Harsha Kumar

• Involved in end-to-end support on exception dispute concerns raised by the customer/partners/distributors
• Handling compliance issues aling with the true forward billing, quote creation, deal creations acquisitions & recurring revenue generation
• Handling and educating customers on license delpoyments
• Working with the team closely to avoid agent escalations from various cross functional teams and leadership teams (Internal & Client)
• End-to-end addressing Enterprise Agreement requests & escalations
• Process improvement & helping the team to maintain TTA/TTR/SLA metrics for the assigned work
• Defect logging, Bug Reporting, Tracking & Case closure
• Suggesting clients to raise Problem IDs for process improvement to release the bandwidth on the team to focus on different areas in the project
• Maintained well-groomed test cases of user stories to ensure defect free release in the projects
• Opening the defect as per user stories an ensuring that they are closed within release
• Handling end-to-end BPLO Compliance Track – Exception/Disputes, Quotes & PORD categories
• End-to-end customer facing on their requests
• Maintained CSATs to the maximum
• Involved in scaling up the new members in the team as per their interests
• Creating WLI (Work Level Instructions)
• Helping in creating Metric every quarter, monthly and weekly as per the fiscal calendar and show casing to the leadership of Zensar and Client
• Educating customers on the new releases in the track and improvements to ease their use
• Tools – CCW, CCW-R, CSH Hub, PEGA, Toad for Oracle, Tableau Dashboard.

• Identify areas in which performance is lagging.

• Actual performance levels must be measured and specific measurable goals for improvement must be set.

• We come together to identify possible causes for performance lags as well as opportunities for performance-enhancing.

• Performance of the company, group, or individual in question is monitored over time, and an evaluation of performance level changes sheds light on the effectiveness of the changes.

• Tools – CCW, CCW-R, CSH Hub, PEGA, Toad for Oracle, Tableau Dashboard

• Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.

• End-to-end customer facing concerns.

• Produced monthly reports using advanced Excel spreadsheet functions.

• Corrected any data entry error to prevent later issues such as duplication or data degradation.

• Documented business workflows for stakeholder review.

• Researched and resolved issues regarding integrity of data flow.

• Created various Excel documents to assist with pulling metrics data and presenting them to give concise understanding of best placement for needed resources.

• Participated in requirements meetings and data mapping sessions to understand business needs.

• Identified and documented project constraints, assumptions, business impacts, risks, and scope exclusions.

• Evaluated consistency and importance of different business intelligence data against needs to determine optimal courses of action.

• Tools – CCW-R, CSH Hub, Customer Discovery Tool, Cesium, Cisco Ready, MCE, AMI Tool, RMA.

• Used remote diagnostic tools to identify sources of certain customer issues.

• Worked remotely with the field engineers if they need assistance in recommending and ordering the required parts to resolve the issue at the earliest.

• Worked on severity 1 and severity 2 based on the production impact.

• Also, escalated the parts to supply chain considering the production impact in customer’s environment.

• Coordinated with Unisys in re-scheduling the onsite visits and assigning Field Engineers based on the required skill sets.

• Worked as mentor in getting new engineers trained and helping them in their initial stage.

• Coordinated with L1 and L2 Engineers to make sure that they follow clean task process.

• Handled escalations while the customer is irate in case there was a wrong part ordered by L1 / L2 Engineers.

• Dispatched cases within the SLA (As per the entitlement contract) and made sure that the cases are handled within the RCTAT.

• We have also coordinated with the UPS team to track the parts that were ordered.

• Answered calls and emails at help desk to assist customers with complex issues.

• Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.

• Broke down and evaluated user problems,

personal expertise, and probing questions.

• Scheduling Customer Engineer Visits.

• Ordering parts to customer location.

• Co-ordination with customers on average of 48 calls per day with minimal AHT.

• Supply chain process.

• Coordinated with UPS across USA/ Canada.

• Tools – Salesforce & Supply chain tools experience (Tracking packages and speaking to clients).

• Developed and implemented daily operations plans such as
  delivery routes, employee assessments and promotional strategies.
• Implemented policies and standard operating procedures for continuous improvements.
• Identified and resolved unauthorized, unsafe or ineffective
  practices by inspecting production areas regularly.
• Protected company assets from loss, theft or damage by setting and enforcing effective security policies
• Partnered with vendors and suppliers to effectively manage and budget for over 10 lakh in inventory
• Boosted team performance with enhanced employee evaluation process
• Build relationship with customers and manages accounts to drive
  revenue and profits.