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To grow professionally and use my managerial and analytical skills to the fullest while expanding my work experience.


Achievements at Dell

Bronze Award Q4 FY13

Compliance Champion Award in Dell.

Star Performer Award for the month of JAN 2007 for achieving highest scores across the floor.

Star Performer Awardfor the month of FEB 2008 for achieving highest scores across the floor.

Advance Resolution Expert & DCSE Certification from Dell.

Various Weekly and Monthly Rewards for achieving/overachieving the specified targets.

Achievements at Wipro

Top Performer Award”for achieving the highest scores in customer satisfaction and XPR on the floor for the quarter Q2FY06.

Judged as best "Technical Support Associate" on the floor and awarded Silver Medal for the same.

Awarded Certificate of Excellence by Dell Computers for contributing in making Wipro BPO the best site across the globe.

Awarded Certificates of Excellence by Wipro for achieving the highest customer satisfaction and productivity scores in various quarters.


Technical Skills

Operating Systems: Windows (9x, 2000, XP, Vista, Win7, Win8)

Hardware/Software/Peripherals troubleshooting skills.

Programming Languages: C, C++

MS Office 2003, 2007, 2010

Skills (functional/leadership)

Leadership and team building skills.

Ability to learn and coach new product lines and technology.

Expert customer service skills.

Flexible and Adaptable,Quick Learner


Current Affairs, Sports and outdoor games like cricket.


Work experience

May 2006Dec 2013

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.

Oct 2003Mar 2006

Sr. Technical Support Associate

Wipro BPO

October 2003 to April 2005

Sr. Tech Support Associate: US Operations

Handled Technical queries for Dell Computers and Peripherals (Desktops, laptops, Printer and PDA’s) over the  phone/chat/e-mail of customers located in US.

Various initiatives like scrubbing different metrics for improvement, training and presentations within the team.


Aug 1999Jul 2003


Kurukshetra University