NANDINI R

Trained and Prepared New Hires: Led effective training sessions for new hires, ensuring their readiness to handle cases and chats independently. Facilitated integration into the team through reverse swarming of cases, participated in Zoom calls with customers, and initiated office hours for open discussions and support.

Product Ops Team: Collaborated with the Product Ops team to manage customer communications and vendor interactions. Attended vendor meetings, provided regular updates to the team, and streamlined product operations processes by handling claims and refunds efficiently.

Contributed to Help Center Contents: Worked closely with the Help Center team to improve Help Center resources. Provided feedback on product improvements and collaborated on updating and enhancing content to better serve customers.

Incident Management: Actively participated in incident management, creating incidents, attending meetings, and providing regular updates. Shared talk tracks for incidents, ensuring clarity and consistency in communication.

Handled Customer Escalations: Demonstrated effective leadership by managing customer escalations, creating separate channels for escalated cases, liaising with Account Managers and product leads, and ensuring prompt resolution to maintain customer satisfaction.

• Provide thorough technical support and problem resolution to end users of Dell machines
• Basic job includes of customer support skills along with technical troubleshooting of desktops and laptops
• Maintain composure and patience in face of difficult customer situations
• Defined and documented technical best practices
• Installation of software, Assistance provided to the user in hardware troubleshooting
• Identifying and solving technical issues with the help of various diagnostic tools
• Has been part of prestigious DELL TEAM AWARD Q1FY17
• Built and provided basic end-user troubleshooting and desktop support on Windows systems
• AWARDS: Agent of the Segment (Q3 FY18), Resolution Star of the Segment, Dell Champion Award (FY18)

• Provided base level IT support to non-technical personnel within the business
• Provided technical and billing assistance to US based customers
• Worked with customers having issues with IP phones, High speed Internet and IPTV’s, supported customers with online billing and account issues
• Managed call flow and responded to technical support needs of customers
• Mentor new hires and explain protocols clearly and efficiently
• Reviewed technical documentation and procedures.