Music and Dance
Vivek M
Support Engineer
Bengaluru
Summary
Experienced professional with over 6 years of success in Operations Management, Process Management, Quality Management, Training, and Development. Passionate about contributing to a progressive and established organization, striving to implement skills and knowledge with utmost commitment and involvement. Seeking a position of respect and responsibility within the company.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
5
5
Languages
Work History
Support Engineer II
Concentrix Services India Private Limited
Bangalore
06.2019 - Current
- Supported as Team Leader for a team of 20 Employees and handled the duties on preparing the reports like Utilization, EWS, Client Connect, One-on-One. Also provide PPT presentations on team management.
- Trained DMs, leading performance reviews and offering constructive feedback.
- Reports of RCA for cases missed SLA and steps to avoid them in the future.
- Notify the Delivery management team and TAs when Major Incidents occur.
- Prepare reports showing statistics of missed/pending cases in the queue.
- Ensured follow-up action is taken when necessary and kept the delivery team informed.
- Ensured quality parameters are met.
- Maintained attendance for the process and sent it to the payroll team on monthly basis.
- Proactive communication with the delivery team in case of forecast variance and coordination with the cross-functional teams to strengthen the existing process.
- Prepared PPT for being part of client reviews.
- Conducted meeting for updates regarding the process with the presence of the Process Managers.
- Weekly clients call participation to discuss major incidents and queue health of the process.
- Identified opportunities for improvement basis queue monitoring and email response.
- Developed and maintained the Duty Manager Process handbook.
- Coach & mentor team members on the process weekly updates that are provided by the Delivery team.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- I identified issues, analyzed information and provided solutions to problems.
- Generated operational reports for management on a monthly schedule.
Customer Support Representative
Hewlett Packard Enterprise
Bangalore
02.2016 - 12.2017
- Was deputed as Customer Service Representative for APJ and AMS region with B2B customers to ensure the service level agreement was met.
- Point of contact for handling constant monitoring for the customer on delivering the best of experience.
- Ensuring quality parameters are met.
- Participating in the calibrations.
- Identify opportunities for improvement-based delivery & Customer feedback.
- Hourly basis SL report will be pulled and the same will be shared with clients and management.
- D-SAT customers will be called out to know the reason and rectify the issues. An analysis has been done on the same and will be shared with the clients.
- Conducted projects, which have yielded better results by driving it on periodical intervals and has maintained for consecutive months.
- Proactive communication with the leadership team in case of forecast variance and coordination with the cross-functional teams to strengthen the existing process.
- Handled training batches at times of emergencies, if management requires the support to close the batches with good results.
- Worked flexible hours through the night, weekend and holiday shifts.
- Collaborated with team members to achieve target results.
Education
Bachelor of Computer Applications -
Bangalore University
Bangalore04.2019
Skills
- Compliance assessment skills
- Strong attention to detail
- Client interaction expertise
- Complex issue resolution
- Proficient in managing disputes
- Task prioritization
- Reliability
- Teamwork and collaboration
- Service excellence
Accomplishments
- Honored exemplary award for excellent performance.
- Honored by Microsoft client as best performer.
Additional Professional Activities
- Conducted Refresher training along with the Training team.
- Process training conducted on the product.
- Organized Motivational Activities for the team.
Personal Information
- Date of Birth: 02/10/94
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I confirm that the information provided by me is true to the best of my knowledge and belief.
Statement Of Purpose
To be a part of a progressive and established organization & to implement my skills and knowledge with utmost commitment and involvement. Also, to earn a position of respect and responsibility in the company.
Interests
Timeline
Support Engineer II
Concentrix Services India Private Limited
06.2019 - Current
Customer Support Representative
Hewlett Packard Enterprise
02.2016 - 12.2017
Bachelor of Computer Applications -
Bangalore University
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