Sai Kumar Naram

• Dealing with both hardware and software problem solving situations and Taking care of individual
  performance day to day.
• Contributed to continuous improvement efforts by actively participating in initiatives aimed at process optimization (RCA for D-Sat's. RIR and RDR).
• Utilized strong analytical abilities to assess system performance data, identifying trends that informed future improvements initiatives.
• Reporting the team's performance and reporting end of day team's productivity to senior management.
• Mentored New Hires, providing guidance on best practices to enhance their skills and knowledge base.
• Taking up management role in the team as a supervisor when required.

• Solve complex problems for customers by providing end to end hardware and software support to Dell consumer clients via Chat and Email.
• Partner closely with customers while communicating proactively regarding overall progress of queries
• Exhibit first-class customer service
• Drive operational excellence through quality closures and efficient management of issues
• Have the opportunity to mentor and coach other team members

Day to Day Activities

• Monitor real-time ACD reports to supervise staff availability and monitor status of up-to-the-minute service levels
• Monitor open issues queues and work to distribute follow up activities in order to ensure issues are closed within agreed-upon timeframes
• Monitor all escalation queues to ensure hand-off times between Tiers, including client resources and third party, are met
• Generate and analyze Horizon reports for the identification of trending issue volume, training opportunities, system problems, and status of open calls

QA

• Perform QAs of technicians’ interactions with field customers and provide remediation as necessary
• Ensure clear, complete and concise logging of all customer service interactions between Help Desk Analysts and C3i client base. Call logging includes an accurate account of the problem reported and actions taken to resolve the issue in addition to the categorization of the Assistance Request

Management

• Oversee Help Desk Analyst activities including, but not limited to scheduling, daily management, productivity management, objective & goal setting
• Act as first level of escalation for issues requiring leadership attention

Call/Email/Chat Handling

• Provide comprehensive technical support services to support center customers
• Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
• Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
• Use all available Knowledge Management Tool during the call
• Take all necessary steps to ensure customer satisfaction at the end of the call
• Create and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call logging components
• Confirm and update customer profile information as needed
• Promptly notify Level II of any potentially “dissatisfied” customers
• Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention
• Follow all documented procedures to handle open calls, including monitoring open call queues, placing follows up phone calls, etc.