Global Talent Acquisition Specialist | Business Development ManagerMiddle East, Europe and Africa

o Managing team of 10+ reportees and delivering Operational Metrics for Online voice based process for an American Property Preservation Company, dealing with customer’s queries. o Delivering Operational KPIs week on week in terms of performance. o Performance Management through variance reduction and outlier management through high challenge and high support mechanism. o Delivering real time on call support along with sup calls and handling Chargebacks and at-costs as the lead for Operations. o Monitoring on call behavior of advisors thus ensuring real time checks by coaching & audits.

*Responds to customer technical problems/issues related to hardware, software andnetworking via e-mail/chat, online, social media and phone.*Assists customers by diagnosing problems and providing resolutions for technical service orcare issues.*Uses troubleshooting techniques and tools to identify products that are defective and followguidelines in issuing service ca lls/contacts.*Advises/educates customers within procedural guidelines to ensure a complete solution totheir technical or service questions.*Identifies, researches and provides input on unique or recurring customer problems.*Remains knowledgeable of Dell’s product line, current industry products and technologies.*Focuses on delivering a positive customer experience according to Dell standards.*Monitors and tracks issues to ensure accurate resolution.*May be involved in revenue generation activities with current Dell customers.*Reviews and distributes pertinent cross-functional information.* Handles Escalated and complex customer technical issues.*Mentor and train new joiness and provide support.*Manage team in the absence of Manager

*Taking Inbound Calls and providing technical support for hardware issues for US customers with their dell desktops, laptops and printers.*Proficient at maintaining cordial relationship with customers and clients, ensuring quality & service norms to achieve customer satisfaction and business retention.*Taking ownership for issue resolution.*Generating revenue for the organization.

Successfully handled client queries through calls.Proficient at maintaining cordial relationship with customers & clients, ensuring quality & service norms to achieve customer satisfaction and business retention.Recipient of the various applauds & accolades for being consistent performance and excellent call taker.As a quality Analyst handled a team and groomed the Agents for being proficient on quality parameters and soft skills.Giving regular feedbacks and taking trainings sessions, huddles and meetings to discuss on their performance.Driven the team to improve team quality scores by handling team contests & games.Prepare & Updated Team Reports & Activities.