Peter Paul Email & Phone Number

Coimbatore, Tamil Nadu, India

Coimbatore Area, India

• Lead a team of engineers skilled with Windows and Linux platform
• Liaison with the client for requirement and delivery.
• Improve on the Quality process to ensure all internal and client processes are complaint
• Increased Revenue by 20% and reduced customer complaints and improved customer satisfaction
• Work with the internal sales team for RFP process and provide solutions to customers
• Plan and Support the team for technical issues related to server migrations, site migrations

Vancouver, Canada Area

• Planning timescales and the resources needed;
• Clarifying a client's system specifications, understanding their work practices and the nature of their business;
• Liaising with staff at all levels of a client organization;
• Defining software, hardware and network requirements;
• Analyzing IT requirements within companies and giving independent and objective advice on the use of IT;
• Developing agreed solutions and implementing new systems;

Vancouver, Canada Area

• Provide helpdesk and technical support remotely and on-site support to customers
• Monitor and manage the ticket system
• Presales and Project Planning
• Install, configure and support server hardware and software
• Manage and maintain the corporate infrastructure servers and networking appliances
• Visit clients on a weekly basis to perform maintenance and provide on-site support

Vancouver, Canada Area

Plan, execute, and finalize projects according to strict deadlines and within budget. This includes acquiring resources and coordinating the efforts of team members and third-party contractors in order to deliver projects according to plan.

Chennai Area, India

• Main liaison for the Service Delivery team for smooth transition of Operations for India, Philippines, Poland and US Sites.
• IT SPOC for Global for the Clients and the Operations and IT team
• New Project Implementation
• Transitions of Projects

Chennai Area, India

Main liaison for client, Manage Service Level, Meet End user satisfaction goals through First Call and First Contact Resolution; Improve Resource efficiency through Average Handling Time (AHT), Utilization, Occupancy & calls per agent; Effective Cost Management by optimizing Direct Manpower to Indirect Manpower Ratio

Chennai Area, India

Led the Service Level team to manage- Capacity Management, Real Time Management, Floor Management- Interactions with Support team like IT, Logistics- Handling Planned and Unplanned Outages- Backup Planning for Shrinkages

Chennai Area, India

• Led a team of 4 Team Leads with 80 agents and exceeded productivity and quality metrics
• Main liaison for Client Input for Quality Processes
• Led a team of 8 Voice Quality coaches to ensure on-going efficiency and quality
• Led a team of 4 Quality Leads in enhancement of Quality Process- Defined the Quality Audit Manual- Ensured all agents, team leads, team managers are trained and tested on all Process Quality- Defined Quality Audits and.

Chennai Area, India

• Led a team of 15-20 agents towards set targets in productivity and quality metrics
• Planning and scheduling regular training sessions for the team and scaled agents based on skill sets
• Handling escalated calls from the team during the absence or shortage of Escalation Leads on the floor
• Project Level Initiatives -- Training for project during special project level initiatives like End-User Satisfaction and AHTimprovements- Led a cross tenured team of 8 members comprising of Agents, Escalation Leads.

Chennai Area, India

• Providing Technical Support for Networking Products and Issues for the US customer base.
• Co-led a team of 6 members for Knowledge Engineering(KE) Team to release a KE manual for the client on a weekly basis containing information like Top call generators, top escalated issues, etc.

Chennai Area, India

Cochin Area, India

Cochin Area, India

Cochin Area, India

Cochin Area, India

Cochin Area, India

Bachelor Of Business Administration - Bba, Business Administration And Management, General, A

Advanced Diploma In Information Technology, Information Technology, A

Wbhse, Commerce, Pass