Amal Abraham Email & Phone Number

Berlin, Germany

Berlin, Germany

• Delivering training sessions on SOPs, safety, and equipment use.• Operating conveyor systems, scanners, and other sorting equipment.

Berlin, Germany

• Manage inventory levels and conduct audits.• Supervising and leading warehouse staff for efficient operations.• Ensuring timely order fulfillment.

Bangalore Urban, Karnataka, India

• Led initiatives for process optimization and efficiency.• Monitor, evaluate, and audit a sampling of 60+ weekly phone, chat, and email cases to ensure high levels ofService and customer satisfaction. • Compile, organize, analyze, and present to shareholders the results of audits and trends over time as well aslong term projects using programs such as Gsuite, Excel, Canva, and Tableau. • Collaborate with teammates to create roadmaps, infographics, and resource guides for agents to encouragegrowth and adherence to KPIs and Quality standards. • Host feedback and coaching sessions with agents to highlight areas of opportunity and create a plan movingforward to hit all performance goals. • Utilize Excel to track, analyze, and compile daily figure analysis for team wide cases. • Root Cause Analysis.

Bangalore

• Providing Mobile and Internet technical support to customers and businesses.• Provide first level contact and convey resolutions to customer issues. • Telecommunications/Voice Networking knowledge.• Handling LTE & Fixed Networks issues. • Customer servicing through calls, chats and emails.• Provide customers real-time updates on products and services of Optus.• Educating customers about the current services and new services. • Experience with Cisco Phones.• Communicating Professionally with customers and stake holders.• Providing Technical support for telecommunication devices, assigning IP address to devices.• Utilise excellent customer service skills and exceed customers' expectations.• Willing to perform out of hours work as required.• Resolving Telecommunication glitches in the mobile products and network coverage.• Creating tickets in servicenow and escalating to the field technicians in case of coverage failures. • Setting up video conferencing, teleconferencing and presentations via zoom meetings, Microsoft teams.

Bengaluru Area, India

• Provide technical support, dealing with support queries via phone, email, and the IT help desk system. • To maintain a high degree of customer service for all support queries and adhere to all service management principles. • Diagnose and resolve problems accurately making sure they are logged correctly and either closed successfully or escalated appropriately to 2nd/3rd Line Support teams. • Respond to all calls on the call logging system or as instructed by the management team. • Log all reported incidents or service requests in the IT Ticketing system. • Correctly log, prioritize, assign, track and respond to incidents and service requests in a timely manner, meeting agreed SLAs, and according to agreed standards and procedures. • Escalate high priority incidents to both internal and external teams, as appropriate. • Keep customers and other interested parties informed of progress throughout the lifecycle and ensure that corrective action is taken to avoid or minimize delays. • Perform Active Directory administration: Creating user accounts, reset passwords, create groups, etc. • To take ownership of user problems and be proactive when dealing with user issues. • Provide incident management ownership of all incidents, and oversight of requests to track status andcommunicate progress in a timely manner to the reporting customers. • To arrange for external technical support where problems cannot be resolved in house. • Maintaining the knowledge base for end-user self-help and Service desk first-line incident resolution and request fulfilment. • Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management. • Play the role of Incident Manager single handed for any incidents reported. • Knowledge of Information Systems Concepts and terminologies.

Master Of Business Administration - Mba, Project Management

• Project Management and Leadership • Systems and Operations Management • Cross-Cultural Management • Marketing and Business Environment •.

Bca, Information Technology

• Database Concepts • Networking • C++ • Java • SQL • .NET Frameworks • Operating Systems

Diploma, Computer Science & Engineering

Activities and Societies: • Debate Team • Anchor • Editorial Board Member

High School, Cbse