Chandra Mohan Email & Phone Number

Hyderabad, IN

Hyderabad, Telangana, India

Hyderabad, Telangana, India

Hyderabad Area, India

• Team Handling: 30-member team, as Major Incident Manager as well as Shift In-charge managing CMS Avaya, Chat and Email queues effectively
• Report Creation & Handling of daily reports for different Ingram Micro CSD SLA metric for Call/Chat volume, ASA and abandon and Email/Web Volume, SLA & ASR, RAL1, VOC responses and VOC%.
• Weekly Data Analysis & Reporting to Ingram on Major Incident Management, VOC trend & Response rate vs VOC %, Negative VOC Close Looping, L2 Top and Bottom Performers, Top Misroutes, QC Error trend, Global & Region-wise.
• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
• Conducted post-resolution reviews with team members.
• Provided immediate emergency response and incident management.

Hyderabad, Telangana, India

• Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues.
• Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
• Identified business issues through careful collaboration with key stakeholders.
• Exceeded customer requirements with accurate and deliverable solutions in a timely manner.
• Prioritized projects and project tasks depending upon key milestones and deadline dates.
• Directed work completed by team of 20 consultants.

Hyderabad, Telangana, India

• Alternated goods in inventory by observing first-in/first-out approach to keep shelves organized and properly stocked.
• Taught individuals how to properly complete Order Quoting and Processing, improving execution and streamlining processes.
• Investigated and resolved customer complaints to foster satisfaction.
• Managed high-value existing and new business partnerships to deliver on objectives and maximize corporate revenue, support and awareness.
• Managed and archived quality documentation and participated in internal and external quality audits.
• Sorted incoming mail and expedited urgent correspondence for immediate attention.

Gurugram, Haryana, India

• Developed and implemented training initiatives for new hires.
• Managed customer contact center with 21 support representatives.
• Tracked KPIs and created continuous improvement plans.
• Increased customer satisfaction ratings to 100%.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Updated executives on changing business needs by thoroughly documenting internal and client meetings.

Post Graduate Diploma In Human Resource Management, Human Resource Management, 1St Div

Master Of Computer Applications - Mca, Computer Science, 1St Div

Honours In Network Centered Computing, Computer Science

Certificate In Computing (Cic)

Advanced Diploma In Computer Sciences (Adcs), Computer Science

Bachelor'S Degree

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