Sharathkumar K Email & Phone Number

Bengaluru, Karnataka, India

 Vendor Managemento Manage, plan, and coordinate the Vendors’ SLA performance to ensure that service levels, and quality objectives are accomplished.o Conduct time & motion study every quarter and measure productivity using the data.o Interact with vendors and the main point of contact for NSS Admin team.o Determine the best practices for the team to meet business needs.o Prepare reports from the vendor data and submit it to the management.o Providing access to the different tools for the vendor team members to meet business needs.o Visit vendor site weekly or setup a conference call to clarify and resolve process related questions/issues.o Monitor the Abandoned and Agent not answering chats and follow-up for RCA if not provided within 24 hours. Handling escalations from internal and external users to provide a quick and accurate solution. Enhance Support Site user experience by proactively identifying bugs and resolving them by engaging the development team. Assist with any process changes or questions, perform UAT for process affecting the NSS Admin work group of CSIB Ops team. Defining process flows with cross functional teams to understand the responsibility of the Support site admin team and their functions. Part of the council in deciding various requirements/ enhancements for the Support site and SAP. Manage various proactive and reactive data cleanup projects, partner setups and terminations. Perform UAT tests for various process changes and tool changes.

Bengaluru Area, India

 Work on new web registrations and cases. Perform Quality Audits for the non-technical transactions worked by the team globally. Handling escalations from internal and external users, and provide a quick and accurate solution. Meet with the cross-functional meetings to improve the process as per the business requirements. Prepare training documents for the current process and maintain Business Glossary. Training new hires on the process. Mentoring the new hires to work on various scenarios that help them to handle the cases individually. Point of contact to support the chat process from the vendor site.  Support and Sustaining Operations in SAP.o Monitor implemented systems and processes to ensure high performance.o Manage support requests to ensure timely and thorough resolution of issues. Engage with vendor service support groups to bring resolution to system performance or other processing issues. Determine areas on the Support site & SAP which could benefit from automation or process improvement, and initiate such improvements leading to better Customer Experience. Review/discuss necessary steps in ensuring questions posted in the Community/Forums are answered as per the NSS Admin process. Create/update process documentation and post them to the NSS Admin community

India

 Support web-based products and services through email support, desktop support, and telephone support. Monitoring the inflow of registrations on the Support site by customers and partners on daily basis. Monitoring the case inbox and work on the issues raised by the customer and partners on daily basis. Troubleshooting and routing various issues on the Support site.  Interact with customers and troubleshoot problems to provide a high level of customer support. Utilize SAP CRM to perform the changes required. Provide web publishing support, training and design consulting services for content publishers. Provide user support, training and administration for Enterprise content management and collaboration applications. Provide functional and user testing for web applications. Perform production of web metrics and analysis of designated content for content owners. Participate in cross-functional web based projects.o Coordinate with IT development teams to manage the development process and resolve issues.o Participate in the meetings with SCA, CSR and PPR teams to socialize the process.o Interacting with CMAT, SCA, CSR, Geo Rep, PE and other cross-functional teams to get issues resolved at the earliest through email or telephone.

Bengaluru Area, India

 Support web-based products and services through email support, desktop support, and telephone support. Monitoring the inflow of registrations on the Support site by customers and partners on daily basis. Monitoring the case inbox and work on the issues raised by the customer and partners on daily basis. Troubleshooting and routing various issues on the Support site.  Interact with customers and troubleshoot problems to provide a high level of customer support. Utilize SAP CRM to perform the changes required. Provide web publishing support, training and design consulting services for content publishers. Provide user support, training and administration for Enterprise content management and collaboration applications. Provide functional and user testing for web applications. Perform production of web metrics and analysis of designated content for content owners. Participate in cross-functional web based projects.o Coordinate with IT development teams to manage the development process and resolve issues.o Participate in the meetings with SCA, CSR and PPR teams to socialize the process.o Interacting with CMAT, SCA, CSR, Geo Rep, PE and other cross-functional teams to get issues resolved at the earliest through email or telephone.

Compare the data in one tool with the other for data accuracy and make necessary changes.

Auditing the performance of the hot and cold vending machines and prepare monthly MIS reports.

Be, Electrical And Electronics Engineering

Bachelor Or Engineering, Electrical And Electronics Engineering

Diploma, Electrical And Electronics Engineering

High School