Pradeep Shetty

Professional Experience:

Singtel CCP Refresh Project

• BCC Email Integration: Created an automated Agent Desktop widget using Interaction Workflow and Java custom code. Developed functionality to create a case ID in CRM using service number, BRN, and AC number. Automated the uploading of customer-sent emails to CRM.
• Subscription Information Widget: Developed a widget to display customer subscription information in the Agent Desktop.
• Q Treatment Callback: Built and developed a callback flow for customers waiting in queue for an available agent. Enabled customers to book a callback based on their time preference instead of waiting in the queue.
• Change Request, Service Request, and Incident Handling for 1688, 1606, and Hicard Hotline: Performed code changes, development, debugging, and provided production support.
• Singtel Barney Form: Created a web page using VIVR and Interaction Flow to submit forms and create cases for customers with billing issues.
• Singtel Video: Developed a module to check link expiry and display appropriate messages.
• Cobrowse: Developed a UI for Direct Cobrowse using Interaction Workflow. Created a module for Non-Direct Cobrowse to check link expiry.
• Email Enhancement Projects: Provided support for various email enhancement projects.