Selvam G

Project: Avatar System Implementation and Maintenance

Role: Windows Administrator responsible for the implementation and maintenance of the Avatar system.

Responsibilities:

Avatar Installations: Managed the installation and integration of Avatar Software across multiple sites.
Site by Site QA - QC: Conducted quality assurance and quality control for each site to ensure optimal system performance.
User Permissions and Access: Configured and managed user permissions and access to security groups.
Video AI Client Integration: Integrated Video AI Client cameras into the system and server backend.
Site Connections: Tested and maintained connections for all sites to ensure seamless operation with Avatar.
Troubleshooting: Resolved issues related to user permissions across customer sites using POS Logs and POS messages.
Click-up Maintenance: Maintained and managed Click-up for all customers to streamline project management and tracking.
Customer Interaction: Handled customer-facing aspects of the role, providing support and addressing inquiries.
Avatar Testing: Conducted testing of Avatar Software for various POS types, including NCR, and expanded testing as new POS types were added.

Project: Enterprise System Management and Optimization

• Role: System Administrator with two years of experience managing and maintaining enterprise-level systems.

Responsibilities:

• As a System Administrator with two years of experience with managing and maintaining enterprise-level systems.
• Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
• Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
• Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end users.
• Improved security measures by conducting vulnerability assessments and applying necessary patches.
• Managed onboarding and offboarding of employees.
• Maintained high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
• Diagnosed and resolved hardware and software issues.
• Resolved issues and escalated problems with knowledgeable support and quality service.

Project: Office Depot Italy Process

• Role: Senior Customer Service Representative for UK and Italy processes.

Responsibilities:

• Worked in HCL as Senior Customer Service Representative for UK process using Salesforce tool and handling data entry for Italy process
• Placed orders on behalf of customers on Office Depot website to ensure timely delivery and customer satisfaction.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Responded to customer calls and emails to answer questions about products and services.
• Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
• Reduced call wait times by implementing effective time management techniques within the team.

Flipkart Catalogue Team

Project: Quality Excellence Process for Catalogue Team

• Role: Managed the Quality Excellence process for the Catalogue Team.

Responsibilities:

• Managed the Quality Excellence process for catalogue team of Flipkart which involves Catalogue Verifiers, Preparing weekly and monthly audit reports, and upload Process for the Catalogue Team
• Reduced client complaints by implementing a more effective customer service strategy.
• Managed multiple projects simultaneously while maintaining strict adherence to deadlines and budgets.
• Resolved conflicts among stakeholders promptly and professionally ensuring smooth progress throughout each stage of the project.
• Delivered high-quality work on time and within budget, earning positive feedback from clients.
• Developed effective improvement plans in alignment with goals and specifications.