Amit Kumar

Work History

Work History

REP

bridge
Call/Rep/Week(CRW) as determined by the DA team. Repeat Dispatch Rate(RDR) as determined by the DA team. Composite QMT scores as audited by QMT team. Interacting with the team members to know their concern, to avoid friction between the team members. Exchanging the process adhere technical information's and updates with team. Worked as between the Manager and Team to have a good communication flow. Emerged with ideas when ever required to improvement the team performance. Successfully completed the A5 training for TSS role" Pragati". Emerged as a best Tech in Team for Q3'06.: Buddy up with Dipankar(TSS-EWS), Ifthiqar(TSS-EWS). Enhancing the knowledge on Team handling skills, audits, technical challenges, profile & work pressure, and TSS daily & weekly activities.

Technical Support Specialist

Dell International Services
Mohali. Technical Support Expert, Consumer Technical support, US. o Customer satisfaction(C-sat) as measured through the E-survey process. External problem resolution(XPR) as measured through the E-survey process.

Technical Support Specialist, Consumer Technical Support

Dell International Services
Pvt Ltd, Mohali. Technical Support Specialist, Consumer Technical support, US. Deliver Trainings as per individual/team requirement. Handle the team in the absence of the Team Manager. Exceeded the targets set, motivated the team, ensured a team bonding and brought out the zeal to excel. Experienced and resolved the team conflicts successfully. Winning the faith and confidence of the team. Was responsible for key metrics on the floor via centralized scrubs for various metrics as per business requirements. Actively participate in floor initiatives. Accolades: Was a topper in TSS stacks for(Q2, Q3, Q4) FY 07 Best Technical Support Coach for Q3FY07.: September2006 Promoted as a Technical Support Coach. Maintain the consistency in maintaining the stacks Close Rate 22. 91%, Refund 0.70%, RR Score 76. 60%, QMT Scores 94. 37% Stack Rank #2 October2006 successfully completed the compliance training. Experienced and resolved the team conflict successfully. Winning the faith and confidence of the team. Close Rate 29. 94%, Refund 1.98%, RR Score 77. 90%, QMT Scores 95. 60% Stack Rank #5 November2006 Collating the team unity and strength. Close Rate 32. 65%, Refund 0.65%, RR Score 80. 75%, QMT Scores 95.07% Stack Rank #1 December2006 Completed the OSRI reduction training. Close Rate 28. 82%, Refund 0.22%, RR Score 78. 42%, QMT Scores. 97% Stack Rank #1

Reporting Analyst

Dell International Services
Pvt Ltd, Mohali. Reporting Analyst I, Technical Excellence Org[LCD] Create and deliver business summary to track key data supporting business. Identify and implement solutions to operational problems including proactive analysis. Attend business reviews and answer the reporting requirements/doubts regarding site/metric reporting. Providing details on reporting structure & setting expectations for new reporting needs in the review. Process was dependent upon multiple data analysts, who used to collect data from sources like Web Portals/Excel/Flat files etc… summarize & then forward the same. Involved in ongoing collection/summarizing, analyzing and reporting of data needs. Participate in all phases of data collection and analysis including design, planning, preparation, trending, report development and presentation. Develop recommendations for defining and implementing a formal data request process including prioritization with other department projects. Analyze performance & quality metrics for business improvement and reviews thus assisting the Coaches to develop department-wide qualitative metrics to support quality assurance. Improved employee experience, customer focus and contributed in building a great LCD organization. Deliver reports consistently. Minimum 95%“ On Time” delivery with 100% accuracy. Be an active participant of focus groups in LCD. Attending conference call with L3 and discussing the site technical support challenges. Investigate technical problems & determine root cause.: Successfully conducted training for RVP batch lead by Karthik. V. Successfully handle the Pragati batch for TSS in Nov FY'08 lead by Karthik. V. Work on audit Improvements and training improvements.

Technical Support Specialist I

Dell International Services
Pvt Ltd, Mohali. Technical Support Specialist I, Consumer Technical support, US.

Technical Support Specialist II

Dell International Services
Pvt Ltd, Mohali. Technical Support Specialist II, Consumer Technical support, US. Working with TQ as TSS since Q4FY'09. Planned, organized, co-ordinate, Conducted, and executed the training plan for TQ. Conducting trainings and floor support for TQ teams. Created the site on Moss and Uploaded the technical Documents, L3Updates and training plan for TQ. On-Boarding sessions for newly promoted TSS. Preparing technical Questionnaire Knowledge Check as per Business Requirements. Co-coordinating and executing the vitality trainings on Floor as per the Business Requirements. Handling the CTS-LAB since Q2FY09: Marinating the Inventory for the LAB(Addition of New system, Requirement for New system). Maintaining the Daily inventory for system In/Out. Co-coordinating and Facilitating the LAB for Floor training for New systems. Dual Boot Imaged Gladiator systems on Voice and Chat Floor.: TSS of the Quarter

Exception Performer

KNOWLEDGE CHECKS
Preparing Knowledge check as per business requirements:: Exception Performer[Year End Rating]

Technical Support Specialist II

Dell International Services
Pvt Ltd, Mohali. Technical Support Specialist II, Consumer Technical support, US.

Exception Performer

Year End Rating]
Exception Performer

Technical Support Supervisor[team Manager]

Dell International Services
Pvt Ltd, Mohali. Technical Support Supervisor[Team Manager], Consumer Technical support, US. Dispatch Review Team: DRT review the dispatch from the floor as per the policy and process the dispatches, team is held responsible for processing the dispatches within the time line to meet the SLA so that parts reach on time and service can be done. To provide a better customer service DRT team has an SLA to meet called FTC[Fixed to commit]. For any floor queries we have mailbox CHN_DRT@dell.com. We resolve the queries like part backlog, dispatch in IP status for long, system exchange status and non-system exchange dispatches, expediting Dispatches etc. team checks the MPD parts, 5 good lines, part BO, troubleshooting etc. team checks the hygiene so that proper troubleshooting is done to control RDR[Repeat Dispatch Rate] and DR[Dispatch Rate], MPD[Multiple Parts Dispatched] etc. Team showed tremendous turn over on a critical HDD backlog, team was able to put a cap on unnecessary HDD dispatches. Sharing the DRT communication and the updates through fliers. Indirectly team plays a supporting role to achieve floor metrics. Motivating the team to follow hygiene, timely logging in and logout, managing beaks, schedule adherence. Guiding and motivating team to take active participation in various floor activities. DRT team managed to win on various floor FUN activities, fun@work. DRT team checks the hygiene so that proper troubleshooting is done to control RDR[Repeat Dispatch Rate] and DR[Dispatch Rate], MPD[Multiple Parts Dispatched] etc. Team keeps check on unnecessary part addition. Team keep a check on diagnostic error codes for any hardware part replacement. Scrub Team: Team scrubs the floor metrics hits like RDR, CE, XPR, PCDr, and System exchange Scrubs, ownership failures. Preparing Decks for SMPT with scrub analysis.

Technical Support Supervisor[team Manager]

Dell International Services
Pvt Ltd, Mohali. Technical Support Supervisor[Team Manager], Consumer Technical support, India. Handled TQ Team in ITS. Handling ITS CTS Conversion Batch. Leading the Inbound Customer Service Operation Team. Directing team to focus on customer first Culture. Motivating team to understand the organizational and functional objectives. Identifying their technical and process needs through 1x1, call audits. Guiding those though regular feedbacks. Scheduling trainings for technical needs. Sharing and discussing the service imperative session outcome with the team to focus on organizational Goals. Make them realize their potential and responsibility towards the society and motivate them to take part in Power the Possible programs. Self-learning covered topics from Harvard Manage Mentor Courses. v Crisis Management v Developing Employee v Difficult Interaction

Performer

3 Times Exceptional
Performer within Dell.

Education

Education

M.CA

Diploma

B.Sc

Skills

Skills

PERFORMER

DELL

ENERGY

behavior

Organisation

growth