Kapil Bhatia

• Developed and implemented training initiatives for new hires.
• Analyzed and developed service goals for in-bound call center.
• Tracked KPIs and created continuous improvement plans.
• Increased customer satisfaction ratings to 100%.
• Managed customer contact center with 20 support representatives.
• Conducted forecasting to determine possible changes and issues for supply chain business.
• Enhanced CSAT initiatives while managing effective marketing campaigns.
• Communicated best practices among on-site and external personnel to align efforts and goals.
• Used ITIL strategies to promote exceptional customer service and create positive environment for employees and clients.
• Recognized technical areas needing improvement and implemented training program, enhancing productivity exponentially.
• Improved staff morale and reduced employee turnover by defining SOP's
• Boosted team productivity and efficiency by leveraging top-notch best practices and support abilities.
• Performed supplier risk evaluations and supported regulatory inspections.
• Executed regular process updates to reduce discrepancies and enhance scheduling across calendars and programs.
• Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Recruited and developed 10 employees for Support department.
• Entered data into database system, implementing tight safeguards to secure financial and personal information.
• Engaged prospects and customers through various events, including trade shows, seminars and workshops.
• Evaluated existing operations and current market trends to identify necessary improvements and capitalize on changes.
• Planned marketing initiatives and leveraged referral network to promote business development.
• Increased operational efficiency by developing improved filing systems for confidential client records and reports.
• Reduced workflow inconsistencies by recruiting and hiring capable staff members.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Managed quality programs to reduce overdue compliance activities.
• Identified and communicated customer needs to supply chain capacity and quality teams.

1. Exposure to Production support environment and release engineering model to support business needs with hands on experience on dealing with client and internal stake holders to get technical issues resolved over live environment.

2. Monitoring Tools – Site Scope, Dynatrace, Splunk hands-on experience over production environment

3. Exposure on dealing with global client, business, stakeholders and closely working with different teams in different geographies.

4. Experience over handling incidents, problem tickets and coordinating with BAU Team for Change Request.

6. Prepare weekly & monthly status reports and share with client & senior management for any escalations, prepare & share monthly application related statistics with business team, share estimated capacity reports for effective resource planning for any new application migration, share adhoc reports as & when required.

7. Exhibiting strong interpersonal communication skills with customers and department personnel.

8. Aligning support member to work with the Professional Services Consultant (account manager) to understand the customer's current technical environment and requirements.

9. Gathering user requirements through change requests and analyzing the same to enhance the application portal accordingly.

10. Providing data required by management in customized manner to meet business requirement.

11. Motivated team to deliver expected results in defined time frame.

12. Deliver recommendations based on product and Implementation process knowledge.

13. Working with users to formulate and document business requirements which includes making of the Design document based on customer and software requirements.

#1 - Managing 24X7 Support model. Managing multiple teams.
Performing all the functions for the team.

#2 - To facilitate in general as well as out-of-the-box troubles hooting resolutions.

# 3 - End to End Team management/ Reporting /Statistics Monitoring /Escalation handling/ Dispute management.

# 4 - Appraisal discussions / Training / Supervising / Quality Feedback / Delegation.

# 5 - Reporting /Statistics Monitoring /Finding process gaps and implementing approved plans within specified timelines.

Responsibilities

Responsibilities

1. Worked as a L2 Application Support for Internet Application called “RAS” having SQL Server 2008 as database.

2.Writing store procedures, and queries to retrieve data in customized format to meet business requirements.

3. Providing Technical application support to end users and solving queries.

4. Attending client's query on phone and email and try to resolve the issue as per SLA defined

5. Worked on ticketing tool and resolved technical and non technical issues within defined timeline

6. Good Communication skills and rewarded as best mentor within team

7. Cross trained team members as per KRA defined by supervisor