Vishal Kashyap

Roles and Responsibilities

Continuous Operations: IT systems often need to operate 24/7 to meet business demands.

A Shift Leader ensures the continuity of IT services by overseeing operations during different shifts, minimizing downtime, and responding promptly to any issues, overseeing operations when the manager is absent.

Case Assignment: Assigning cases/HO's to engineers during shifts; dealing with the front line/chats team.

Team Coordination: In an IT environment, where collaboration among team members is essential, a Shift Leader acts as a central point of contact. They coordinate tasks, facilitate communication, and ensure that the team works cohesively to meet objectives.

Enhanced Customer Satisfaction: Efficient queue management leads to quicker resolution of user issues or requests. This contributes to higher customer satisfaction, as users experience faster response times and reduced waiting periods for IT support.

Reduced Response Time: Queues help organize incoming requests or issues, enabling IT teams to respond more quickly. By systematically managing tasks in a queue, IT professionals can address issues in a timely manner, minimizing downtime, and improving overall system reliability.

• Handled customer complaints calmly and professionally, resolving customer issues in a timely manner.
• Created reports and documents as requested by the office manager.
• Learned and followed all store policies and procedures, resulting in fewer mistakes and improved customer service.
• Resolved customer inquiries in a timely manner, resulting in an X% satisfaction rating.
• Utilized customer feedback to recommend improvements to existing products and services.

• Actively listened to customer complaints and provided suitable solutions to maintain customer satisfaction.
• Handled customer complaints calmly and professionally, resolving customer issues in a timely manner
• Collaborated with cross-functional teams to ensure customer inquiries are handled in a consistent manner, and customer needs are met.