Shubham Dayma
Dighi
Summary
Motivated professional with several years of experience juggling multiple priorities to keep company running smoothly. Communicative team leader possessing outstanding time management and documentation abilities. Polished in overseeing employee performance and guiding and motivating new talent.
Overview
6
6
years of professional experience
Work History
Assistant Manager
Tata Communications Ltd
Dighi
02.2019 - Current
- Working for Cloud Connected Audio module for Cisco WebEx Support process
- Managing a Team which is supporting Cisco WebEx / CCA/ Cisco Spark
- Engaging Cisco TAC team for escalations
- Implementation of end-to-end call flow for WxCC customers
- Configuration and management of various profiles and strategies.
- Managing technical escalations and participating in bridge conference calls.
- Provisioning Entry Points, Skills, Skill Profiles, User & Desktop Profiles
- Provisioning Sites, Teams, Auxiliary Codes, Agent Profiles, and Configuring Agents.
- Expertise on Custom Report.
- Creating Campaigns on Acqueon & Investigating issues with respect to dialer
- Working on issues like Agent Not able to login, Agents get logged out, Calls routing, abandoned calls, Calls on Overflow, Call Drop, PIN/ANI related issue, Flow issue, Recording issues other issues related to WxCC.
- Basic troubleshooting of VoIP/GSIP networks.
Associate Customer Support
Tech Mahindra Ltd
Pune
09.2024 - 07.2024
- Giving resolutions of customer complaints
- Responds to customer by understanding their queries.
Education
BSC(CS) -
Vishwakarma college of arts, commerce and science
05.2018
12th -
DKTE
05.2014
10th -
Vyankteshwara English school
05.2012
Skills
- Microsoft Office
- Basics on SIP
- Control Hub
- Cisco Webex Management Portal
- Monitoring
- Basics on API
- Incident & Change Management
- Good Written & Communication Skills
- Team motivation
- Workload Management
- Orientation and training
Personal Information
- Date of Birth: 09/27/96
- Gender: Male
- Nationality: Indian
Languages
- English
- Hindi
- Marathi
Extracurricular Activities
Worked as coordinator for NAAC committee 2k17 at VCACS college, Pune. Participated in Microsoft Cyber Security workshop at VCACS college, Pune.
Hobbies and Interests
- Playing Cricket
- Volleyball
- Travelling
Disclaimer
I hereby declare that above given information is true to the best of my knowledge.
Timeline
Associate Customer Support
Tech Mahindra Ltd
09.2024 - 07.2024
Assistant Manager
Tata Communications Ltd
02.2019 - Current
BSC(CS) -
Vishwakarma college of arts, commerce and science
12th -
DKTE
10th -
Vyankteshwara English school
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