Agraja Kumar Email & Phone Number

Sydney, Australia

• Achievements:
• Coached Service Desk Controllers personally and professionally whenever new recruitment was done. Assured every controller understands correct priority of the task and resolver group. This resulted in achieving the.
• Implemented new filters to and methodologies to raise tickets which eventually improved the quality of the ticket and saved time to log it. This resulted in reducing incorrect logged ticket to 80%.
• Guided and managed team in dealing with P1 and P2 logically in absence of Team Leaders and was named SME in Performance Review.
• Achieved First Call Resolution to 80%, lowering personal average speed of answer to 40 seconds
• Reviewed and corrected all open tickets on daily basis to meet business requirements

Melbourne, Australia

• Achievements:
• Always ensured that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
• Managed escalation point where difficult or controversial calls were received and conducted training ad coaching for staff that resulted in 100% customer satisfaction
• Being able to manage in assisting staff when something goes wrong and for creating a positive image of the company and always came up with ideas for continuous improvement.
• Always championed equality and diversity.

Melbourne Area, Australia

• Achievements:
• Understood customer needs and challenges, conducted root-cause analysis and planned and suggested process that worked effectively with customers to resolve issues, provides exceptional service and deliverables that.
• Suggested ideas that geared towards improving the Service Desk and enhance service delivery for company as a whole.
• Handled responsibilities of coordinating with business process team to support business activities to meet KPI’s and SLA
• Always took initiative to assist members of the team to avoid breaching tickets and very passionate towards ensuring that customer expectation is met and exceeded
• Implemented Gap Analysis to check “where we are” and “where we can be” by managing, manipulating data to spreadsheets was succeeded in changing few processes that lead to achieve desired goals.

Kolkata Area, India

• Achievements
• Planned and executed software process data and develop improvement recommendations and obtained timely test sign-off of all phases
• Successfully handled responsibilities of coordinating with business process team to support business activities
• Awarded “Monthly Award” four times in short time frame of service.
• Actively achieved in developing rich, detailed requirements and impact analysis activities, Use Cases, State diagrams, User Interface and Process flows using tools like MS Visio, MS Word, JIRA and MS Excel
• Profoundly used knowledge of SDLC, STLC and assisted business with execution of UAT test cases and obtained timely test sign-off of all phases.