SMITHA N SWAMY

• Handling courier activities (dockets, pick-ups, in transit, RTO cases).
• Replying to customers' emails.
• Guiding customers through troubleshooting and resolving the issues in devices.
• Creating a delivery channel for the customers.
• Handling inbound and outbound calls.
• Sharing estimations and revised estimations based on the discussion with customers.
• Working on payment reports (Bill Desk).
• Working on high TAT cases.
• As per customer confirmation, cancel the cases in the tool, changing the email ID, phone numbers, address, etc.
• Handling PMS & TMS tools.
• Tracking daily mails & calls in excel taking action against pendency cases.
• Review with clients on week basis on the open Calls & Emails, Repeat Issue, Feedback cases, Ameyo report, lost & damage cases, other courier reports,
• Sharing open calls report & initiating to take action against pending cases to Mumbai location for the closure.
• Converting customers to purchase the refurbish devices.
• Happy calls for Lenovo out of warranty cases.
• Taking initiative actions for Dis-satisfied cases.

• Interacting with walk in & assisiting.
• Handling inbound, outbound calls maintain details in excel.
• Issue bus pass for staffs & students, maintain the bus pass application as per the route wise & enter details in excel.
• Providing wifi connection for staffs with help of radius software.
• Passing circular details and meeting schedules will be updated accordingly to all departments.
• Working on ID cards of staffs, students & data in excel, scan the photos, crop in adobe photo & rename the photos.
• Handling emails, MBBS, super speciality, PG admission query. (Register in MCC)
• Segregate the covid files in to V Part & A part.
• Upload the patient details in Preauth software , claim the insurance (IP Sheet, Doctor & nurse notes, Temperature Chart, X ray reports, discharge summary etc.)
• Change the pictures in display board as per activity in college.

• Receiving inbound calls and checking who doesn't have a ration card, booking food and rations accordingly in the software.
• COVID patient follow-ups.
• Outbound and inbound cases taking details of COVID patients, such as name, age, address, symptoms, etc.
• As per the patient's symptoms, we need to take action in the cases.
• Blocking the beds, remove the beds in the tool.
• Handling discharge cases.
• Preparing the letters and ambulance dispatch for patients.
• Updating patients' details in the Index tool.
• Share the calls report by the end of the day.
• Monitoring all the COVID cases with the team taking initiative measures.
• Sharing hourly reports.

• Taking a purchase order from an IBM user.
• Logging the call in the PMS tool.
• Following up with the team to collect the hard disk from different locations.
• After receiving the hard disk, please provide confirmation in an email.
• Sending the status of the HDD to the user.
• After the recovery, inform the customer through a call and email, updating them on how much data has been recovered.
• Sharing the dispatch details and following up until the hard disk is received by the customers.
• Raising the invoice in the PMS tool.
• Uploading the invoice copy in the IBM tool.

Asus, Xiaomi, Huawei, Coolpad, OnePlus, Meizu, MSI, Realme (motherboard, graphics card), Dell, Lenovo.

• Devices pending delivery cases inform customers to collect the unit from the service center.
• Sharing the update report by the end of the day with branches and clients.
• After service query follow-ups and action.
• Happy callings/Feedback calls.
• Handling escalation calls and emails, taking conference calls with the branch.
• Handling clients' demands.
• Handling just dial, OOW, and in-warranty customer queries.
• Call log of AMC
• Taking inbound calls, giving updates to customers as per their queries.
• For SAT/DSAT cases sharing the updates to branches, following up for DSAT cases action plans.
• Uploading the calls in Java Ameyo tool and monitoring.
• Audit for out of warranty cases

• Attending to front-end customers and also inbound calls.
• Informing the customers to fill out the ELS form.
• Preparing the job sheet in the Huawei CCP and PMS tool.
• Creating an invoice copy.
• Handling reservations and postal cases.
• Dispatching the devices to customers' locations.
• Ordering parts & creating PNA in tool
• Attending daily meetings, training for 20 minutes every day, and Tuesday for 1 hour from Huawei.
• Help the customer to take a data backup from (HiSuite).
• Sharing the quotation with the customer, and after the approval process, proceeding with the repair.
• Going through WEKNOW (knowledge collection, base system, campaign, and notice, etc.).
• Educating customers about the HICARE app, and informing them to check and collect the device.
• Informing the customer to collect the repair and RWR devices.
• First and last level diagnosis of the unit in the Compartner tool.
• Sharing quotations for customers in Word format.
• Explaining promotions and the Hicare app to walk-in customers.

• Preparing purchase and work orders as per the indent.
• Negotiating prices.
• Interacting with customers and dealers.
• Replying to the emails.
• Maintaining purchase and work orders in the particular files.
• Updating in software WINHMS.
• Maintain the printing cartridges register.
• Dispatching, receiving, and entry of the indents.
• Any other task assigned.

• Company Overview: IT services company (formerly known as RT Outsource Service Limited) servicing computer displays (monitors, projectors), telecom devices, DTH set-top boxes, computer motherboards, and other peripherals. An authorized service partner of major brands like IBM, Lenovo, AOC, TPV, Wipro, Diebold, Airtel, ViewSonic, and HP.
• Handling AOC brand monitors in the East and North locations (covering 11 major cities).
• Generating open and closed call reports by pulling data from the CRM (Customer Relationship Management) tool, and sharing it with location partners and REs.
• Conducting a weekly review with the partner locations.
• Monitoring REs and partners in call closures on time.
• Spare demand by checking the countrywide stock and arranging logistics from hubs on time.
• Having defectives track until it reaches clients.
• Updating the status frequently, and closing the calls on time.
• Assigning calls to engineers with parts, and requesting parts in SCM (Supply Chain Management).
• Convey the customers in case of a service delay due to spare movement.
• Handling escalations from clients.
• Closing the calls as per the TAT.
• Updating and closing the calls in the tool on a daily basis.
• Sharing the bill report at the end of the month.
• Projects Handled: AOC, IBM, ViewSonic, Fujitsu, Lenovo.

• In warding, adaptors, and terminals.
• Sharing dispatch and inward details with customers.
• Sharing the daily report with the client on a daily basis.
• Our warranty case sharing amount approval details to the client.
• Dispatching working machines while preparing the DC & E Sugam form.
• Sharing the billing report at the end of the month (MIS report).
• Interacting with clients and customers for queries.
• Updation and closing calls in the tool (Amdocs).
• Following up on the sign-up copy at the beginning of the month (Stock match).
• Customers: ICICI, IDBI, HDFC, AXIS, Venture Infotek.

• In warding the materials
• Dispatching materials as per the client requirements.
• In damage condition sharing snap to clients.
• Sharing daily stock.

• Sales Order Creation / Changing in SAP.
• Waybills follow up.
• Invoice to the customers, as per the order.
• Order execution as per ABB officials, and maintain a good relationship with customers.
• Additionally, taking care of our department activities during emergency times.
• Supporting the collection of feedback from every customer and reacting immediately to their concerns as per the superior's instructions.
• Sales Planning and Logistics Department.

• Invoice bound for BSNL post and prepaid.
• 250 calls per day target.
• Resolving customers' queries.