Gaurav Dhingra

Provided Technical Support to Dell Desktop/Notebook users for hardware, software & Networking issues via inbound, outbound and email support.
· Taken training sessions for the team to introduce and implement changes in the process.
· Mentoring new team members to help them come up the learning curve faster.

· Handled Transition queue batches for the process training.
· Scrubbing the customer experience data & interacting with different dissatisfied Customers to understand & plug in the gaps of my own cases.

.Provides technical and management direction to the team manager by making sound decisions based on on-going issues and customer experience and balancing them with performance, schedule, and cost

· Representing, cleansing & processing data using Excel for the process development.

· Analyzing raw data, drawing conclusions & developing recommendations.

· Supplying qualitative and quantitative data to the manager in order to enhance team performance.

· Data entry, data auditing, creating data reports & monitoring all data for accuracy.

- Provided technical information to the customer raised queries via email and outbound calls.

-Enrich the product descriptions by adding technical specification of the electronic product category.

-Taken escalations for the technical issues of the products raised by the customers to lower down the rate of return products.

-Auditing technical information of the products pages to help the product listing team.

-Provided technical support on inbound call to laptop, playstation and DSLR customers.

-Taken technical training sessions for the newcomers to improve their knowledge for the supported product range.

-Helped the designing team by collating the customer provided feedback from different teams for the respective product to make the product more customer friendly.

-Also lead dealer technical training programs time to time in order make them sound more confident in front of the customers.