Summary
Overview
Work History
Education
Personal Information
Timeline
CustomerServiceRepresentative
Rohit Chettri

Rohit Chettri

Trainer
Bangalore

Summary

Intend to build a career with a leading organization. Willing to perform as a key player in a challenging and creative environment.

Overview

14
14
years of professional experience

Work History

Senior Escalation Engineer

Microsoft
  • Handle tickets escalated by Tier 1, monitoring and feedback to T1 Agents
  • Conduct weekly triages on new updates

Senior Escalation Engineer

Microsoft
  • Member of the pilot team providing guidance and resolving issues which are escalated to Tier 2

Process Trainer

Concentrix
- Current
  • Company Overview: formerly Convergys India Pvt
  • Ltd
  • Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
  • Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
  • Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities
  • Accountable for achieving individual training performance metrics
  • Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
  • Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
  • Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
  • May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids
  • Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
  • Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
  • Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
  • Formerly Convergys India Pvt
  • Ltd

MSS Bing Provisioning Team

Microsoft
- Current

Forum Moderator

Microsoft Community
04.2011 - 08.2016
  • Company Overview: also known commonly as Subject Matter Expert/Senior Technical Lead
  • Take end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
  • Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
  • Educating customers in the use of software applications
  • Responsible for the overall well-being and performance of the accountable forums in MS Community
  • Assist the Support Engineers in providing technical support to customers on the MS Community site
  • Also known commonly as Subject Matter Expert/Senior Technical Lead
  • I was part of the Moderator team for successful launch of Windows 8/8.1/Windows 10 Preview and Full versions
  • Proactively provided reports to the clients on top trending issues related to Windows 8/8.1/Windows 10
  • Exchanged technical resolutions with the Clients to have them implemented across different sites and platforms for a fixed resolution to a particular issue
  • Bugs found within the Operating System have also been escalated to clients to be fixed by the Product Development Group for the overall betterment of the products
  • Mentored the newly promoted Moderators to understand their respective job roles and on how to carry out their duties in the most effective manner
  • I have been a consistent key performer in the process and an integral part of the Team’s strategic planning

Education

10TH - undefined

ICSE

12TH - undefined

HIGHER SECONDARY

B.A - undefined

ST.JOSEPHS COLLEGE DARJEELING
DARJEELING

DIPLOMA IN COMPUTER HARDWARE TECHNOLOGY - undefined

SILICON COMPUTERS
DARJEELING

Personal Information

  • Father's Name: Shri Hiren Chettri
  • Religion: Hindu

Timeline

Forum Moderator

Microsoft Community
04.2011 - 08.2016

Senior Escalation Engineer

Microsoft

Senior Escalation Engineer

Microsoft

Process Trainer

Concentrix
- Current

MSS Bing Provisioning Team

Microsoft
- Current

10TH - undefined

ICSE

12TH - undefined

HIGHER SECONDARY

B.A - undefined

ST.JOSEPHS COLLEGE DARJEELING

DIPLOMA IN COMPUTER HARDWARE TECHNOLOGY - undefined

SILICON COMPUTERS

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