Rohan Kulkarni

Root Cause Analysis

Technical Support for UK and South Africa Region

• Delivered technical support for a wide range of Dell consumer products, including laptops, desktops, and peripherals, across the UK and South Africa regions.
• Resolved hardware and software issues, ensuring first-call resolution rate and maintaining high customer satisfaction scores.
• Assisted customers in troubleshooting network connectivity, device configuration, and system performance issues, resulting in reduced repeat rates.

Dispatcher Role

• Managed and reviewed 100+ dispatches weekly, ensuring accurate resolutions for customers and reducing technician visit errors.
• Collaborated with onsite engineers to verify that technical issues were resolved remotely whenever possible, minimizing unnecessary field visits.
• Utilized CRM software to log, track, and manage dispatches, improving response times and enhancing the overall customer service experience.

Configuration and Troubleshooting

• Created a structured framework for troubleshooting guides, ensuring consistent terminology and format to facilitate ease of understanding and use across diverse technical support teams.
• Collaborated with subject matter experts (SMEs) to gather insights and validate troubleshooting steps, ensuring accuracy and relevance in the guides.
• Established a feedback mechanism for support teams to provide input on the content’s effectiveness, allowing for continuous improvement and updates based on real-world application.
• Incorporated diagrams, flowcharts, and screenshots into the content to enhance comprehension and provide visual cues that support team members can refer to during troubleshooting.
• Organized training sessions and workshops to introduce the new content to technical support teams, fostering a deeper understanding of the material and its application.

Customer Relationship Management (CRM) Software:

• Leveraged CRM software Salesforce to manage customer interactions, ensuring timely responses and enhancing customer satisfaction by streamlining support processes.
• Utilized CRM data analytics to track customer issues and feedback, allowing for more personalized customer support and identifying opportunities for process improvements.
• Implemented CRM-based workflows to improve team efficiency in handling large volumes of support requests, reducing resolution time and improving overall service levels.

Performance Metrics:

• Monitored key performance indicators (KPIs) such as first-call resolution, average handling time, and customer satisfaction scores to evaluate team performance and identify areas for improvement.
• Analyzed performance data to generate insights and reports that informed decision-making and helped the team achieve operational goals.
• Consistently achieved or exceeded team performance targets by implementing process improvements and focusing on high-impact activities, leading to increased efficiency and reduced downtime.
• Contributed to the development and tracking of performance benchmarks to ensure team adherence to service level agreements (SLAs) and drive continuous improvement.

Team Collaboration:

• Facilitated cross-functional collaboration between departments such as engineering, customer support, and management to ensure seamless project delivery and align objectives with organizational goals.
• Led collaborative problem-solving sessions that brought together team members from diverse backgrounds to develop innovative, cost-effective solutions for complex technical issues.
• Fostered a culture of open communication, regularly conducting meetings to discuss progress, share knowledge, and align on project goals, which enhanced team cohesion and efficiency.
• Mentored and supported junior team members, offering guidance on troubleshooting and customer service best practices, which helped improve overall team performance and morale.
• Worked closely with cross-departmental teams to coordinate project timelines, resource allocation, and deliverables, ensuring that all teams were aligned and that projects were completed on time and within budget.
• Collaborated in implementing process improvements, contributing ideas during brainstorming sessions and supporting the adoption of new methodologies to boost team productivity and customer satisfaction.

Root cause analysis

• Conducted in-depth root cause analysis for recurring hardware failures and software bugs across various Dell products.
• Utilized diagnostic tools and data analysis methods to trace issues back to their origins, identifying common failure points in hardware components and software processes.
• Collaborated with engineering, product development, and customer service teams to document findings and implement preventative measures, reducing product failure rates.
• Recommended design improvements based on analysis, contributing to long-term product enhancements and better customer satisfaction.

• Conducted on-site diagnostics, repairs, and calibrations of various electronic measuring instruments, ensuring optimal performance and accuracy.
• Built strong client relationships by consistently delivering high-quality service and ensuring client satisfaction through efficient problem resolution.