Divya P Email & Phone Number

Training new Hires on the Companies policies and procedures and conducting mock calls.Monitor and evaluate tickets created by the associates.Coaching associates resulting in improved efficiency and effectiveness.Support team in achieving Customer Satisfaction target.Ensure that Customer Satisfaction remains a focus item by working with and updating the monthly CSAT Action plan.Analyze Root causes for dissatisfaction and design solutions to address these root causes.Supporting Assistant Managers in driving the CSAT action plan and ensure actions are completed and on target.Creating performance reports to showcase the overall quality scores.Propose new actions to improve productivity and share best practices with the Assistant Manager of the team.Own and drive the Documentation Check Process (ticket checks) and ensure feedback is being given.Ensure team is focused on updating tickets frequently. Regularly present to team and management team on Quality Improvements. Assist the team with the excellent handling of ticket records by the team.Conducting quality audits and ensuring that the quality guidelines are adhered to.Conducting training/feedback sessions.Publishing the best surveys.

Hyderabad

Technical Support Expert (Customer Service US-CTS) • Performed tasks related to answering customer inquiries and troubleshooting Computer Hardware and Software issues via Live call and chats.• Performed upgrades, installation of software and drivers and essential Desktop and Notebook troubleshooting.• Supported Printers.Case Manager:• Support the team in Technical troubleshooting.• Audit/Score the technician’s chat.• Provide feedback and identify coaching opportunities.• Providing necessary trainings .•Mentoring New Hires and help transition from training to go live.