Sourabh Mishra

Working with technical support project with supporting team since last 2 year.

• Working for Dell NA WUR project, while offering system exchange to customers having issues with their Dell system.
• Doing hard check on customer account before offering system exchange to customer (account debit, checking pending dues, within 30 days account or more than 30 days account, multiple dispatches, etc).
• Supporting team includes : query resolution, team management in absence of my manager, checking case quality, attending client call.
• Mentored junior team members in advanced problem-solving techniques, resulting in higher first contact resolution rates.
• Supporting new agents with training for process and helping them for their validation
• Reduced ticket backlog by implementing more efficient workflows and prioritization techniques.