Hari Prasad M K

Clients - Avalon & Logitech

• Managing team of 50+ members and providing technical assistance to service centre technicians in repairing and resolving issues with Avalon products. Currently managing the team which handles issues with Logitech products worldwide.
• Setting performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Maintained inclusive and diverse team culture, promoting respect and understanding among all members.
• Facilitated effective decision-making processes within group through open dialogue, active listening, and consensus-building techniques
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
• Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
• Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
• Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
• Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
• Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
• Spearheaded efforts towards continuous improvement within the department by incorporating feedback from employees at all levels.
• Enhanced operational efficiency by streamlining processes and implementing new systems.
• Reduced employee turnover rates by fostering a positive work environment and providing clear growth opportunities.
• Handled escalated customer complaints effectively by resolving issues while maintaining strong client relationships throughout the process.
• Ensured compliance with industry regulations, company policies, and safety standards to maintain a secure working environment.
• Conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
• Assisted in the development of long-term goals for the department, aligning them with organizational objectives.

• Client - Avalon
• Providing technical assistance to service centre technicians in repairing and resolving issues related to Avalon products.
• Assisting technicians in identifying root cause issues related to Mac, iOS & other Avalon products through chat and e-mail.
• Coordinating with engineering team to resolve complicated issues.
• Assisting technicians from service centre in creating repairs and ordering parts required to resolve the issue.
• Capturing and escalating any new issues observed to clients and resolving the issue.
• Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing escalations by 30%
• Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.

• Client - Google
• Optimizing the websites of Google ad words customers to make them mobile friendly
• Accessing the FTP/ C panel of the websites and making the necessary changes suggested by page speed insights tool
• Providing consultation to the website owners and the web developer
• Solving all the queries regarding the website optimization program
• Providing process training to the new joiners
• Conducting team hurdles and meetings on regular basis.
• Enhanced system performance by identifying and resolving technical issues through troubleshooting and root cause analysis
• Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.

• Providing technical support for HP laptops and desktops
• Providing technical support for India Commercial Image Printing group(IPG)
• Responsible for configure and test any new printer, scanner hardware and software
• Mentoring new agents and preparing them for new job role
• Providing process knowledge to team members
• Provide technical training for team
• Working with 2nd level support and Global Business units for issue resolutions
• Troubleshooting Windows Operating Systems and Mac Operating systems
• Providing Technical Support for HP Printers and Scanners
• Troubleshooting involving Software and Hardware Issues
• Assigning Engineer visit and dispatching required parts.