Vaneet Vashishat

Team Size Handled -16-18 Individual Contributors

Overseeing the coordination, administration and execution of technical support programs, products, projects, process, performance metrics/standards for assigned area.

Ensuring that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures.

Responsible for the scheduling, staffing, management and development of employees in assigned area. Supervises the activities of individual contributors performing similar tasks within a shift or group.

Strong team player with an attitude of Service with focus on great customer experience with a Strong Escalation management experience with multiple stakeholders such as customers and
product and service teams.

Experience in leading a Remote teams and was responsible in onboarding new team member's post training completion. Served as a Transition Queue manager and was the SPOC for any issues faced by the group during the period.

Working as Team Support and responsible for key deliveries like Repeat Rate, Average Handle Time, Service call Quality and handling escalations.

Acting as a remote customer advocate to champion specific customer needs in collaboration with field team.

Applying systems analysis techniques and procedures to determine hardware or software systems functionality.

Applying technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.

Escalating to more senior resources to resolve more complex issues. Contributes and develops knowledge-based articles; preparing troubleshooting articles for reported issues

Customer's handled -US and CA Dell Consumer and Commercial customers.

Process - Voice

Responsibilities:

Resolving complex issues forwarded by other team members (e.g. executive technical escalations).

Solving problems for customers with challenging expectations (often escalated or irate).

Maintaining/building relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group). Participates with leaders to determine focus areas for technical improvements (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance).

Coaching new team members in achievement of metric results.

Solving moderately complex customer issues on Dell Desktops/Laptops and Printers

Providing first level support in the inbound or outbound contact center. Routes customers when appropriate to proper support queue in case of incorrect routing.

Partnering with team members to obtain resolutions to complex technical issues. First point of contact for customer for any issues withing warranty