Deepak Rao Sindhya

• Managed daily operations to ensure timely SLA delivery through queue monitoring.
• Led a team of 80 employees, achieving performance targets through effective management.
• Implemented strategies that increased employee engagement and improved customer satisfaction.
• Analyzed KPIs including productivity, effectiveness, quality, and AHT for operational optimization.
• Maintained strong relationships with corporate clients and interdepartmental teams to enhance collaboration.
• Produced client reports on daily, weekly, and monthly schedules per requirements.
• Communicated clear instructions to team members, facilitating task completion efficiency.
• Monitored employee performance and provided constructive feedback for continuous improvement.

Motivated and inspired team performance in a high-volume call center with 70 employees.

• Monitored employee performance and provided actionable feedback to enhance productivity.
• Created and implemented development plans to foster employee growth and retention.
• Investigated and resolved employee concerns to maintain a positive work environment.
• Developed relationships with key stakeholders to support organizational objectives.
• Supported operations manager in daily activities to ensure smooth operations.
• Guided new employees on company policies and standards for task execution.
• Evaluated operational goals, identifying improvement areas for long-term growth.

Resolved Internet connectivity issues through effective troubleshooting.

• Reconfigured modem settings to enhance performance.
• Managed L2 and L3 escalations to ensure prompt issue resolution.
• Coordinated with relevant departments for timely problem-solving.

• Served as Tier 2 Support Engineer and technical mentor.
• Troubleshot Intel motherboards, processors, and NUC systems.
• Assisted customers in securing warranty replacements efficiently.

Provided Tier 2 support for Sony Consumer Electronics through chat and remote login.

• Mentored agents by evaluating chat interactions and delivering constructive feedback.
• Analyzed product performance and user experience for Sony Consumer Electronics.
• Facilitated resolution of complex technical issues to enhance customer satisfaction.