Akash Deep Sethi Email & Phone Number

Australia

Remote

• Provided efficient technical resolutions for top US software companies (working remotely as an independent professional), advocating for customers and coordinating with development teams.• Streamlined processes by troubleshooting technical issues, testing software for bugs, and delivering feedback to team members.• Coached new hires on product knowledge, handling complex issues, and ensuring high-quality service delivery.

*Respond to and resolve customer queries through various channels such as chats, emails, calls, community forums and social media channels. *Handling escalations of level 1 and level 2 staff *Help new hires to develop skills by sharing knowledge, discussing best practices, product training*Managing and leading team on major projects like improving following team metrics : -Increased Chat availability of team by 9% over a 6 month period -Improved Average chat handling time of team by 15% -Improved Average chat wait time of team by 33% *Writing blogs posts for the company on customer service and thought leadership content. (Blog post publication links are added in my profile.)*Helping in improving product documentation and internal training documentation *Being the voice of Customer by sharing customer feedback through effective ways and presenting data to Management/Product team. I am fanatic about data and collect insights through customer feedback, tagging conversations etc. and then running excel searches to study the data and create action plans accordingly. *Reporting bugs, testing new product releases or major feature sets in product like leading on complete live chat feature testing and sharing feedback with engineering team after all its all about making sure that our customers have an effortless experience using the product. *Taking remote sessions to fix technical issues / giving 1-1 webinars to customers by understanding their business requirements and helping them understand the best use cases of the product features according to their needs.*Helping team in reducing churn rate by churn analysis of customers and following up with them on call to improve their experience with the company.*Working on a major support project by creating bi-weekly customer survey report which has detailed analysis of how the team is doing on the client survey ratings etc. and what are our learnings from it so that we can improve it moving further.

Jalandhar, Punjab

*Study existing training roadmap and gauge its feasibility as a measurement tool for department performance and make changes accordingly.*Conduct technical trainings on Kayako helpdesk software to new hires across all departments in the company including Support, Sales, Engineering. *Managing and grooming staff for mentorship programme. *Creating mock environment in training to demonstrate live work to trainees and make them get used to live customer queries*Conduct daily topic tests, weekly assessments of trainees and practice tasks. *Conduct Customer Service trainings and help staff with written and verbal (English) comm. skills. *Conduct GDs to evaluate staff and help them in communication skills.*Maintain Training analysis report (Daily tests score sheet, weekly ass. Score sheet, Task List report, behavioral report). *Random audits of on-floor work of new joiners and help them during onboarding *Audit training content on wiki and update articles as and when required. *Review performance of existing staff and provide refresher training based upon the progress chart of on-floor staff and areas to be improved.*Coalition with the Auditor and Department heads to stay up-to-date with the process *Liaison with the Auditor and Department heads to improve the existingprocess. *Supervise & optimize performance of trainees & provide timely feedback.*Conduct personal counseling sessions with trainees, giving them chance to share their issues and problems so as to give them the right advice to help them overcome their issues. *Maintain personal rapport & win-win relationships with trainees.

Quick and accurate handling of technical support communications across multiple channels such as Live chat, emails, calls, remote support.*Actively contributing to #growth department and sharing innovative ideas with top management.*Communicate and empathize with all levels of customers—executives, end users, and developers *Going the extra mile to follow-up with customers, ensuring issues are resolved and customers are not just satisfied, but delighted. *Software testing and through to closure *Building relationships with other teams and groups to work together in solving problems and making improvements *Eager to learn new stuff and to share the knowledge*Willingness and ability to "dive right in", be effective, and make a difference *Created all the PHP REST API scripts compatible with the Kayako software for clients and internal staff reference. *One of the topmost contributors on in sharing department workload as per metrics shared in the department *Efforts acknowledged and outstanding year end reviews from Managers, TLs and Top Management

Bachelor Of Technology (B.Tech.), Information Technology

Activities and Societies: "Orators" and "Techbuzz" club organizing events at college.

High School, Non Medical

Education record