Janus Lawrence M A Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

* Enable and deliver Services Standard Price list related activities for Channel Distributors across EMEA Region.* Track & Measure frictionless orders of Disti E2E Automation and Reporting.* Data Acquisition and Analysis of Order Failures for Identifying the Failure Reasons.* Publication of Reports and help share the feedback with the respective Partners in improving the PO Sucess Rate.* Engage and Assist on the UAT during the IT releases.* Managing the Second Quote RPA Program by bridging the Sales, BI & RPA CoE teams.

Bengaluru, Karnataka, India

* Handled escalated technical & non-technical (Legal / Executive Escalations) support calls for Dell Client & Enterprise systems.* Maintained Service Level Agreement standards for helpdesk response, restoration, and resolution metrics especially on P1 incidents which needs critical attention.* Ensured E2E follow up on escalations and work to improve the overall customer experience.* Led Team meetings to understand the on-floor challenges from the team and work with the leadership team to fix the issues and to keep the team motivated.* Maintained detailed records of daily support activities and resolutions and share the reports with stakeholders for analysis during the WBR.* Collect, Analyze and Utilize the data for identifying the focus areas and prepare action plan for business improvements.* Was identified and sent onsite as one of the senior resources for onboarding a new pilot batch for Dell OSP.* Conducted a 4 week training for a batch of 60 new hires. Engaged in certification program post training period and transitioning the eligible candidates to floor for On job training.Audited and shared feedback to maintain call quality and proper case documentation while ensuring process compliance.* Conducted effective resource planning in terms of people and technology to ensure maximum productivity.* Collected and analyzed the support metrics of the team and work with the leadership team on scope of improvements.* Ensured process compliance in both internal and external audits. * Budgeting and expense tracking to identify the top performers and to reward them to build team motivation.

Bengaluru, Karnataka, India

* Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.* Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.* Maintained detailed records of daily interactions with customers with contact details, fulfilment action, and processing of support agreements.* Monitored deployed networks and escalated major issues impacting multiple users.* Diagnosed and resolved technical hardware and software issues. Used internal work order management system to track, resolve and document the trouble tickets.* Improved user performance by training each in hardware and software use. * Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.* Impact the companies bottom line by problem solving and turning frustrated clients into repeat customers.* Customized customer experience to build brand loyalty.* Collaborated with team members to achieve targeted results.

Bachelor Of Engineering - Be, Electrical, Electronics And Communications Engineering

Pre Degree, Computer Science