1. Ability to focus on customer needs and customize solutions to ensure higher customer satisfaction.2. Strong management skills - stringent execution and planning, building commitment in team to achieve project objectives on schedule.3. Extensive experience in service delivery, process compliance, process transition, customer satisfaction and quality analysis.4. Success oriented, with a positive attitude and a strong sense of responsibility with strong people management skills, building effective teams and fostering open communication.5. Identify opportunities which facilitate offering Value Added Services to the client and enables a proactive mode of offering Customer Service and ensures increase in Customer Satisfaction.6. Understand any incident/fault on a basic level (at least) in order to use the appropriate competences (resources)7. Drive the restoration team to gather sufficient information to start an analysis8. Maintain a general overview of the incident (keeping the focus on the restoration via a workaround)9. Obtain guidance on priorities to the team’s starting the immediate urgent unexpected recovery work.

1. E-Commerce Collating data of Ecommerce servers on DNT web tool analyzing the server’s info and escalating the issues to 2nf level of any spikes in CPU Utilization and memory utilization and monitoring the server alerts in interoscope tool.2. Taking calls for Business partners and Bank of America’s clients, helping them in opening the secure doc that was sent from the bank and also installing post x on Band computers .3. Also assigning emails to the team, Training new hires for the process.

Answering calls from HP Customers and resolving Hardware/Software problems associated with Desktop’s and Accessories.• Installation of OS and Application software’s remotely on customer computers using instant care tool.• Configuring internet set up on desktops and resolving Microsoft outlook, windows mail and live mail related issues.• Using available resources to resolve technical issues.• Identifying and solving any problems that effect computer operating systems and successfully removing virus from Pc’s by taking remote.• Backup and Restoration of important data by offering third party services.• Trouble shooting internet issues wired & wireless and TCP/IP.• Update knowledge and skills to keep up with rapid advancements in computer technology in terms of hardware and software.• Preparing and maintaining procedures and documentation for category related issues and escalating them accordingly .• Supporting Agents on calls for the issues when ever needed.• Handling Escalation Calls and providing appropriate resolution to the customers.• Coaching them on D-sat surveys from customers and how to address the customers with tips to get more positive responses from them.• Doing confirmation callbacks to check whether issue has been resolved completely.• Working on open tickets and doing category escalations to technical team where ever required.