Vysakhi K B

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across American time zones.
• Translated complex technical issues into digestible language for non-technical users.
• Managed high levels of call flow and responded to Network and Internet related technical support needs.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used SNOW ticketing system to manage and process support actions and requests.
• Promoted efficiency among departments with prompt resolution of system issues.

As an Order manager

● Onboarding customer, explain the delivery process, be the point of contact for the order after taking hand over from sales till the activation and billing

● Confirm price impacting data and gather non price impacting data for further order processing

● Collect data from sales, solution engineer and customer to process and deliver the order

● Drive the order to fulfilment by coordinating between sales and customer on one side and procurement teams on the other.

● Monitor the order for progression and resolve the fallouts by working with the downstream teams

● Send the weekly reports to customer and sales team, present the same on a conference call

● Make o/b status calls and handle i/b calls from customers who checks in for order status

As Quality Auditing Associate

● Conduct live audits provide feedback and document coaching and compliance

● Handle escalations and exceptions, drive long tail orders

● Publish daily/weekly/monthly quality reports and perform weekly/monthly reviews with clients, leadership and other stakeholders

● Identify bottom quartile performers, document Performance implementation plan and do refresher trainings

● Announce process changes, send quality flashes, conduct process knowledge tests and update SOPs and training materials

● Identify pain areas and drive initiatives for improvements in BAU

● Complete root cause analysis for detractors and present it to clients

As Process trainer

● New hire training(process), voice coaching, floor coaching/mentoring

● Coordinate nesting process, handle escalations from nesting team

● Provide knowledge transfer for newly hired Quality/reporting staff

● Provide refresher training on topics identified from RCAs

● Participate in governance calls and plan training materials

● Plan cross trainings and up skilling programs for order managers

● Managing escalated tickets from the 1st engineer or part dispatch till the closure of the ticket

● Troubleshooting hardware issues through Inbound/Outbound calls

● Following up with the customer over call/email or internal teams for fast resolution

● Making sure to have touch base with all the 100 tickets without breaching the SLA

● Scrubbing past chats, calls and email communication, de-escalating issues ● Maintaining the documents of related system, handling long-tail cases, scrubbing through case history for quality and audit process.

Order management

● Coordinating with the client and foreign telecom provider on securing ADSL and POTS connections.

● Incident management - Following up with the service provider for updates on new orders and incidents for order completion and issue resolution, respectively

● Troubleshooting LAN issues, VoIP phones issues through Inbound/Outbound calls

● Assisting on site technician on resolving the LAN issues

● Coordinating the procurement, delivery, and installation of new devices

● Assisting on new installations and troubleshooting on VoIP phones for the medium business end customers.

● Creating change requests as per the requirement and participate in the call.