• 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 W2W reports for different teams.• 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.• Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.• Supervised and guided new employees on process and task handling and responded quickly to questions, which improved understanding of job responsibilities.• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.• Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.

• 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.• Monitored and managed staff performance to attain target metrics both individually and team unit.• Developed service plans in consultation with clients, and perform follow-ups assessing quantity and quality of services provided.

• 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.• Documented meeting minutes and distributed to staff to facilitate follow-up and permanent record.• Tracked customer shipment requirements to improve customer satisfaction while increasing service efficiencies.• Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.• Conducted training and change management processes to improve operations.• Developed and executed plans to monitor standard process adherence.• Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.

• 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.