Abhik Mukherjee

• Managing a team of 45 agents and 4 TL's based in India and Manila region.
• Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
• Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
• Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.

Handling a team of 31 service desk agents including 2 SME's and tracking their overall SLA parameters such as FCR, Csat, Login hours, Quality etc

Providing one on one feedback to agents regarding their scope of improvement.

Conducting daily huddles to ensure that everyone is on same track and also to ensure that the overall metrics are being met.

Coordinating with different teams such as Knowledge management and Change management to see if any new KB needs to be updated or any change needs to be bought in the team/ Project.

Conducting random audits of chats/ calls to check if the compliance issues are being met on a day to day basis.

Interacting with the clients on weekly WBR calls to present CSAT scores for the project and take any improvement ideas.

Working on Backlog tickets to reduce the count of the same.

• Currently leading a team of 25 L1 agents with 2 Sme's and managing their overall parameters such as FCR, AHT, staffed time, quality and also giving them constructive feedback
• Rendered and monitored IT support to business users in the US, Canada and Australia via calls, emails, and web chats
• Collaborated effectively with the management, users as well as team members maintaining composure in a fast-paced work environment and providing real-time adherence monitoring as per specific criteria to each of them
• Worked on several IT applications such as Service now, Oracle, Kronos, reflexes, Active Directory, RSA token, Ericom etc
• Making use of Ticketing tools to follow up on escalated incidents and making use of Networking and Incident Management so that the SLA is met.

• Ensuring best service provided to the customer and over viewing the companies' products
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently Managed wide variety of customer service and administrative tasks to resolve customer issues
• Created plans and communicated deadlines to ensure projects were completed on time.

• Rendered support to customers in the UK on N Power Energy Services via emails, and web chats
• Promoted to the level of Floor Support based on exemplary performance and achieving highest customer interactions in a year
• Gained immense exposure to handling call volumes, workloads, and staffing optimization while simultaneously managing and executing assignments/projects
• Skillfully identified and resolved process challenges through thorough training, performance metrics analysis, and utilizing advanced optimization techniques.

• Customer query & Sales on call management through webchat
• Helped drive sales goals and achieve monthly quotas
• Asked open-ended questions to assess customer needs
• Handle and carefully respond to all customer inquiries with accuracy and efficiency
• Provide excellent customer service through active listening
• Work with confidential customer information
• Aim to resolve issues on the first customer interaction by being proactive
• Understand the wants and needs of the customers, and recommend them a great service plan tailored to their specific circumstances.