Shreya Dhingra Email & Phone Number

Canada

Ontario, Canada

Coach and motivate call center representatives to meet KPI targets Monitor agent productivity to meet service level needs Conduct personal interviews for prospective employees Deliver mid-year and year end reviews for Tier1 employees Validate variable pay for call center employees Create flexible schedule environment to maintain attendance target

Train new hires to join and succeed in Rogers’ Ignite technical support team Cross train agents on Fido technical support and GPON technical support Adapt training style to meet learners’ needs Maintain a high engaging environment during the virtual training Hold weekly meetings to ensure good rapport between new hire and SME

• Coaching and leading call center representatives as they provide support for customers.
• Generate KPI reports via Compas and analyze power BI reports to have performance management conversations with agents
• Answering representative’s questions, guiding them through difficult calls or issues
• Leading team meetings and scrums, asking questions to better understand the calls that the representatives are receiving and educating agents regarding processes and policies
• Helping agents to troubleshoot WFH equipment and escalate to IT if required while being on the support bridge
• Hold team huddles to have high employee engagement even in a virtual environment

• Coaching and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues
• Leading team meetings and scrums, asking questions to better understand the calls that the representatives are receiving and educating agents regarding processes and policies
• Helping agents to troubleshoot WFH equipment and escalate to IT if required while being on the support bridge
• Hold team huddles to have high employee engagement even in a virtual environment
• Create huddle and coaching schedule

Toronto, Canada Area

• Take ownership and accountability with all customers regarding technical issues; troubleshoot as needed and always surpass expectations.
• Deliver best-in-class customer service while maintaining a record low ACW and high FTR rate.
• Emotionally connect and empathize with customers concerning technical problems; provide speedy and accurate resolution.

• Call the customers and acknowledge the failed install.
• Escalate the issue to appropriate teams to convert the failed install in a successful install.
• Reply to the emails in DOI inbox within SLA
• Follow up with the customers to test the resolution
• Run End of Day reports to get insights

• Perform validation checks on technician work orders and confirmed pay codes.
• Maintain day-to-day operations via calls and emails regarding any outstanding work orders.
• Coordinate with cross functional support teams and determine best solution for all work order discrepancies.

• Assist Senior Learning Facilitators with CEL training delivery and in-class course material implementation strategies.
• Provide guidance and support to Co-pilot team to ensure smooth daily operations.
• Assist Team Managers with Co-pilot team huddles and adapt to any and all on-going program changes.

Trained/coached new hires

Chandigarh Area, India

Canada

Diploma, Business Aministration - Marketing, 3.48 Gpa

Activities and Societies: A former member of Sheridan marketing association: Organized events like movie night and build up the garden in.

High School/Secondary Diplomas And Certificates, 84.6%

Activities and Societies: Worked as an H.O.D of Friends N company, formed for a Business assignment in school Worked as an NSS candidate.