Rishikesh K Singh Email & Phone Number

Bengaluru, Karnataka, India

• Led a highly technical team of 8 experts, supporting B2B Contact Center software hosted on AWS cloud. Improved service level agreements (SLAs) and resolution efficiency through knowledge sharing, skill development and.
• Streamlined ticket and resource distribution process enabling faster movement on high-priority and aged cases.
• Initiated bi-weekly case review sessions for discussion, knowledge sharing, establishing next steps and faster resolution
• Generated high-level productivity reports and dashboards for executives
• Achieved accurate SLA stats by identifying and correcting several errors in JIRA ticketing system Individual / Team Development
• Helped engineers and teams achieve their respective OKR goals

Bengaluru, Karnataka, India

• Technical Support Consultant - Customer Experience Division
• Customer Journey - from onboarding to go live: Worked on user account setup, initial customer training, a dedicated support group for go-live support, faster resolutions, customer satisfaction surveys, and customer.
• New Hire: Screened and recruited new Support engineers, onboarding and training on production workflows and tools, transition to production providing ongoing support and guidance.
• Process Improvement: Added new KB articles in the knowledge base library, updated and improvised KB article format, Optimized internal case workflow, case documentation and transition, and revised roster for better.
• CSAT - 25 % improvement in customer satisfaction.
• Tickets - Review, assignment, and Management.

Bengaluru, Karnataka

• Led a 12-person technical support team for B2B enterprise software (on-premise & cloud). Collaborated cross-functionally with engineering, product, and QA to address issues and improve performance. Managed critical.
• Improved ticket documentation using standardized templates and formatting.
• Developed clear ticket escalation procedures.Results: Reduced resolution time, boosted agent productivity, better trend identification and improved CSATStreamlined Handovers:
• Defined process for documenting key information in the handover tickets.Result: Seamless knowledge transfer, reduced delays, more accurate diagnoses and faster issue resolution.Customer Service and CSAT:
• Monitored average for KPI metrics - first-call resolution, resolution time and CSAT score for improvement opportunities.
• Identified recurring issues and knowledge gaps based on ticket data.

Bengaluru, Karnataka, India

• Served as the single point of contact (SPOC) for a strategic customer account, ensuring all their needs were addressed promptly and effectively.
• Managed and enhanced the relationship with the strategic customer, aligning our services to their strategic objectives and ensuring seamless coordination and communication, effectively meeting their needs, and.
• Actively engaged in liaising with the key customer throughout the User Acceptance Testing (UAT) phase, identifying and resolving critical issues that hindered the go-live process, and ensuring the successful launch of.
• Responsible for overseeing and managing the Technical Support operations, including assigning tasks, balancing workloads, maintaining shift discipline, and ensuring engineers adhere to real-time schedules.
• Identified and prioritized skill deficiencies in engineers at a component level, provided feedback to management for training opportunities and participated in training activities while monitoring engineers for.

Bengaluru, Karnataka, India

• Managed customer-reported concerns and inquiries regarding the Aspect Dialer System, a comprehensive application used in contact centers for various functions including inbound/outbound calls, Interactive Voice.
• Effectively collaborated with teams such as Tier 2 and 3, Engineering, on-call support, and management, to prioritize, escalate, and resolve high-priority issues.
• Performed detailed analysis of incident logs and traces as part of issue investigation and troubleshooting, escalating when necessary to the Engineering/Development team and supplying them with the required incident.
• Prepared and thoroughly reviewed the Root Cause Analysis (RCA) document for customer distribution.
• Proactively planned and participated in tasks such as the deployment of patches and hot fixes, and the delivery and implementation of service packs and version upgrades at client sites.
• Moreover, I prioritized tasks effectively to adhere to Service Level Agreements (SLAs), ensuring no delays in the provision of the RCA report."

Bengaluru, Karnataka, India

• Offered technical support for various devices and applications, including remote troubleshooting, RSA secure ID setups, and pin configurations for secure ID tokens.
• Utilized tools like Tivoli, Veritas, and SMS 2003; mentored and trained new hires, providing them assistance with technical issues.

Gurugram, Haryana, Indi

• Delivered Technical Support to North American ISP users, enhancing customer satisfaction.
• Configured and troubleshooted ADSL modems/routers, PPPoE, static IP settings, and wireless connectivity issues to their resolution.

New Delhi, Delhi, India

• Troubleshot networking products for home and office setups, including routers, switches, adapters, and related software, while creating and managing case resolutions over the phone.
• Escalated critical issues, collaborated with leadership for efficient problem-solving, and implemented feedback from the Technical Quality team.

Postgraduate Degree, Information Technology

Diploma, E-Commerce/Electronic Commerce

Activities and Societies: E Commerce basics, web designing, html scripting, Microsoft Office

Bachelor Of Science - Bs