Summary
Overview
Work History
Education
Skills
Affiliations
Languages
US Patent : Automatic presence-based conference joining methods and systems Abstract
Accomplishments
Certification
Websites
Timeline
Generic

Ankita Desai

Pune

Summary

Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Operations Manager, Customer Experience

Avaya India Pvt Ltd.
Pune
03.2021 - Current
  • Conducted regular performance reviews for customer service staff in order to identify areas for improvement.
  • Participated in strategic planning sessions focused on improving overall business operations through enhancing the customer journey.
  • Developed and implemented customer service policies and procedures to improve customer experience.
  • Oversaw implementation of new technology platforms designed to improve customer experience.
  • Provided guidance on resolving complex technical issues escalated from frontline staff members.
  • Coordinated cross-functional initiatives across multiple departments in order to achieve desired outcomes regarding customer satisfaction.
  • Analyzed customer feedback data to identify trends and develop strategies to address customer issues quickly and effectively.
  • Ensured compliance with all applicable laws, regulations and industry standards related to customer service operations.
  • Implemented quality assurance programs to monitor accuracy of customer interactions.
  • Analyzed customer feedback data to identify areas of improvement in customer service operations.
  • Managed day-to-day operations of the customer service team, including hiring, training and coaching employees.
  • Monitored team performance against established benchmarks in order to maximize productivity levels.
  • Assessed existing processes, identified opportunities for improvement and recommended solutions that increased efficiency within the organization.
  • Created detailed reports on operational performance metrics such as call volume, average wait time and first contact resolution rate.
  • Established key performance indicators for tracking progress toward meeting organizational goals related to customer experience.
  • Developed processes to ensure timely resolution of customer inquiries or complaints.
  • Created a positive work environment that fosters team collaboration and a customer-centric culture.
  • Led team meetings to discuss customer feedback and brainstorm strategies for enhancing the customer experience.
  • Managed customer complaints and resolved complex issues to maintain customer satisfaction.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Collaborated with cross-functional teams to enhance product features and services based on customer feedback.
  • Analyzed customer feedback and survey data to identify trends and areas for improvement.
  • Formed and sustained strategic relationships with clients.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.

Team Leader

Avaya India Pvt Ltd
Pune
03.2018 - 02.2021
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Created training materials and conducted group trainings on new processes or procedures.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
  • Managed conflict resolution within the team to maintain a positive work environment.
  • Offered training and support to keep team members motivated and working toward objectives.

Senior Technical Support Engineer

Avaya
Pune
04.2015 - 02.2018
  • Performed system maintenance tasks such as backups, disk space management, patching, and user administration.
  • Evaluated third party products prior to purchase or installation in order to determine their suitability for use within the organization's environment.
  • Developed and maintained customer relationships by providing superior customer service.
  • Provided technical support to customers by responding to inquiries, troubleshooting hardware and software issues, and resolving problems in a timely manner.
  • Collaborated with other departments to ensure efficient operations.
  • Tested new products prior to their release into production environment.
  • Created detailed technical documentation for existing systems and processes.
  • Participated in regular training sessions to stay up-to-date on new technologies being utilized within the organization.
  • Maintained knowledge base articles containing solutions for common technical issues encountered by users.
  • Monitored performance of servers, networks, and applications to ensure optimal uptime and availability of services.
  • Developed tools for automating repeatable tasks related to system maintenance activities.
  • Analyzed system logs for errors or anomalies that could indicate potential problems or security breaches.
  • Diagnosed complex technical issues by performing root cause analysis utilizing available resources such as log files or application traces.
  • Monitored system performance metrics to proactively address potential issues.
  • Participated in continuous education programs to stay current with emerging tech trends and tools.
  • Configured and installed hardware and software solutions to meet organizational needs.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.
  • Diagnosed and resolved complex technical issues to ensure optimal system functionality.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Managed ticketing system to track, prioritize, and resolve customer support requests.
  • Collaborated with developers to resolve recurrent faults.

Senior Technical Specialist

Avaya
Pune
03.2009 - 02.2015
  • Maintained up-to-date knowledge of industry trends and best practices related to technology solutions.
  • Troubleshot and resolved problems with programs and systems.
  • Established and maintained strong client relationships through exceptional problem-solving and technical support.

Technical Specialist

Avaya
Pune
11.2007 - 02.2009
  • Resolved customer inquiries regarding system setup and usage via phone and email support tickets.
  • Created user accounts, managed passwords, configured access rights, and provided training when necessary.
  • Performed troubleshooting activities to identify root cause of system issues.
  • Authored technical documentation, including system design specifications, user manuals, and maintenance guides.
  • Managed client expectations through clear communication of technical limitations and project timelines.

Education

General Management Program For Executives - General Management

Indian Institute Of Management–IIM
Lucknow
12-2022

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Medicaps
Indore, MP
06-2007

Skills

  • Training programs
  • Cross-Functional Collaboration
  • KPI Tracking
  • Customer Service Management
  • Revenue Generation
  • Quality Assurance
  • Excellent Communication
  • Problem-Solving
  • Performance Improvements
  • Professionalism
  • Time management abilities
  • Employee Motivation
  • Resource Allocation

Affiliations

  • Great Place to work project
  • Participation in Fun Activity organizing.
  • Team building activities and programs.

Languages

English
First Language

US Patent : Automatic presence-based conference joining methods and systems Abstract

  • https://patents.google.com/patent/US20220060584A1/en?oq=US20220060584A1

Accomplishments

  • US patent on my Name
  • Global project on Backlog Management
  • Global Project on Process orientation
  • KCS- knowledge centric support
  • White papers and Technical videos on Avaya Youtube.

Certification

  • ITIL Foundation Certification
  • BEC (Business Vantage: Business English Certificate)
  • The SIP School -SSCA
  • ACSS- Avaya Aura Conferencing
  • Avaya Ceritfied Support Specialist
  • Avaya Certified Associate
  • CTP + (Convergence Technologies Professionals)
  • CVE (Polycom Certified Videoconferencing Engineer)

Websites

Timeline

Operations Manager, Customer Experience

Avaya India Pvt Ltd.
03.2021 - Current

Team Leader

Avaya India Pvt Ltd
03.2018 - 02.2021

Senior Technical Support Engineer

Avaya
04.2015 - 02.2018

Senior Technical Specialist

Avaya
03.2009 - 02.2015

Technical Specialist

Avaya
11.2007 - 02.2009

General Management Program For Executives - General Management

Indian Institute Of Management–IIM

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Medicaps

Similar Profiles

CREATE PROFILE
Ankita Desai