Benjamin Shekar Email & Phone Number

Bangalore

• Support.com is changing the way that people solve their technology problems ― wireless network set-up/security/ synchronization, virus/malware removal, software set-up/support, device troubleshooting, user education/enablement ― through instant remote control sessions across 35k calls/day. With extensive experience successfully launching and growing white box technology service brands, supported two dozen channel partners with custom technical support options for PCs, MAC, printers, peripherals, consoles, smartphones, tablets & home networks. As the Commandcenter Associate supervisor , I lead the Bangalore/NA Commandcenter to develop All the Commandcenter Analysts understand and appropriately apply procedures, requirements, and policies related to their duties• Commandcenter is solely responsible in achieving Line adherence and Service level and we are the direct POC for the Clients.• Responsible in sending out Stats updates to the operation as well client Interval/Hourly basis• Provide updates to the operations with regards to the Line adherence of each tenant to ensure we achieve LA every Interval.• Provide updates with regards to the Service level based tenants• Train new hires and provide day- day responsibilities to every other analysts on duty• Provide updates to the operations with regards to the Line adherence of each tenant to ensure we achieve every Interval.• Will ensure all Commandcenter analysts will attend all scheduled training sessions to improve their job duties

Bangaon Area, India

> Completely responsible in Monitoring Tickets for Sales and Delivery Tenants.> Partners include AOL, Comcast, Norton Live and Staples> Provide detail summary to the vice president wrt the Service Level and Outages.> Handling a Manila team.> Assisting the real time team when required in taking real time decisions on Occupancy and meeting Service level.

Bangaon Area, India

> Completely responsible for Scheduling.> Creating and running Shift bids, mid shift bids, Vacation bidding etc.> Handling a RTA team.> Assisting the real time team when required in taking real time decisions on Occupancy and meeting Service level.> Responsible for the payments of the employees in Canada. Commendable record in managing accurate Payroll submissions, Weekly Audits, Daily Reporting & implementing innovative strategies. Strong experience with Kronos Workforce Management and Workforce Attendance module, Troubleshoot Pay Code Edits, Adding and removing agents in Kronos and creating a Hyper Find for employees.