Rajeev Verma

• Handling Specialized / Enterprise Dispatch Queue – India Region
• Dell Partner Management
• Monitoring SLA management to ensure continuous improvement in delivering value
• Coordination with Senior Management, Quality and Training to Identify Performance gaps, evaluate and design Process Improvement Plans to aggressively meet Program performance targets as well as individual goals
• Manage day-to-day People issues related to Compensation, HR, Hiring & Training, Absenteeism, Attrition and Growth and Development for my team.
• Monitor all business transaction opportunities that enhance access to services and promote the business growth
strategy

Current Job Responsibilities: -

A series of actions, either via voice, e-mail, until the Technical issue is solved
Engage Stake Holders / Partners / Internal Team to Expedite Service & Support Timely for Customers / Clients.
Following standard procedures for proper escalation of unresolved issues to the appropriate Internal Teams and following the Escalation Matrix & Tracking Customer reported issues through to resolution, within agreed time limits
Referring to Internal Database, Tools usage or external resources to provide accurate Tech Solutions
Ensured all issues are properly logged
Prioritize & manage several open issues at one time & manage it timely.
Follow up with clients to ensure their systems are fully functional after troubleshooting
Documenting Technical Knowledge in the form of notes in the Tools
Maintain jovial relationships with Clients
Resolve Customer-reported issues while working closely with other multi-Functional Teams
Document relevant information and ensure that the Customer is communicated with in a timely manner and treated with the highest degree of respect
Drive Operational Excellence through Quality closures & proper escalation of issues
Research, Diagnose, Troubleshoot & resolve customer issues in an accurate & timely manner
Diagnose, Troubleshoot Software & Hardware problems & help Customers, EU, IT

Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.

• Owns customer issues from beginning to resolution (handles in place).

• Assists customers by diagnosing problems and providing resolutions for technical and service issues.

• Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts.

• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.

• Recreates, identifies and provides input on unique or recurring customer problems.

• Remains knowledgeable of Dell’s product line, current industry products and technologies.

• Focuses on delivering a positive customer experience according to Dell standards.

• Monitors and tracks issues to ensure accurate resolution.

Working as the CME for the team
· Supporting team members with technical queries & issues
· Managing calls quality & customer satisfaction metrics
· Case management & analyzing team reports
· Assisting new hires’ or peers’ developments – Trainings & Coaching
· Collaborate with TM/L2/CME’s & Other Departments to ensure faster customer resolutions

• • Provided basic end-user troubleshooting and support on Dell products.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Provided Technical Support to DSP (Dell Service Providers) , who visit onsite for System service.
  • Worked with the Call routing Team.
  • Created Service Requests for the relevant issues and also worked with the team to maintain the SLA.
  • Supported the business by lending help to other queues.