Sameer Ailawadi Email & Phone Number

 Rolling out new Policies related to Ethics (business and Personal) & Code of Conduct after coordinating with HR Department. ADMINISTER the affairs in accordance with ORGANIZATIONAL POLICIES Daily Preshift Hurdle discussing that day strategy.  Regular 1x1 with TM’s. Discussing IDP’s. (Individual Development Plan). Initiated One level SKIP meeting  Coordination with Learning & Development (L&D) department and ensuring that not only people get timely trained but get to the next role easily.  Direct call center operations as a liaison between clients, supervisors, and call center employees. Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. Conduct group training sessions on new PRODUCTS.  Develop sales techniques of each customer service representative to drive revenue growth. Coordinate the interviewing, hiring and training of over 300 customer service representatives.  Monitor interaction between staff and callers to ensure quality assurance standards. Review call center statistics to measure staff performance and the need for improvement. Motivate people to emphasize more on PRODUCTIVITY and how to increase.  Created FUN CLUB which takes care of several activities to make the floor lively and highly motivated. Support of the NEAUROGRAPH machine (both S/W & H/W related)

 To be available as a Technical Trainer to answer all queries of New Hires. To provide the priority technical support to the New Hires during Transition Queue every Month. To help them build the learning curve to be able to achieve the Production capabilities. To provide the regular 1X1 feedback to the New Hires in an Area of Opportunity. To help them share the best practices and motivate to take individual initiatives to be a Team Player.  To ensure the smooth certification process and transition from Technical Training to Transition Queue. To handle ESCALATIONS in all the process and give a prompt solution there & then.Promoted to CASE MANAGER taking care for each and every log

InitiativesHave supported Transition Queue across the LOB as a support group whenever required.Generating regular reports on Case documentation, CE Scrubs and has been providing the feedback to the team along with the Positive Trend analysis.Monitoring the AVAYA & driving different metrics for the team like CRW, AHT, RR, Ownership and AUX Usage along with DAR-E & Dell connect Usage.Job Description-------As an AgentJoined as Sr. Technical Support Associate in call taking role and successfully moved to Technical Support Expert in December 2005 in US-CTS process.Worked in EWS (Expired Warranty Support Dept.) where support is only given once the warranty is sold (Printers/Desktop) and successfully moved to Technical Support Coach/Lead role in October 2006.AchievementsAwarded the best performer for the month of August and December 2005 in DELLWas in top 10 in EWS process consecutively for 5 months.Ended the calling profile with last 12 audits at 100%.; with the Process of Microsoft Windows XP (LIBGURU)Job DescriptionTo generate the code, test the same to get it implemented on client side.To provide the first time resolution to the Support Professional dealing directly with the Clients.To provide the 100% fix to technical problems with computers.Proven ability to prioritize and complete multiple tasks with Excellent problem solving and project management skills.Easily establish rapport with clients, managers and co-workers.Worked with HINDU COLLEGE as Lecturer taking care of MBA & MCA classes from July 2003 to June 2004 taking care of the COMPUTER SUBJECTS. Skills / SeminarsA Part of Yellow Belt Project to increase Com- Sat of the Process as a Key Contributor.Actively participated and conducted several Seminars, attended by prominent professionals. Some of the Burning Topics takenTotal Quality ManagementWAP (Networking)Technology Ahead??