consultant

  • Manage critical incident management bridge calls with technical teams and required support teams and management. Coordinating with the client to ensure all the necessary support teams are working toward the resolution.• Manage all aspects of the Critical incident lifecycle from the start, identification, action, root cause analysis, and long term prevention.• Interacted with application users to gather specifics on the impact and nature of the situation. Assess and determine the priority of the issues based on the users and business impact. Built effective relationships with Operation Managers and the business to maintain an understanding of the impact of incidents affecting the key service lines.• Provided on-going updates to Executive Management on the progress to resolution.• Initiated escalations to Executive Management, vendors, and/or other groups where appropriate.• Ensure the Incident Management process is conducted correctly and all the KPIs are met. Show less