Nisha Susan Rajan Email & Phone Number

Bengaluru, Ka, In

Bangalore Urban, Karnataka, India

Bangalore Urban, Karnataka, India

Bengaluru Area, India

Bengaluru, Karnataka, India

Bengaluru Area, India

• Handle 6 Team leaders and 90+ advisors• Part of capacity planning and preparing weekly schedules for the team leaders and advisors• Involve in advisor development from recruiting to certification and handing over to production• Monitor the performance of the span• Monitor Service Level for the Floor• Fix target with the client and work with Team leaders and advisors to achieve it• Schedule training for non performing advisors• Take skip level meeting with the advisors• Review Process Improvements – Weekly Basis to ensure the targets are met and the KPIs are on track• Involve in Decision Tree enhancements

Bengaluru, Karnataka, India

Bangalore

• Handle customer escalations directly for immediate resolution updates• Preparing daily workloads for staff & co-ordinating the daily allocation of work• Motivating the team to achieve high standards and KPI targets.• Handling new client enquiries and acting as the face of the business.• Dealing with and resolving problems and issues which arise.• Working with the Field Operations team to resolve customer complaints effectively.• Mentoring and training up junior and new staff.• Monitoring & reporting on standards & performance targets.• Arranging & chairing weekly team meetings, focussing on targets & achievements.• Implementing new initiatives• Praise team members and creates a positive working environment.• Ensuring all administrative and IT records are entered and updated correctly.• Providing prompt and accurate information on individual performance

Bengaluru Area, India

Subject Matter Expert March ’15 to August ’15• Provide Technical support for a team with the TL• Monitor the scores for advisors and give feedback to improve• Handle escalationsSenior Technical Support Officer L3• Network Troubleshooting & Email Configuration• Assigning engineer visit if required

Cochin Area, India

Project Clientelle: AT & TService Delivery Consultant• Troubleshooting for Networking Issues• System Optimization• Virus Removal• Configuration of wireless connection in different devices

Chennai Area, India

Project Clientelle: British TelecomsSenior Technical Support Officer• Troubleshooting for Networking Issues (E.g.: Network Connectivity, Device Connectivity, etc.)• Network Switch and router configuration• Email Configuration E.g.: Microsoft Outlook, Mozilla Thunderbird, Windows Livemail• Check the line status for customers and assign engineer visits if required

Epgdm, Information System

Master Of Computer Applications - Mca, Computer Science

Master Of Computer Applications (Mca), Data Mining And Oracle

B Sc, Maths

+2, Computer Science