Collect and analyze customer feedback through surveys, reviews, and other channels.Identify trends and insights related to customer satisfaction and dissatisfaction.Highlight pain points and areas for improvement in the customer experience.Utilise data analytics tools to extract meaningful insights from customer data.Identify patterns and correlations that impact customer satisfaction.Provide actionable recommendations to enhance the overall customer experience.Collaborate with cross-functional teams to implement changes and improvements.Develop detailed customer personas to better understand and cater to different customer segments.Continuously monitor customer sentiment and feedback.Establish a feedback loop to ensure issues are addressed promptly.

Incident Management: Respond promptly to incidents reported through various channels (e.g., ticketing system, emails, phone calls).Analyse and categorize incidents, prioritizing critical ones for immediate attention.Coordinate with relevant teams to resolve incidents, ensuring minimal impact on operations.Document incident details, resolutions, and lessons learned for future reference.Problem Management:Identify recurring issues and potential problems by analyzing incident data. Conduct root cause analysis to determine the underlying causes of problems.Collaborate with teams to develop and implement preventive measures and long-term solutions.Maintain a knowledge base of known problems and their resolutions.Change Management:Review and assess change requests submitted by different departments.Evaluate the potential impact of proposed changes on systems and processes.Create change plans and ensure appropriate testing and validation processes are in place.Coordinate change implementation, communicate with stakeholders, and manage rollback plans if necessary.Asset Management:Maintain an inventory of all hardware and software assets within the organization.Conduct regular audits to ensure accuracy and compliance with licensing agreements.Optimise asset allocation and utilization to reduce costs and improve efficiency.Plan and oversee the disposal or replacement of outdated assets.

I was deployed at technical BPO, who handles the queries related to internet issues. Like Outage, Routers connectivity, troubleshooting related desktops and laptops etc.