C B Bopaiah
KM (Knowledge Manager)
Bangalore
Summary
Ambitious, responsible, and hardworking professional with a proven track record in customer service and technical support. Held positions such as Senior CSR at Convergys, Duty Manager at Microsoft, Senior CSR at DXC Technology (Process - Accor), and Associate Technician at DXC Technology (Process – ISC), accumulating 11 years of experience. Currently serving as a KM (Knowledge Manager) for Prudential Financial Services with DXC Technology. Committed to utilizing skills and talent to contribute towards company growth and success. Possesses a diverse background and strong foundation in delivering exceptional service and coordinating complex projects, well-equipped to excel in any role.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Knowledge Manager
DXC Technology
08.2024 - Current
- Implemented feedback mechanisms to gather user insights, driving continuous improvement in knowledge management initiatives.
- Assisted project managers in capturing and retaining valuable project-related knowledge for future reference and reuse.
- Improved knowledge management processes by identifying gaps and implementing effective solutions.
- Increased collaboration among teams by creating cross-functional platforms for sharing expertise and best practices.
- Optimized search functionality within internal databases, enabling faster access to relevant information for users.
- Conducted regular audits of existing knowledge assets to identify areas requiring updates or revisions due to evolving business requirements or industry standards.
- Empowering users to solve problems independently by providing clear, step-by-step instructions. These articles typically include common issues and resolutions, FAQs, and detailed guides on troubleshooting specific problems.
Associate Professional Service Delivery Coordinator
DXC Technology
03.2022 - 07.2024
- Achieved 100% quality on calls
- Handling L1 technical support calls for Prudential users
- Trouble shooting users issues with KB articles, following process with utmost care, achieved good CSAT scores
- Adhering to call script & maintaining call standards with FCR (First call Resolution)
- Training new batches, floor support, handling callbacks, escalations & emails
- Being a part of Ring Fence team, handling open volume, backlogs for the team and assisting team with unsolved tickets
- Handling escalations & RCA
Associate Technician
DXC Technology
01.2020 - 03.2022
- Incident management, ticketing dispatch & service desk
- Training new batches and providing floor support, Acting SME
- Assignment of cases to queues, making sure SLA (Service Level Agreement) is met
- Dispatching & mediation of tickets for multiple clients on different applications
- Preparing reports with backlog update and calls on MS Teams to provide update for any information required
- Handling escalations & RCA
- Handled multiple client tickets precisely without any errors
- Always maintained professional ethics on emails, calls & chats
- Clean handover given in all shifts with handover reports
Senior CSR
DXC Technology
06.2016 - 12.2019
- Worked as a Senior CSR with Accor for DXC Technology
- Intense customer empathy
- Providing floor support and customer assistance based on priority
- Skilled to handle calls for EMEA & UK Cluster for hotel bookings which is a part of Accor Properties
- Ability to learn new things & cope up with the team
- Achieved 90% quality on calls
- Excellent listening & communication skills
Duty Manager
Microsoft India Pvt. Ltd
04.2015 - 04.2016
- Assignment of cases to Engineers, making sure SLA (Service Level Agreement) is met before it expires
- Strong analytical and problem-solving skills
- Strong Passion for technology
- Great communication and collaboration skills
Senior CSR
Convergys India Pvt. Ltd
01.2010 - 01.2015
- Worked as a Senior CSR for NetApp (Consumer Support)
- Engaging in dispatching engineers and disk shelves and power supply cables to clients as per priority and SLA (Service-level agreement)
- Training new batches and assisting team members in achieving the team target
- Providing floor support and customer assistance based on priority
- Generating target reports for team to analyze the team’s efficiency
- Preparing RCA (Root cause Analysis) in case of team escalation to get the processes functioning on the right track
Education
B.Com -
01.2011 - 01.2013
PUC - undefined
X (SSLC) - undefined
Skills
Information management
Knowledge sharing
Teamwork and collaboration
Time management
Multitasking Abilities
Excellent communication
Problem-solving abilities
Effective communication
Active listening
Attention to detail
Place
Bangalore
Personal Information
- Date of Birth: 05/05/88
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Awards
- Awarded as Best CSR by the client for first quarter in the quarterly review 2014.
- Awarded as 'Extra Miler' by the client for second quarter in the quarterly review 2014.
- Awarded the most efficient team member for solving the highest cases and calls taken.
- Awarded the best team player for processing the cases within the SLA.
- Recognized as the best employee for going out of the way and assisting Tech Support Engineer.
- Always met & exceeded expectations on yearly scorecard review.
- Received CSAT on calls for going beyond & troubleshooting user’s issues.
- Achieving highest CSAT scores month of month with Prudential Desk.
- Achieved 100% quality on calls.
Profilesummary - Workexperience
- Senior CSR, Convergys, 01/10 - 01/15, Bangalore
- Duty Manager, Microsoft, 04/15 - 04/16, Bangalore
- Senior CSR (Voice), DXC Technology, 06/16 - 12/19
- Associate Technician (Non-Voice), DXC Technology, 01/20 - 03/22
- Associate Professional Service Delivery Coordinator, Metlife
- Associate Professional Service Delivery Coordinator, Prudential Financial Services
- KM Knowledge Manager for Prudential Financial Services
Car Drag Racing, Biking, 8 Ball Pool
Took part in Automobile Drag racing with my 2005 Model Esteem and finished in 2nd place. I have a great enthusiasm for cars and motorcycles, enjoy collaborating on project vehicles with my top tuners and mechanics, and like to take long rides and play 8-ball with friends.
Timeline
Knowledge Manager - DXC Technology
08.2024 - Current
Associate Professional Service Delivery Coordinator - DXC Technology
03.2022 - 07.2024
Associate Technician - DXC Technology
01.2020 - 03.2022
Senior CSR - DXC Technology
06.2016 - 12.2019
Duty Manager - Microsoft India Pvt. Ltd
04.2015 - 04.2016
C V Raman University - B.Com,
01.2011 - 01.2013
Senior CSR - Convergys India Pvt. Ltd
01.2010 - 01.2015
M.S. Ramaiah College - PUC,
Hymamshu School - X (SSLC),