Nishant Vohra Email & Phone Number

Delhi, Dl, In

Delhi, Dl, In

Noida, Uttar Pradesh, India

Currently working as major incident manager for Staples in HCL Tech.

Noida, Uttar Pradesh, India

• Working as the point of contact for all major incidents at Staples Inc., including but not limited to fulfillment centers, high-traffic websites, and networks, resulting in improved incident handling and response times.• Facilitating resolution of P1 and P2 incidents by coordinating with cross-functional teams, ensuring timely response and minimal impact on customers.• Developing and maintaining a comprehensive incident management program and emergency operating procedures in collaboration with solution and stream teams.• Actively participating in RCA (root cause analysis) calls with the problem management team for identifying and solving problems and known errors.• Identifying and approving emergency changes and taking critical business decisions for restoring the service and minimizing its impact.

Gurugram, Haryana, India

• Started my journey as Sr. Customer care professional in CPS Project.• Managed queries of all US based customers regarding their credit cards bills and payment, resulting in improved customer satisfaction and brand value.• By analyzing client accounts and spending patterns to give additional value to consumers' purchases, upselling various credit cards encourages people to utilize American Express cards. • During Covid, i was moved to Major incident Management Team.• Served as the incident manager for major outages, coordinating response from teams and facilitating information sharing.• Acted as liaison between technical response teams and the business to minimize the impact of an incident on operations.• Conducted post Incident reviews and provided insights to guide process improvements.• Achieved the highest quality and upselling scores in the team and became the first person in the batch to move to Champion’s FIG.

Noida, Uttar Pradesh, India

• Provided advanced first-level technology support for McDonalds Australia and New Zealand Stores, resulting in smooth business flow.• Responded to all calls received by the Help Desk (phone, email, chat) and ensures that each Help Desk call received is logged.• Acted as a first point of contact for providing support for all IT applications and systems to McDonald's Australia and New Zealand internal end users.• Applied knowledge of information systems and services to investigate and identify applications, systems, and network problems. Uses tools, techniques, and knowledge bases to resolve issues.• Worked as User administrator providing assistance with Active Directory, Office 365, and other user management tools.• Follow up with customers, update their status and information, and record events, issues, and how they were resolved using the ServiceNow tool.

Gurugram, Haryana, India

• Served as a first point of contact for Dell US customers and assisted them with their queries regarding their desktops and laptops.• Accepted calls and emails and responded to questions from US customers who were encountering issues with Dell goods or services. locating, analyzing, determining, and fixing hardware and software problems. Testing computer components and, if necessary, recommending new items.• Researched, resolved, and recorded all levels of software questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.• Responsible for deep technical knowledge in operating systems, networks (LAN,WAN), firewalls, routers, switches, tools used for remote control and diagnostics, and good analytical skills.• Handled escalation and confirmation calls to upsell Dell services.• Managed teams in the absence of team leaders.• Assisted the manager with shift-end analysis and talking out service request dumps from the Siebel CRM ticketing tool.• Earned Michael Dell’s Award for achieving distinctive performance in the process.

New Delhi, Delhi, India

• Worked in United Airlines project as customer care executive.• Handled incoming calls from all United States customers and helped them with solving their queries related to their tickets, flight schedules and baggage policies.• Helped all callers with ticket bookings, cancellations and upselling the upgraded seats.

New Delhi, Delhi, India

• Worked for a sole proprietor website development organization as a pre-sale consultant.• Contacting Canadian small and medium business and collecting information about their requirements for website development.• Booking appointment with the consultant in case of website requirements.

New Delhi, Delhi, India

• Served as a customer care executive for Hyundai Motors India limited project.• Worked under both incoming and outgoing role for accepting customers queries regarding their vehicle and also calling customers for follow up and upselling.• Provided 24/7 support on emergency assistance line to ensure customer satisfaction.