Deepa N Shetty

• Managed team of over 35 frontline engineers to deliver efficient technical support.
• Achieved consistent resolution of customer issues within service level agreements.
• Drove efficiency metrics to enhance performance in Indian market.
• Oversaw critical metric reporting for effective performance tracking.
• Proactively addressed issues and conflicts, escalating concerns to ensure seamless operations.
• Contributed to strategic projects by leveraging technical and business acumen to drive successful outcomes.
• Led complex, cross-functional initiatives supporting industry growth through technical expertise.
• Provided support and guidance to peers, fostering a collaborative work environment.
• Developed and implemented strategies to improve customer satisfaction and engagement.
• Monitored team performance and provided feedback for continuous improvement.
• Analyzed customer feedback to identify trends and areas for improvement in service.
• Coordinated schedules to ensure optimal staffing levels during peak service hours.
• Assisted in developing metrics and KPIs for measuring the effectiveness of the team.
• Established clear goals and objectives for the team in order to meet business targets.
• Drafted monthly reports outlining achievements, challenges faced, action plans.
• Monitored daily performance of team members to ensure quality customer care standards were met.
• Provided timely updates on progress of cases or projects related to customer support activities.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

· Provided technical problem solutions to Global customers (End Users and IT) by performing a question diagnosis while guiding users through the step-bystep solution.

· Provided technical support on Laptops, Desktops, workstations, RPOS, Thin clients, Printers, Scanners, Cash drawers, Print, operating systems and networking to Global customers through call, chat, and Emails.

· Maintained outstanding record of technical support service, resolving all the trouble tickets without escalation to senior support specialist.

Plan, monitor, and direct operational/technical team activities to achieve business and operational targets.

· Assisted team of 50+ members by managing and analyzing open case report and productivity during the requirement

· Served as point-of-contact for escalation of all issues related to multiple teams, as well as for special requests.

· Worked closely with senior management team, reviewing potential issues affecting aging tickets, and improving SNPS.

· Key contributor for Project Cheetah by supporting as a senior global engineer, shadowed as technical lead, managing open cases, improving SNPS, managing escalations and training new team members.

· Earned multiple awards for comprehensive technical knowledge and outstanding customer service.

· Accomplishment: Successfully completed implemented and won IVR optimization automation project for India team through Magma 3.0

· Key contributor for Project Cheetah by leading team for 50+, managing open cases, improving SNPS, managing escalations and training for new team members.

· Worked closely with region teams to change the motherboard branding process to eliminate multiple issues with motherboards during the part of CE assist.

· Worked with GA SCM region teams to implement SCM+ process during the part of SCM team.

· Earned multiple 'Top performer awards' for comprehensive technical knowledge and outstanding customer service.

• Interact with UK customers to support account related queries (Inbound calls)
• • Worked with L2 Escalation team to support escalation calls and chats as in when required.