Madhu Kumar B

End-to-End Process Ownership:

Owning the end-to-end process to ensure accuracy and cultivating strong customer relationships through effective communication and resolution.

SLA Tracking:

Monitoring and tracking Service Level Agreements (SLAs) to guarantee adherence and prompt resolution, maintaining service quality standards.

Quality Audit:

Conducting a comprehensive quality audit for the team to meticulously assess performance against established standards and identify areas for enhancement.

New Hire Training:

Providing comprehensive process training to new hires, ensuring a seamless onboarding process and maintaining a skilled and knowledgeable team.

Interacting with Onsite Engineers, District Managers, Account Managers, and Engineering teams to come up with solutions to complex issues at Client site.

Monitoring queries received from clients/suppliers and Voice of Customer and finding resolutions to the problems or issues in the process.

Managing service operations for rendering and achieving quality services; providing first-line customer support by answering queries & resolving issues and ensuring minimum TAT.

Backlog Management in process daily.

Critical Calls and SPOC Role:

Playing a pivotal role as the Single Point of Contact (SPOC) for critical calls, ensuring swift and effective communication in high-stakes situations.

Remote Support Collaboration:

Collaborating closely with the remote support team for precise problem diagnostics and monitoring, facilitating necessary hardware dispatch to the problem site.

Onsite Engineers Coordination:

Efficiently scheduling onsite technical engineers' visits, coordinating diagnostic materials, and overseeing the entire process from initiation to resolution.

Mission-Critical Support Dispatch:

Taking charge of dispatching mission-critical support, prioritizing urgency and ensuring timely resolution of issues.

Timely Response:

Ensuring a swift response to the escalation, acknowledging the urgency and importance of the matter to prevent further dissatisfaction or negative impact.