Vijay Negi

Key Result Areas

Strategic Initiatives

• Key contributor in setting up of best practices in newly formed Global Customer Support pillar by analyzing the existing processes by categorizing it into “Stop” “Start”, “Continue” buckets with valid justifications
• Collaborate with customer enablement team to lay out a detailed plan to integrate bot in chat portal which helped to reduce frequency of FAQs by about 15-18% and thus enhance customer and associate experience
• Set-up of an effective mechanism to capture feedback from the customers on chat portal to identify the actionable to enhance the chat experience
• Introduced SLO (Service Level Operation) including FRT (First Response Time) for handling tickets based on their severity and by analyzing the time taken for resolving tickets in the past
• Create a communication plan to cascade the business significance of SLO, SLO information, seek their feedback and implement it based on relevance
• Analyze tickets closely to identify the tickets which could qualify for automation such as renewal of subscriptions and set up the process for their automation
• Collaborate with cross functional teams such as Engineering, Product, and Sales in a closed loop approach for escalated and critical cases
• Drive creation of a knowledge repository to help the team resolve common queries reported on chats/tickets quickly
• Trained the team to identify technical tickets which should be prioritized and highlighted to the escalation management and technical support teams to avoid escalation

Personnel and Performance Management

• Handle a team comprising of 16 members with varied expertise and experience
• Highlight key contributors and showcase the work performed by the team to leadership in Quarterly Business Review Meetings
• Oversee Case Quality Index matrix conducted by SOL
• Create learning and development plans for associates in alignment with organization's objective and associate's career aspirations
• Conduct a non-biased performance appraisal of all team members, provide constructive feedback to associates, identify the gaps, and re-align development plans as needed
• Created awards and recognition program for the team to keep them motivated
• Implement the culture of cross learning by encouraging the associates to share their learnings with the team
• Part of the hiring drive for Global Customer Service team
• Create on-boarding, training plans for the new hired candidates to enable them to contribute sooner to the team's success

Key Result Areas

Queue Management & Chat Supervision
• Assist with monitoring & managing case queues in SFDC (Customer Portal/ Low Volume/ Certification/ Non-Technical)
• Live monitoring of chats for quality control & collating feedback
• Daily Review of historical chat of 8 associates
• Collating observations & feedback
• Assess behaviors & identify improvement areas for associates by analyzing trends & patterns. Share the analysis with the Associate Manager
Shift Rostering
• Assist with the preparation of shift schedule for the India Customer Service team & publishing in Humanity portal
Training & Coaching
• Conduct training with respect to processes & workflow whenever required
• Coach & Mentor New Hires as & when required
• Assist with reviewing & coaching team members whenever necessary and share feedback. Act as a Team Advocate and bridge gaps (if any) by working closely with the team and through continuous feedback sharing
Projects
• Assist with conceptualizing projects & driving initiatives that help streamline the business and enhance processes
• Assist & participate in ongoing SD/ Customer Service projects both locally & globally
Tooling
• Test out new tools & applications as & when needed and share feedback with the stakeholders
Operational Analysis
• Assist with maintaining SFDC reports with respect to all Operational activities in Chat Support
• Assist with Monthly Business Reviews
• Assist with conducting Stand-ups
Documentation
• Assist with & maintain workflow & process related documentation with respect to Chat Support

Key Result Areas

• Serve as a first point of contact for Red Hat customers who contact via telephone, web ticket or chat
• Investigate the problem, work closely with Technical Support Engineer to resolve the reported issue
• Diagnose, troubleshoot, provide resolution, and handle escalated tickets/issues
• Research on customer issues, and record information in knowledge base for future use
• Showcased exceptional customer service skills by keeping the customer first and proactively find solutions to complex issues
• Handle escalated tickets from junior associates (L1 engineers)
• Mentor junior/new team members as and when required

Key Result Areas

• Provide technical support to Red Hat enterprise customers
• Work with Red Hat enterprise customers across the globe on 24x7 basis that requires one to work in different shifts periodically
• Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
• Exceed customer expectations by providing outstanding customer service
• Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
• Contribute to the global Red Hat knowledge management system while working on customer issues
• Manage escalated tickets from junior associates (L1 engineers)
• Mentor junior/new team members as and when required
• Lead customer escalation calls to provide resolution on customer's issue
• Handle 20-25 tickets and 15-20 chats daily

Key Result Areas

• Serve as a first point of contact for Red Hat customers who contact via telephone, web ticket or chat
• Investigate the problem, work closely with Technical Support Engineer to resolve the reported issue
• Diagnose, troubleshoot, provide resolution, and handle escalated tickets/issues
• Research on customer issues, and record information in knowledge base for future use
• Handle 20-25 tickets and 15-20 chats on a daily basis

Key Result Areas

• Undergo Red Hat Product Trainings
• Familiarize with internal tools and processes
• Resolving the severity 4 level tickets
• Shadowing Customer Support Specialist as and when required
• Going through chats of senior members to understand the nature of tickets and process to resolved them