Deepak Baliga Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bangalore

Managing a team of 16 membersManaging Day to day activities, like Productivity, Utilization

 Responsible for the Warrant Cost Metrics like Repeat Dispatch Rate, Parts Per Dispatch and other Warranty Cost related metrics for a 24 member team supporting the Dell Latitude, OptiPlex, Inspiron Desktop, Inspiron Laptops, Dimension Desktops, Monitors and Projectors line of business. Support team on hardware and networking related queries and troubleshooting. This involves, driving the team to maintain the warranty cost metrics within goal, provide regular updates of scores of team and individual scores. Helping the team with real time technical queries. Handling Second level escalations real time basis. Helping front level technician to scale up by auditing their calls and providing feedback real time. Warranty cost reduction and metric maintenance requires scan and authorization of dispatches booked by the team members’ real time basis, to check part authenticity and validity. Update team on new technical release on products and process. Co-ordinate with the Dispatch team for smooth transition of dispatches calls real time basis. Con-Call with Service department on feedback and improvement process. Scrub team member’s dispatches and cases and provide feedback on points of improvement. Co-ordinate with L3 team for SWAPs and unresolved cases. Booking Refunds and authorizing swaps. Conduct technical and process related training for the team on need basis. Manage Call and Dispatch queue real time basis.  Tools and soft-wares used on job are MS Excel, MS Word, MS PowerPoint, Qfiniti, Oracle-Siebel and various internal tools to access data.

 Supported customer on technical issues with ISP (EarthLink) for Dial-up connection. Have won the many awards for best customer experience scores. Have been a team player and helped team with adhoc request for queue management. Conducted training on small technical modules and updates in process. Was promoted as Product Specialist supporting a team of 12 members.

Bachelor Of Arts (B.A.), English And Communication

Bachelor of Arts History and Economics

Education record