Lincon Rohilla

Dispatcher/WFM Executive

• Need to create ticket on technical issue reported by users and Closely monitored dispatch board to triage and prioritize over 50-60 number of daily calls
• Manage Que.
• Managing report
• Assign Technical ticket
• Maintained updated and detailed records of calls in physical and electronic database
• Trained new employees in various procedures and gave feedback on daily work performance to increase productivity.

• Solution Engineer
• Blended: I need to share a quotation related to HPE and Cisco servers over email. The ratio is around 50 to 60 quotations per day.
• Used Watson and SAP to analyze and price quotations.

• Mentored junior team members in best practices and operational procedures.
• Implemented process improvements to enhance workflow efficiency and productivity.
• Trained new staff in relevant processes and procedures.
• Delegated tasks appropriately according to individual skill sets.
• Assisted the manager in setting achievable goals for the team while monitoring progress towards them.

SNAPDEAL

• Seller Support: Seller raise issue on return product either its wrong, damage or partial. Have to validate facts and release payment as per policy.
• Managed seller issues and enhanced satisfaction by matching optimal solutions to individual customer needs
• Managed over 50 seller calls

MMT

(Voice Process: Have to address the query on the call regarding Flight, train and bus booking.

• Inbound Voice: Answer call and solve query of customer and provide resolution while registering there complaints regarding products.
• Outbound Voice: Take feedback from customer regarding site visit of Technician.