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| Technical Support Coach | | | Ref. Number: | CRM11323 | | |
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| Personal Information |
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| Current Position |
| Current Job Title: | Technical Support Coach |
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| Current Location: | Hyderabad |
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| Preferred Position |
| Preferred Job: | CRM Consultant |
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| Preferred Location: | any location |
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| Education | Masters in Business Administration (MBA- Marketing as Major & Human Resources as an Add-On) as an elective from
Nottingham Trent University, United Kingdom
Governing Body---- World Education Council
Quality Assurance---- Financial Times Knowledge
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| Working Experience | Employment History
Current Employment: Working as a Tech Support Coach (L2) in Dell Inc. June 2004-Till Date
Job Profile:
• Handling a team of 13 agents and responsible for the team performance
• Provide Coaching, mentoring and support to Technical Support agents
• Provide assistance to Tech’s and management in daily tasks and special projects.
• Provide vitality training, Lab sessions and mentoring. Provide industry information, discuss about processes and issues with Technical Support reps. Includes training in proper diagnostic, Proper Tool usage, effective trouble shooting skills and efficient process training.
• Ensure appropriate training is provided to staff and functional groups to assure quality support to customers.
• Work to provide the appropriate resolution to escalated technical/customer satisfaction issues to ensure a quality support environment and enhance customer based satisfaction
• Ensure appropriate training is provided to staff and functional groups to assure quality support to customers.
• Coordinate tasks of technical support team to keep work flow consistent
• Provide coaching, guidance and direction to maximize team effectiveness and productivity
• Responsible for the successful achievement of the goals for Productivity and effectiveness as defined in the Operational and performance plans
• Provide status reporting to the Team and SMT.
• Work to develop key partnership with Team Manager and Voice coaches to best leverage resources to assist in building Customer and Technical Skills alike.
Working as an Intern with the HR Department in Procuring New Hires through Internal Resources across Various Business Functions.
Certified by Dell INC for Excellence in Customer Experience and Satisfaction.
(For Quarter 3—FY-04).
Certified by Dell INC for Excellence in Customer Experience and Satisfaction.
(For Quarter 3-FY-05).
Awarded the Stack Ranker for Quarter 2 FY-06 taking into Consideration all the
Metrics.
Was Part of the Yellow Belt Project ( Business Process Improvement or Six
Sigma) aiming at Reducing the Repeat Dispatch Rate for the Various
Commodities being shipped to the Consumers in the US Market.
Worked as a SPOC(Member) in the Project launched on RDR(Repeat Dispatch
Rate) which concentrates on reducing costs for the organization in terms of
different hardware components shipped to the customer, which may not be
Legitimate Dispatches and where the Material Value per Dispatch involves
Substantial cost to the organization.
Working as a SPOC for all the HR Related Activities of the Team wherein
Functions such as Payroll, IJP criteria are Included.
Planned and Implemented a Training program for a team of 100 Technicians on
the Entire Desktops and Printers Product line in Quarter1 FY08 which inturn
Yielded marginal improvement of Technician capabilities & Operational Metrics.
Company Name: Worked as Business Development Executive in Mother Home Food Products
Ltd. Areas of work include Identification of prospective market segments in the domestic
market, Identification of the Niche markets with prospective customers, Responsible for
Promotion and Direct Sales of the organization’s products as per the Customer Needs.
Duration: August 2003 – Jun 2004
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| Other Skills | Certifications:
Certified Microsoft Business Solutions Professional in CRM 3.0 Applications.
CANDIDATE ID: SR2758612
DATE: July 06, 2007
SITE ID: IIH81
EXAM NUMBER: MB2-423
REGISTRATION: OFBSYD5414
Certification from Wharton Business School and Planman Consultant India after attending a rigorous workshop on Strategic Management of Innovation & Change management.
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