Debdoot Chowdhury

Experience

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  Dell

  Aug 2010 - Apr 2017

  Service Desk Tech Lead managing a desk of Multiple US based account.• Ensuring accurate rostering across 24/7 shifts keeping in mind hourly volume trending and ensuring right FTE alignment to meet Telecom SLA’s and provide Business Coverage.• SD POC to all customer calls where any Customer escalations, major business changes, planned Outages are discussed.• Has been SD POC with the Transition team for migrations of Notes to Outlook for two Client’s, total user base of approx.10K, during which my role was to provide all new issues received by SD from users, scrubbing them, discussing them with the Transition team on the Daily Touch Point and categorizing FCR and Self Service opportunities, post that preparing Technical documents for associates with guidance from the Technical team.• Regular auditing of tickets and calls aimed at, minimizing the error percentage, FCR misses and incorrect routing, also finding more and more FCR opportunities for shift left.• Attending Daily/Weekly Operations call for all my accounts with the Service Management and Assignee Group owners where in all existing High Severity Incidents, Scheduled Changes and planned Outages are discussed. • End to End ownership of SLA and KPI of Service Desk for accounts handled and ensuring Daily and Monthly targets are met. • Monthly health-check of accounts to ensure accurate billings is done to internal PMO team aimed at maximizing the profit percentage of Dell as a Service Provider.• Auditing call scripts and providing feedback to associates, also sharing best practices to improve AHT and driving Customer Satisfaction.• Maintaining an update to date Knowledge Base, regular tools access validation and sharing process updates with the team to ensure best delivery of services to the end user and optimizing support. Show less

  • Service Desk Lead

    Oct 2014 - Apr 2017

  • Senior Service Desk Analyst

    Aug 2010 - Oct 2014
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  NTT DATA Services

  Apr 2017 - Jan 2018

  Service Delivery Improvement Manager

  Establish best practices to ensure better Delivery of services and cost improvement for Service Desk as a product for a Global Fortune 100 company. Cost of Operation vs revenue optimization. Identifying opportunities for Automation, CE Improvement and Customer Relationship Management.

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  Optum

  Jan 2018 - now

  Senior Key Account Manager

  Key Account Manager driving Organic Growth, Strategy Design and Delivery Management including New Business expansion for OPTUM Global Employer Wellbeing services, Digital Platforms and Advisory.