Abhijnan Roy

• In this role, I manage Channels: Chat, Email & Phone
• Levels of support: Level 2 and Level 3
• Performed cost analysis for various projects to determine budget requirements.
• Coordinated cross-functional teams to ensure timely delivery of products and services.
• Developed and implemented operational procedures to ensure quality standards are met.
• Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
• Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
• Collaborated with management team on long-term strategic planning initiatives for the organization.
• Collaborated with other managers across the organization to develop strategies that support overall company objectives.
• Won 13 awards as part of a successful business delivery team.

Played a key role in:

• Stakeholder Management
• Business Reviews & Strategy
• Project Management
• Process enhancements with measurable outcomes
• Quality & Training Management - Multi region + vendor operational assistance and guidance

• Responsible for team governance of 20+ associates
• Shrinkage/Attrition/Performance Delivery
• Initiation of Performance Management
• Attrition Control
• Employee Growth

• Analyze and solve lower-complexity problems
• Day to day interaction is with peers within Tech Mahindra before updating supervisors
• Limited exposure with clients
• Was on a constant lookout for ways to enhance value for your respective stakeholders/clients
• Was an individual contributor as a part of a team, with a focused scope of work
• Won 4 awards as best QA for completing highest aufits on the floor with minimal variance.

• Provided online support to a UK client as part of specialised Escalation queue and resolved their issues
• Taking ownership of customer issues as a higher tier specialist and work with Eng team to see issues through to resolution
• Identified, diagnosed, troubleshot, and provide optimal solutions to resolve system Windows, PC, and laptop issues, ADSL Broadband, FTPP, Fixed Line services
• Ensured standard procedures for escalation to the client POCs
• Awarded as best Escalation team agent for month and Annual year, helped work with Client POCS and received recognition from Client foor proactive approach.