Narayan K Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru Area, India

Bengaluru Area, India

• Span of Control 25-30 engineers.
• Work Closely with EMEA PS CSS & Customers to deliver excellent Customer Experience & Operational Efficiency
• Demonstrate in-depth Technical/Process capabilities and professional knowledge
• Ability to quickly assimilate to Process change/new knowledge, remain current on new developments/Latest Process updates
• Lead planning and review meetings
• Involvement in Projects & Programs and participating in the analysis/implementation of business strategies

Bengaluru Area, India

• Key Responsibilities
• Span of Control 12-15 engineers.
• Ensure Call Quality for the process and efficient Coaching and feedback sessions
• Generate daily reports on key metrics (End to End Customer Experience / Diagnosis accuracy along with Remote Centre Turn Around Time)
• Driving metrics in the process by Daily Review and providing coaching and feedback sessions
• Initiate external and internal calibrations, to be on the same page of the monitoring system.Performance Management

Bengaluru Area, India

• Key Responsibilities
• Provide assistance to ASP/Reseller/CE Assist/LAC over phone on Notebook, Desktop, Workstation, Thin Clients & Neoware, Point of Sale and Management & Virtualization Software.
• Handled demanding customers to manage Hotsheet cases.
• Handled consulting calls from front line teams regarding hardware, software or process queries handling AMS customers.
• Provided New Hire and Refresher training during the tenure to more than 3 batches.
• Worked with GCC engineers to solve complex issues on the above mentioned products/technologies.

Bengaluru Area, India

• Key Responsibilities
• Provide best in class support to the customers over phone on HP notebooks and accessories
• Provide help to customers on RAID, HP Protect tools, Windows OS.
• Meet efficiency and customer experience metrics by providing the right and fast solution to the customers.