Kiruba Sankar

Process : Juniper Networks ( Juniper Networks, Inc. is an American multinational corporation headquartered in Sunnyvale, California. The company develops and markets networking products, including routers, switches, network management software, network security products, and software-defined networking technology.)

Job Nature:

• Maintaining and monitoring 4 email alias (Zendesk, Cert alias, JG alias and recertification queue) to make sure all the customer queries has been resolved.
• Maintaining the exam voucher related data in the client portal.
• Uploading the training courses in the Learning Portal and in JunosGenius portal for eLearning purposes.
• Monitoring the Power BI dashboard for voucher availability and for the ILO and WBT availability.
• Maintaining the dashboards and spread sheets for exam data and recertification data.
• Creating Associate, Specialist, Professional and Expert level vouchers and uploading the vouchers in the LMS.
• Scheduling, rescheduling and cancelling the Lab exams on the basis of candidate’s request.
• Providing required knowledge to the students and candidates about the LMS to access the course, practice tests contents for their certification exams.
• Downloading exam reports from the Intelli VUE portal to maintain a separate real time database.
• Providing and updating the candidate information list to the proctors for the lab exam events.
• Providing zoom meeting link, SEB file and login details to the candidates to attend the lab exam.
• Maintaining and monitoring a separate spreadsheet for the candidates lab exam grades.
• Manual reactivation of the expired certificates, providing manual extension for the active certificates is one of the major tasks.
• Maintaining a separate spreadsheet for the recertification reports from the CertMetrics with the updated information.
• Maintain the project document and creating new documents as per the updates in the project.
• Updating, modifying and cancelling the candidate results in the LMS and in CertMetrics.

PROCESS : NETGEAR (Netgear Inc. is a multinational computer networking company based in San Jose, California, with offices in about 25 other countries. It produces networking hardware for consumers, businesses, and service providers. The company operates in three business segments: retail, commercial, and as a service provider.)

JOB NATURE:

• Logging the queries of customers and employees
• Analysis of call logs in order to discover any underlying issues or trends
• Responding to call-outs in a timely fashion
• Demonstrating and presenting products
• Establishing new business
• Maintaining accurate records
• Attending conferences and meetings
• Reviewing sales performance
• Negotiating contracts and packages
• Aiming to achieve monthly or annual targets

PROCESS : BEACH BODY (Beach body LLC is an American multinational corporation that uses direct response infomercials, multi-level marketing, e-commerce and individual sales consultants to sell fitness, weight loss, and muscle building home-exercise videos.)

JOB NATURE:

• Manage large amounts of tickets
• Generate sales leads
• Identify and assess customer’s needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers