 Managing the Higest level escalation matrix for HP products in the Greater Asia region. And working with the team to provide the best solution for the customer at the earliest.  Working on with the clients and customer on complete end to end support for the escalations raised on HP product is Australia and Newzealand region.  Conducting tranining sessions for the New hire on the Basic printing and Various other Printing technology.  Follow the customer satisfaction process and work on the various aspects of escalation to reduce the complaints and assist in providing solution to the customer with the utmost customer satisfaction.  Work on the project in collaboration with other internal teams on reducing the customer complaints and increase on customer satisfaction.  Worked with different agile approaches with the project team on repated escalations and reducing the overall cost based on cost incurred and Reevnue generated. Worked on various project to reduce the Reppeated compalints and work and metor with the consultant on reduction of repated customer compalints. Project Handled: Team Lead ink subscription program for printers in APJ region and managing AU/NZ region. Trying to reduce the cost of the ink through a subscription program for the customer. Worked on various project in regards to customer satisfaction and Revenue generation, Mulitple complaints reduction and Large and complex clients.

 Managing and Resolving high level escalation on Samsung print for Asia pacific region. Process involved in giving and resolving issues raised on the samsung printer.  Worked with large account for the Samsung printing businesses in ALL OF Asia pacific region.  Mentored and trained the tech support agents and team leads Assisting in resolving the NCH (Indian Consumer forum cases) . Assisting CRT team handling and resolving the cases that arises through the National consumer forum site.  Working on the projects to increase the revenue of the company and curtailing the cost while assisting and resolving the issue raised. Worked on projects that would increase the sales revenue and lead generation for the HP Business through the ineteraction and negoition with the customer and large business clients.

 Worked as the Program analyst for NA PSG team, Manage the team and do a regular testing and product review for the products launched in NA region.  Interacted with the contact center team, coaching was provided with continuous feedback on the Service level and various other parameters.  With this we provided proper guidance and solution to resolve the customer issue over the phone.  Worked extensively with the mentors and coached the Front-line agent on various aspects of tools to provide solution and provide material for the team to excel and resolve the issue in the first interaction through the phone. Which in turn reduced the cost to the company Responsible for doing demos, training for stakeholders, supporting partners and resolving issues Have managed a group of team members outside the company for various reports.  Managed their day-to-day activities along with coaching and mentoring the team for the best output.  Managing a team of 8 -10 people managing their day-to-day work and managing the productivity and work-related issues.  Track performance and manage reporting of the team and report it to the Manager.

 Created content through various tools in HP for the contact center/ front line agent to assist the customer. Some of them were knowledge base creation and updating with various resource for resolving the customer issue.  Have managed the team and coached and mentored various other team on the project and reduced the cost of the service with sharing the tools with the Front-line agents.

 Created multiple support tools for the Printers and imaging front line team members in HP.  Reduce the dependencies of the front-line agent with the mentors on solution reduction and gave a faster assistant on various software’s for the printers. Cost effective way to view and share the solution with the right guidance to the customer.

 Report and analysis of new product and testing the feasibility of the products in consumer environment. Various project including testing of the products and Research and gather issue related product resolution.  Reduce the cost and impact of the product by analyzing the product and coming up with the issue resolution for the customer at the earliest.

 Was supporting the Printer Queue, and then Desktop support for NA customers through Chat. The Tool we used was the Cisco chat tool.  Managing a team by allocating and sharing the project work on a day-to-day basis on the product and managing the team.

 The work included in giving the technical support on all kinds of issue to the NA customer through voice calls.  Started working in hp as a call directing team and was handling about 200-300 calls per day.  Directing calls to various department based on the customer's requirement.

 Was working as a TSE for 1 year. We were supporting the AOL based Internet service provider. Have taken calls on Mac OS.  Have been working as an insurance call agent in I-Seva system Pvt Ltd for TATA AIG.