Vignesh K

Key Responsibilities:

• Resolved customer issues across multiple channels, including chat, phone, web, online forums, and other support platforms.
• Delivered prompt, friendly, and efficient assistance to customers, addressing inquiries and issues related to product features, usage, and troubleshooting.
• Researched, verified, and documented product issues, creating concise Knowledge Base articles and updating the internal case management system.
• Handled and escalated critical issues with priority, ensuring adherence to service level agreements (SLAs).
• Recorded all support interactions in a centralized case management system to maintain accurate and consistent documentation.
• Coordinated with internal teams for issue escalation and resolution when necessary.
• Proactively managed a personal backlog of support requests to ensure timely follow-up and closure.
• Maintained clear communication with customers, providing regular updates to manage expectations and ensure satisfaction.
• Cross collaborating with sales team and product support team customer's on their expectation and making sure that right support is given at the right time.
• Prioritising multiple tasks and addressing customer's queries with a customer first mindset and no customer left behind mindset.
• Expanding the business relationship and collaborate with the Sales team and reseller partners in pursuing expansion opportunities according to the customer's requirement and usage.
• Collaborate with internal teams as Client services, sales team and other teams as and when required to resolve the customer's queries and ensuring a outstanding customer support experience.
• Assisting customer by providing insights about upgrades and benefits of premium and enterprise packages according to customer's expectations.
• Handling EP and Business customer's cases providing customer first mindset support.

Additional responsibilities :

• Conducted periodic reviews of technical support cases to evaluate service quality, documentation accuracy, case hygiene, and adherence to internal processes and SLAs.
• Assessed effective usage of internal tools and support systems to ensure efficient and compliant issue resolution.
• Identified recurring quality trends and process gaps through case analysis and shared actionable insights with internal stakeholders.
• Performed root cause analysis on customer-reported issues and quality deviations, contributing to corrective and preventive action planning.
• Partnered with Subject Matter Experts (SMEs) to validate technical gaps and support skill enhancement initiatives within the team.
• Supported continuous improvement initiatives by recommending process refinements based on audit findings and operational observations.
• Facilitated regular Quality Assurance discussions to review observations, highlight trends, and align on improvement opportunities.
• Assisted in preparing quality metrics and reports to support trend analysis, performance reviews, and stakeholder discussions.
• Collaborated closely with Vendor Management, Client Services, and Product Support teams to ensure consistent service quality and customer experience.
• Promoted quality awareness and best practices across support workflows to enhance service excellence and customer satisfaction.

Key Responsibilities:

• As a Real Time Adherence Analyst(RTAA) with HP INC, We will be tasked with monitoring and maintaining our company's service level, I am responsible for maintaining the service level of a team by handling 60 + employees breaks, call backs, follow ups, attendance to help the team in providing the world class support with No customer left behind motto in a smooth and efficient way possible.
• Be a Real-Time Analyst on daily basis to ensure employee schedule adherence and management and tracking of any exceptions.
• Accurately collates all core and non-core activities on a real-time basis to ensure root cause analysis and action plan is provided immediately.
• Creating plans for the Cross Training.
• Monitor productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks and shrinkage as needed.
• Prepares and communicates daily and weekly schedules based on established call volume forecasts.
• Preparation of Daily, Weekly & Monthly Reports.
• Generating reports and presenting weekly performance scorecard to senior managers. Data analysis with regard to queue performance as well as team performance.
• Queue Monitoring.
• Doing side-by-side monitoring and skills transfer for agents.
• Analyze SLA reports, determine root causes of misses and identify best practices and reconciliation.
• Identify potential SLA misses and escalating them to the SDM, determine root cause analysis and devising the action plan to overcome the SLA misses.
• Case managements (Open Case, Last activity, Call backs, Follow ups, Attendance, Break management, Assigning calls and cases.
• Real time technical assistance on floor.
• Working on improving team score, based on team performance and getting new strategies to achieve the target Service level (War rooms). Weekly technical debriefing with level 2.
• Working with 4E team (employee engagement programs).
• Trained on soft skills.
• Sending out reports of each employee's real time working on an every day basis.
• Trained on company specific tools such as Genesys, Global Newton, Microsoft CRM CDAX, Outlook, Lithium, Mandora, Log me in rescue(LMI).
• Provide positive relationships with internal Colleagues ensure that company values and goals are met.
• Maintain various daily databases for identify skill set shortages to help in short-term training requirements.
• Ability to multi - task in an ever-changing environment.
• Competency to work in a fastpaced environment with quickly changing priorities.
• Help in achieving optimum service level on a monthly, daily and intra-day basis in-order to drive up service level consistency performance.
• Ability to effectively analyze any given scenario to determine the best course of action.
• Help in variance reporting to program managers, to enable them to make timely decisions about planned off line activities and outages.
• To check if there is a high impacting case in queue and ensure it is addressed on high priority.
• Closely monitoring the SLA's (Service Level Agreement) and collating reports for SLA management for the assigned account.
• Ensure critical business issues are being addressed and there is continuous communication back on status/resolution.

Additional responsibilities:

• Being a bridge between premium customer accounts and support and sales teams with regards to onboarding and right support at the right time for premium customer's.
• Logging cases according to the customer's queries and routing to the relevant team and follow up with customer and technical support accordingly until resolution is provided.
• Providing insights on the package and scheduling calls with clients quarterly and yearly to make sure the clients and account managers are not facing any issue's and right support is provided.

Performance Management:

• SLA Targets.
• Quality and Best practices.
• Addressing and Escalating issues.
• AHT.
• Call Monitoring.
• Process Implementation

Timely Reporting:

• Weekly Reviews.
• AHT Reports.
• Schedule Reports.
• SLA Reporting.
• Monthly Perfomance.
• Productivity and Utilization.

People Management:

• Scheduling.
• Roster Management.
• Break Management.
• Absenteeism.
• Motivation and Retention.