Albin Johny Email & Phone Number

India

Bengaluru Area, India

Bengaluru Area, India

Responsible for the project rollout for cities catered by Flow logistics. Track lead for Oracle service cloud and Oracle Field Service Cloud.

Bangalore

Bengaluru Area, India

Thiruvananthapuram Area, India

Bengaluru Area, India

An expedited change management cycle. Stabilization of the application by resolving critical defects. RN upgrade to August 2014Auto Assignment - implemented the auto assignment of Tasks and the auto re-assignment of incidents. This helped Myntra in reducing the response and resolution times to a great extent. Before this feature, the supervisor had to assign, on an average, of 5000 tasks to agents manually. Also, during the shift handoffs the incidents had to be reassigned manually.Customer Knowledgebase – By extending the knowledgebase to the customer may help in reducing the case volume. Customer can find solutions to many common issues online. Customer Self-service – By providing a customer portal and enabling self-service, call volumes can be reduced to a great extend. SLAs for Incidents – By utilizing RightNow SLAs the automation of response, resolution and escalation can be improved a lot. This will also help in tracking agent’s productivity better. Surveys – Enabling the surveys can provide a measurement of customer satisfaction. This will also drive the agents to perform a better job. Marketplace – Introduced to capability to route the incidents, corresponding to goods purchased from market place, to correct department and queues. Alteration – Extended RightNow to handle Alteration requests coming from Myntra.com.Look Good – Added the logic to identify the customer as a ‘Look Good’ customer at runtime. Provided day today support to agents in any technical or functional issue faced.

Bachelor Of Technology (B.Tech.), Computer Science

Education record