Deepali Deshmukh

Key Responsibilities:

The Technical Process specialist plays a critical support role in assisting L1 and L2 and enterprise users on the Google Cloud Skills platform. The specialist is responsible for resolving technical and process-related queries related to lab access, learning path progress, badge and certificate issuance, and points management. This role ensures timely, accurate, and empathetic support to enhance user satisfaction and drive successful upskilling journeys.

• Process Compliance & Documentation
• Team management - Established the right team to achieve daily KPI and SLA
• NPS Increase process
• Shrinkage management
• Technical Support to L1 and L2 (Live chats, calls and emails)
• Issue resolution
• Quality control
• Escalations (user level and executive level)

• Real time support to L1
• Real time escalations/RM escalation follow-up /L3 follow-up Review /Approve dispatches real-time
• Handling Escalation email and customer follow-up DSAT customer recovery calls Motivation and guidance to agents whenever needed
• Cascade all updates in team huddle
• Personal teaching for all tools, technical queries and how to handle calls in timely manner with correct resolution
• Team Management
• Shrinkage Management
• NPS
• H/w and S/w Troubleshooting
• Support Decision-making
• Enable Knowledge Transfer
• Provide Specialized Expertise

Core Responsibilities :

• Advised clients on financial products and services, including savings plans, investments, insurance, and credit options, resulting in improved financial literacy and customer satisfaction.
• Managed over 50 clients everyday.
• Conducted detailed financial assessments to understand client goals, risk tolerance, and long-term planning needs.
• Maintained a portfolio of high-value clients, delivering personalized recommendations that contributed to retention and revenue growth.
• Resolved customer issues related to account management, billing, and product selection with empathy and accuracy.
• Collaborated with internal departments to ensure client requests were fulfilled within regulatory guidelines.

• For Vodafone international process email .
• Resolve users billing related query.