Srinivasan Subramaniam

• Ran statistical analyses within software to process large datasets.
• Compiled and cleaned data for proper handling.
• Maintain knowledge management design
• Implemented randomized sampling techniques for optimized surveys.
• Developed polished visualizations to share results of data analyses.
• Analyzed large datasets to identify trends and patterns in customer behaviors.
• Applied loss functions and variance explanation techniques to compare performance metrics.
• Resolved problems, improved operations and provided exceptional service.
• Managed time efficiently in order to complete all tasks within deadlines.
• Excellent communication skills, both verbal and written.
• Conduct roundtable meetings at various sites. Incorporate roundtable meeting feedback in a timely manner and send out weekly reports to the attendees. Regularly review and refine procedures & policies ensuring that they are user friendly and easy to understand.
• Use HTML to create new articles and custom 'Super Pages', which consists of all documentation from KM related to one specific topic
• Developed strong organizational and communication skills through coursework and volunteer activities.
• Identified issues, analyzed information and provided solutions to problems.
• Worked well in a team setting, providing support and guidance.

• Real time queue management & Effective Client interactions wherever applicable
• Assisting frontline associates (Level I & II) with the calls and handling Supervisor Escalations
• Responsible for meeting SLA targets set by the management – ASA, Abandoned Rate, AHT, CSAT.

· Ensure the KPIs and SLAs are met

· Quality Audit of the L1 analysts day to day activities

· Conduct pre & post shifts meetings

· Performing regular 1-1 sessions

· Drive CSAT scores

· Ensure de-escalations are minimal.

· Ensure regular follow up is done on existing tickets

· Monitoring calls for the group of associates aligned, delivering feedback on Call Quality and Communication for the calls monitored

· Standardized hyper care (Process of new hire handover to be effective in production) in IT Services

· Serve as Subject Matter Expert (SME) for agents and point of contact for accounts with the goal of improving contractual SLAs

· Serve as a SME for Quality Coaches – POC for all the coaches in achieving their monthly/quarterly targets

· Creating multiple reports on Weekly & Monthly basis. Target Vs Actual audit data; Feedback compliance data, Repeat Offender, Critical Parameter defaulters data & Hyper Care

· Giving regular feedback to the agents and also sending them mail with the good and improvement areas discussed during the feedback session

· Handle Quality coaches – Mentor & coach the coaches.

· Also ensure coaches meet their SLA targets as agreed with the stake holders

· Supporting Early Life Support Customers and help in troubleshooting related to all the applications, operating system and hardware that customer has installed on the computer.

· Supporting and provide effective resolution to XPS Premium customers residing in North America in both desktop, portable, printer and software support

· Callback customers where Issues are not resolved or Operating system reinstallation have performed to assist customers install software’s and drivers that customer has on their system.

· Supporting the new agents on the floor with technical issue and case documentation

· Trouble shooting issues related to the Broadband connection for home users

· Operating system and printer issues

· Help user’s setup connection and configure Email client.

· Supporting a team to provide effective resolution to customers residing in North America in both desktop and portable systems.

· Checking the functionality of the Internet service while installing any 3rd party programs