Experience

• 

  Hcltech

  Aug 2008 - Feb 2010

  Sr. tech support
• 

  Ibm

  Jul 2010 - May 2014

  Senior technical analyst

  Monitor the network for stability and performance in order to maintain 24x7 operations and resolve service impacts as they occur.Handle escalations and assist in creation of RCAs.Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact.

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  Dun & bradstreet

  May 2014 - Nov 2015

  Asia pacific client support representative

  Work with existing clients/prospects in resolving the queries/issues faced during product demonstrations along with sales and account management teams,on-board new clientSupport existing/newly on-boarded client with their day to day issues via phone,chat and e-mail to use the software effectively for data mining,Work with Product Consultant and content management team to innovate the product/services to make it more user friendly,Troubleshoot issues related to Salesforce/CRM faced by the clients,Update the database of existing products as per client feedback Show less

• 

  Convergys

  Feb 2016 - Aug 2018

  Quality auditor

  Completing the monitoring,auditing and coaching targets,Coaching and providing feedback to the TSE's according to the observation made while monitoring calls,Doing the TNA and preparing training modules as per need,Conducting skill specific training sessions to improve the performance of TSE'sHelping and coaching TSE's improve their C-SAT scores,Take initiatives to add value to the project as per client needs,Take part in Call Calibration activities with the client for continuous process improvements and identifying process gaps,variations and preparing solutions to minimise it,Working knowledge of 7Quality tools,six sigma and lean concepts,Generating process based reports and sharing with stakehodlers, Show less

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  Compunnel inc.

  Aug 2018 - now

  • Senior Quality Auditor

    Jul 2019 - now

  • Quality Auditor

    Aug 2018 - now