Customer support CI Infotech Pvt Ltd

Profile handled as a Team LeaderJob Profile: Managing the Coordinator Team, engineer team and handle all the escalation of customer and HP.Key Result AreaPlay a key role in developing, managing & supporting back office processes.Increase effectiveness of staff by recognizing opportunities for development and proactively creating new systems / process and structuresCreate and follow the process and procedure for the team and customer.Prepare weekly and monthly SLA and R2D report.Ensure all calls closed in system before EOD by team as TOP2 + Bottom 3Ensure documentation and implementation of all the processesProvide support for the Project control hours initiative as directed by Master Scheduler Assist in NCR Receipt and track to closure for Project Management DepartmentCoordinating & facilitating internal audits for checking the cossmpliance to ISO proceduresProvide support in capacity planning & MIS data preparation.

Job Profile: Managing the helpdesk and engineer team and handle all the escalation of customer ndtv ltd. Key Result AreaPrepare Roaster for Helpdesk and EngineerKeeps Call trackingSend daily call report to HCL with pending calls.Create and follow the process and procedure for the team and customer.Prepare weekly and monthly MIS report and show SLA.Coordinate with customer (Ndtv) and engineer and smoothly handle all the escalation. Organization

RT is a big service provider of HP India. It's range of IT solutions and products comprise PCs, servers, Network integration across platforms, peripherals, and system maintenance. Profile handled as a

handling 7 location of SRFR product (ULR printer, Projector, Camera) in India. I ensure that incidents are closed with in the defined Turn around Time's. Also providing support for various work related queries..Team's Performance: Ensuring that monthly evaluation & performance of every team member is done & shared with them with improvement areas. I also get in touch with reports & spent time with them to understand their concern areas & ensuring that it is resolved.MISPrepared MIS weekly and monthly as closed call report, pending call, repeat call, engineer productivity, NTF count. Comparison reports (monthly, quarterly, half yearly and annually).REVIEWMonthly, Quarterly, Half Yearly & Annually with Service Head & Higher Management.Target achievement.Key Result Area:Taking care of Customer's callsHandling escalation as per the SLAProviding feedback to the engineer newly deputed at site related to the SLA with the clientQUALITY SYSTEMSNo Process Deviation/No Major NC during ( HP/Self/Quality) AuditCost Reduction MeasuresProfile as a Process owner in Call center; Galaxy is one of the collection agency of Bharti Airtel. I was working as a process owner in prepaid verification department.Job Profile:Daily distribute the equal file among 35 Tele callers. And consolidate the file.Take printout from consolidate file, divide in to 9 location and given to field executive for verification.Checked prepaid verification form, which collected by field executive from customers.Send entire form to Airtel on daily basis.Claim to Airtel for reimbursement with relevant document. Prepared salary for the team.Motivated to the tea