Rajneesh Sharma
Sr. Analyst, Customer Service
Hyderabad
Summary
A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of twelve or more. Having a proven ability to lead by example, consistently hit targets, improve best practices and organize time efficiently.
Overview
17
17
years of professional experience
16
16
years of post-secondary education
Work History
Sr. Analyst (Save to Sale/COD Initiative)
Dell Technologies
Hyderabad
02.2014 - Current
- Driving results for Save the Sale process for North America Consumer & Small Business (NA CSB) & Canada (Voice, Chat & E Mail queues)
- Successful Pilot and Transition of Reports for SRS(Sales Retention Queue) from Convergys El Salvador –Dell Process
- Preparing and Publishing Save the Sale Dashboard and reports to Leadership
- Study & analyze the reasons why customers contacting to set up returns & suggesting the required changes & modifications
- Support & work with Dell sales team on customer retention (Minimize returns & cancellations)
- Provides post-sales escalation resolution, direct advice and guidance on escalated customer issues and procedural information and training for peers
- Negotiates with customer using various tools and techniques provided by Dell and monitors and tracks issues to ensure accurate resolution
- Influences process improvement towards defect elimination
- Manages the end-to-end shift report in addition to leading shift turnover calls
- Must be able to work under limited supervision with little direction from management and adheres to administrative policies and escalation procedures
- Drive KPI (C SAT, Save Rates, Cost Per Save, Revenue Avoided, Compliance on TV RSF where applicable & STS program initiatives)
- Work towards reduction of returns and show a positive impact on Revenue avoided & COD
- Support & run different Pilots suggested by COD to identify LOB wise return impact & suggest changes
- Daily Diagnostic tier 4 & closed DPS scrubs to identify agent opportunity & drive Delta compliance on profiling STS cases
- Daily Concession compliance audits which will help us to control concessions and identify what type of concession offered to the customers
- Scrubs on return data to identify if agents are offering STS on all eligible calls
- Support Pilots - Scrub and consolidate the data on different pilots we run to understand why customer contacting care to return or cancel an order
- D-Sat Scrubs - Scrubs to understand CE impact through STS process
- Daily call audits to understand how agents are offering STS to the customers, identify reason why customer is contacting care to return or cancel, drive compliance on TV RSF on non-Dell error TV returns.
Specialist: Workforce Management (CCO)
Dell Technologies
Hyderabad
02.2014 - Current
- Manage and monitor agent performance using Aceyus/Avaya to achieve optimal response for customer calls, hence meeting SLA
- Direct daily departmental operations to ensure client metric requirements and internal SLA's are achieve
- Manage CCO reports utilizing Avaya ACD, Aceyus and ensure accuracy and distribution compliance
- Manage forecasts and staffing coverage to ensure SLA's are met, attributing to awards receive based on performance
- Test IVR system to detect any issues, monitor real-time adherence and prepare and update various ACD reports for management
- Compare actual call volume and AHT data to forecast figures to ensure that appropriate staffing standards are create and maintain
- Analyse trends such as call volume, AHT, and attendance to plan for over staffing or under staffing conditions
- Develop and maintain resource utilization models and attrition analysis by planning period using historical data
- Preparing and publishing the SLA dashboard/Headcount reports to the leaderships team.
Sr. Analyst, Customer Service
Dell Technologies
Hyderabad
02.2014 - Current
- Senior Coach for a team of 15-18 members
- Managed a Team of Contingent employees for 2 yrs during Holiday season Fy21 and Fy22
- Successful Pilot for Non-English Queue for EMEA
- Successful Pilot for Non-English Queue LATAM(Brazil)
- Manage People and performance including escalation/ attendance working with vendors for contingent employees
- Weekly 1x1 with Team members to have seamless performance and people management
- Provides post-sales escalation resolution, direct advice and guidance on escalated customer issues and procedural information and training for peers
- Negotiates with customer using various tools and techniques provided by Dell and monitors and tracks issues to ensure accurate resolution
- Influences process improvement towards defect elimination
- Identifies issues/process improvements in area of expertise to improve Customer Experience and increase productivity
- Participates in improvement programs cross-functionally to implement process enhancements
- Solves complex customer escalations
- Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations or decisions
- Regularly exercises discretion and independent judgment on business matters
- Focus on root cause corrective action of systemic issues impacting our inside sales teams and remedy of distressed corporate accounts
- Taking customers who have experienced challenges in the sales process and through tools, deep dive analysis, and working with the parties involved bring customer back into SLA with Dell
- Extensive coordination of communications and information dissemination with sales force and cross-functional organizations Work the escalation queue and resolve issues within threshold for accurate SLA
- Pre and Post Order Entry needs: Expedites, Incident Resolution Process navigation & facilitate escalations with other areas of Dell
- Cross-Functional Inquiries (Credit, Collections, Tax, etc.) Invoicing Inquiries: Proforma
- Facilitation of Held Orders, coordinating w/ cross functional departments and customer
- Aged Issue Analysis Partnering with Customer and/or ISR for Prevention & easy process fixes.
Asst. Team Leader
24/7 Customer Private Limited
Hyderabad
11.2006 - 01.2013
- Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards
- Responsible for making sure that any gaps in performance or quality are quickly identified and addressed
- Producing accurate reports on team performance for senior managers.
Education
Bachelor of Technology - Computer Science
JNTU
Hyderabad 04.2002 - 04.2006
Some College (No Degree) - Intermediate
Army School, Gorakhpur (UP)
UttarPradesh, India 04.2000 - 04.2002
Some College (No Degree) -
Army School Gorakhpur (UP)
Uttar Pradesh, India 04.1990 - 04.2000
Accomplishments
- Part of the team with Successful transition of SRS(Sales Retention Queue) from Convergys El Salvador –Dell Process.
- Successful pilot of Non-English Email Queue for LATAM(Brazil) as Coach.
- Successful pilot of Non-English Email Queue for Norway, Sweden, Denmark and Finland as Coach.
- Successful Completed of Holiday Season Fy17,Fy18 as CCO operations by Meeting SLA.
- Awarded Dell Champion for Fy16, Fy17 and Fy18.
- 4 Bravo Awards, Cheers/Delight Inspire awards.
Personal Information
- Father's Name: Major Ram Prakash
- Date of Birth: 12/22/84
Additional Information
- Strong telephone etiquette skills.
- Strong Verbal and Written Communication.
- Strong Data Analysis Skills.
- Strong knowledge of products, customer service, policies and procedures.
- Ability to analyze information and draw accurate conclusions.
- Customer focused.
- Ability to manage in a matrix environment.
- Mentoring/coaching skills; Motivates/Inspire others.
- Exhibits confident behavior.
- Ability to lead, motivate and direct a workgroup.
Timeline
Sr. Analyst (Save to Sale/COD Initiative)
Dell Technologies
02.2014 - Current
Specialist: Workforce Management (CCO)
Dell Technologies
02.2014 - Current
Sr. Analyst, Customer Service
Dell Technologies
02.2014 - Current
Asst. Team Leader
24/7 Customer Private Limited
11.2006 - 01.2013
Bachelor of Technology - Computer Science
JNTU
04.2002 - 04.2006
Some College (No Degree) - Intermediate
Army School, Gorakhpur (UP)
04.2000 - 04.2002
Some College (No Degree) -
Army School Gorakhpur (UP)
04.1990 - 04.2000
Similar Profiles
Reventh Raj YataReventh Raj Yata
SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)
Taarun RajBhalanTaarun RajBhalan
Principal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International ServicesPrincipal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International Services
M.Banu PrakashM.Banu Prakash
Senior Analyst, Sales at Dell International Services (Dell Technologies)Senior Analyst, Sales at Dell International Services (Dell Technologies)
Reginald WilkinsonReginald Wilkinson
Quality Engineer at DELL TECHNOLOGIES / DELL EMCQuality Engineer at DELL TECHNOLOGIES / DELL EMC
V V V SATYA NAVEENV V V SATYA NAVEEN
SAP Basis Consultant at Tata Consultancy ServicesSAP Basis Consultant at Tata Consultancy Services