PUJA MONDAL

Senior Technical Support Representative

May 2014 - Sep 2017

British Telecom - Wipro Limited - Kolkata

• International Voice, Chat & E-mail Support & Customer/Tech Service Process.
• Diagnose and troubleshoot software and hardware issues and help the customers to install applications and programs.
• Responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide first call resolution.
• Providing troubleshooting support and identifying solutions to customers through chat and remote screen share.
• Work on the ServiceNow tool to register Tickets and Service Request.

Sales Executive Coach & Employee Engagement

Sep 2017 - June 2019

Telstra - Wipro Limited - Pune, Maharastra

• Buddy up with assigned team's Advisors to monitor their Live Sales Chat, share daily and weekly feedbacks.
• Identifying the opportunities to contribute on making sales and help the team accordingly.
• Preparing Team data and Setting clear team goals.
• Responsibilities include mass mailing regarding the recent process updates and take sessions.
• Arrangements of Employee Engagement tasks weekly to make a wonderful workplace, which helps teams to stay active and motivated.

Senior Tech Representative:

Aug 2019 - Oct 2019

QLink Wireless - VSynergize Pvt. Lmt. - Pune, Maharastra

• International Tech Support Service Voice Process.
• Troubleshooting customers queries regarding Mobile service and Network issues.
• Support end users with Network connectivity issue, APN set-up.
• Attending Tier 2 tickets, assigning further to Site Network Engineers.

Tech Team Leader:

Oct 2019 - Present (Feb 2022)

Qlink Wireless - VSynergize Pvt. Lmt. - Pune, Maharastra

• Oversee day-to-day operation.
• Preparing Daily reports.
• Preparing SLA reports.
• Monitor team performance and report on metrics.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Recognize high performance and reward accomplishments.
• Delegating tasks and set deadlines for your internal team.
• Discover training needs and provide coaching.
• Being the Pilot batch Team Lead provided process training to 47 new members for 3 new Tech Teams.
• Attending WBR Meeting to analyze Team performance and set further word schedules.
• Daily Audits and share feedback with team members to keep up the Quality and C-Sat.
• Handling Tier 2 Escalations and assign further job to site Network Engineers.
• Experiment with Troubleshooting process with different Devices to improve the process.