Moved internally to the Quality and Training Team.My job responsibilities are split as such:Process Trainer:I handle the training of all new joiners in the team.Technical training is shared to all services used in Allianz, technical process, troubleshooting steps, incident management, service request, usage of all the admin tools, security regulations and policies, major incident management handling, personal data incidents etc.Access management of the new hires are… Show more Moved internally to the Quality and Training Team.My job responsibilities are split as such:Process Trainer:I handle the training of all new joiners in the team.Technical training is shared to all services used in Allianz, technical process, troubleshooting steps, incident management, service request, usage of all the admin tools, security regulations and policies, major incident management handling, personal data incidents etc.Access management of the new hires are handled by me. This involves raising startup requests, access card request, hardware requests, service requests, request for different roles and finally the confirmation of all the accesses.Once new joiners get to the production floor, I'm involved in Hyper care and Nesting Phase processes.I'm also an Subject Matter Expert for the team along with a few senior agents.Soft Skills Trainer:Based on my availability, I also take Soft Skills training for new hires.This involves showcasing the call flow, call etiquettes and best practices for customer oriented technical support.Brief into the technicalities of the English Language.Quality Management Analyst:I perform audits on the work done by my team of 20.Multiple audits are done for each analyst on a monthly basis with different techniques like historic data audits, side-by-side audits, dip checks, sanity checks etc.Conduct individual one on one sessions with analysts to explain areas of opportunity.Understand the common knowledge gap and conduct refresher trainings for the topics.Compile process flaws and brain storm on improvement measures.Handling client escalations is a critical task that is done.Analysis of Customer Dissatisfaction surveys, finding the source of the DSAT and implementing fixes.People Management:Identifying successors for the team.Identifying talents and interests of my team and new joiners.Panelist for recruitment interviews to discover talents who can be great additions for the team. Show less

Onboarded as a direct employee of Allianz Technology.Joined as a senior member of a pilot team who supported Allianz Direct users in Germany, Germany, Netherlands, Spain and Italy.Assisted with incident management, basic levels of service request management for the employees.Gained experience in three areas: Operations Management, Process Trainer and Quality Auditor rolesOperations Management experience:Used to manage daily reports of the team which included data… Show more Onboarded as a direct employee of Allianz Technology.Joined as a senior member of a pilot team who supported Allianz Direct users in Germany, Germany, Netherlands, Spain and Italy.Assisted with incident management, basic levels of service request management for the employees.Gained experience in three areas: Operations Management, Process Trainer and Quality Auditor rolesOperations Management experience:Used to manage daily reports of the team which included data regarding incident summary, call summary, call metrics like AHT, Queue time, Abandon rate etc.Learnt monthly reporting for FCR (First Call Resolution), FLR (First Level Resolution), MTD Call Summary, MTD Incident Summary.Queue management.Maintained the Allowance Tracker for the team and by doing so learnt advanced Excel.Updated the Major Incident Management Tracker for the team.And finally managed the Leave Tracker for the entire team.Process Trainer experience:Conducted multiple technical refresher sessions for the team.Successfully completed the process training for a batch for new joiners.Quality Auditor experience:I was part of multiple weekly meetings where incidents are analyzed and process improvement opportunities are identified. I would assist with the implementation of these ideas as well.Assisted with multiple dip checks to ensure that process adherence was on point.Handled the complete Customer Dissatisfaction process for the team. Show less

Recruited as a Technical Analyst for Allianz Technology via Adecco.Joined a team which supported Allianz Technology employees in Germany and Romania.Assisted with technical queries, technical break and fix issues and incident management.Mode of assistance was via phone calls, emails, messages and chat.

Worked as Technical Support Consultant for the McAfee Antivirus process.Gained experience with customer service and technical support for all PC malware related issues.Assisted international users (North America, UK etc.) for all security related issues.Joined the McAfee Secure Home Platform internal team.McAfee Secure Home Platform was a security solution that was in-built into internet routers provided by companies such as D-Link, Arris, Verizon, CenturyLink.Assisted… Show more Worked as Technical Support Consultant for the McAfee Antivirus process.Gained experience with customer service and technical support for all PC malware related issues.Assisted international users (North America, UK etc.) for all security related issues.Joined the McAfee Secure Home Platform internal team.McAfee Secure Home Platform was a security solution that was in-built into internet routers provided by companies such as D-Link, Arris, Verizon, CenturyLink.Assisted users with parental control, firewall configurations, malware protection, ransomware assistance and router related technical issues. Show less