Technical Support Coach
Dell International Services
January 2011 to December 2013
Technical Support Specialist: India Operations
Piloted the India operations at the site including training and certifications of the new agents.
Piloted the retail operations at the site. Lead the pilot and the only team in India specifically for Dell retailers and distributors catering to technical and sales queries.
Piloted the Premium Paid Support operations queue catering to 24x7 hardware and software support.
Root cause analysis, trend analysis of technical support center data and metrics.
Developed plans and objectives and participated in cross-functional projects and business initiatives to improve operational performance for the organization.
Worked with customers and internal teams to resolve issues.
Second level technical support to the team, team building and all the tasks of technical support coach.
Headed the Non-Entitled Queue which catered to Technical/Sales needs of out of warranty Dell customers.
April 2009 to December 2010Case Manager/Technical Support Coach: US Operations
Provided second level technical support to the team and resolved customer escalations as appropriate.
People management and team building.
Ensuring associates awareness and knowledge on new products/policies when introduced.
Service level management.
Daily tracking/monitoring and reporting for the team in terms of specified parameters.
Ensuring 100% process compliance and strict adherence to the policies.
Identified training needs and conducted training sessions.
March 2008to March 2009Advance Resolution Expert: US Operations
Handled technical queries for Dell Computers and Peripherals’ (Desktops, laptops, Printer and PDA’s) over the phone
Provided technical support to the team and handled the escalated calls in the absence of supervisor.
Initiated the process of doing scrubs and giving presentations within the team to improve customer experience based on customer’s feedback surveys.
Managed breaks and login/logout time for the team.
Provided training to the team members along with the Technical Supervisor.
Under total solution initiative handled Dell sales process by selling Dell parts and warranties.
May 2006 to Feb 2008
Technical Support Expert: US Operations
Inbound Call Agent
Provided process and policy related, and technical support to the fellow agents.
Mentored new team members.
Assisted TM/TSS in scrubbing data and coaching to fellow agent for better team performance.