XAVIER V M
Bengaluru
Summary
Recipient of Global Award for Moments that matter. An effective communicator with excellent relationship building & interpersonal skills and strong analytical, problem-solving & organizational capabilities. An innate flair for accepting challenges with entrepreneurship capabilities in managing & leading overall functions. Skills in managing work in sync with the corporate set parameters for achieving business & individual goals. Expertise in providing consultancy, migrating processes, updating status of transition projects to the senior management and clients. Fostered an environment of regulatory awareness and ensured regulatory compliance. Comprehensive experience in cementing healthy relationships with the clients for generating business and leading the workforce towards accomplishing business & corporate goals. Providing excellent customer service, time-bound problem solving, attention to detail, being organized and a fast learner to keep up with the pace of ever-growing knowledge. Recipient of multiple awards & client appreciation for enhancing client satisfaction and business generation through superior service.
Overview
18
18
years of professional experience
10
10
Certifications
4
4
Languages
Work History
Service Desk Agent II
One Diversified
02.2023 - Current
- Receive and track service requests from clients via phone, email, chat, Customer Portal, or automated ticket alerts
- Complete Technician Check-Ins for service tickets, including perform scope of work check and validate if the technician has necessary tools and equipment and update the ticketing system.
- Work with team members to ensure proper ticket entitlement/coverage
- Adhere to all departmental and company-wide guidelines, practices, policies and procedures.
- Log and track issues using incident/problem management database with accurate, up to date information.
- Co-ordinate with OEM’s, field technicians, subcontractors, and clients to maintain communication on open service tickets.
- Maintain tickets; update and follow-up with internal and external clients/personnel within the required contractual SLA timeframe.
- Review open tickets to ensure timely resolution.
- Communicate with prospective clients and refer them to Sales as needed.
- Determine when an issue requires escalation to a higher-level support member or management.
Helpdesk Senior Associate
NTT Data
12.2021 - 02.2023
- Mentoring new team members and guiding them on troubleshooting steps.
- Create / Update / Review of knowledge articles
- Conducting refresher training to fix knowledge gaps
- Sharing updates about process and product changes
- Identifying issues in workflow and updating team member’s on how to resolve issues in faster manner
- Provide service improvements for contact reduction and FCR improvement through daily scrubbing of non FCR and top call drivers to identify root cause
- Providing technical assistance via the phone, email or chat to ensure closure of issues raised
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues
- Troubleshooting various applications used by the client, ex: Mainframe, CRM, CI other web apps
- Troubleshooting on remote tools such as Bomgar
- Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
Assistant Officer – Operations
National Bank of Fujairah
05.2017 - 11.2019
- Undertaking a risk based approach for conducting due-diligence encompassing AML, legislations and controls.
- Developing, implementing and maintaining programs, policies, procedures and controls to ensure company-wide compliance within the stipulated regulations.
- Scrutinizing suspicious activity cases to identify & refute money laundering activities.
- Ensuring compliance at all times within all the processes and ensuring corrective action wherever required.
- Managing service operations to render & achieve quality services. Providing first line customer support by answering queries & resolving customer’s issues within TAT.
- Identifying and networking with financially strong and reliable Agents / Advisors, resulting in deeper market penetration and provide better customer service.
- Building and maintaining healthy business relations with clients, ensuring maximum customer satisfaction by achieving delivery & quality norms.
- Managing customer centric operations and ensuring customer satisfaction by achieving delivery service quality norms.
- Identifying prospective clients, generating business from existing client, thereby achieving business targets.
- Implementing competent business strategies to market a wide range of products and achieving targets.
CSE
HSBC Global Resourcing
07.2010 - 10.2016
- Steered operations related to audit & maintenance of inward & outward remittances inclusive of multiple areas in compliance with the stipulated procedures of HSBC based in Dubai, Qatar and USA regions.
- Implemented capacity & resource plans, procedure manual, training materials and process reengineering updates across various process phases to augment operational efficiency & STP.
- Administered the operational aspects pertaining to reconciliation of suspense accounts and EOD checks of pending payments based on consolidated data for EOD reports.
- Coordinated with Support Teams to fulfill requirements and report issues.
- Represented the Line Manager in day-to-day operations during the latter’s absence, conducted audits & quality checks.
- Assessed team performance and rendered productivity enhancement feedback.
- Imparted training to team members by conducting training sessions, drafted reports to facilitate decisions.
- Received a high rating for successfully executing two learning curves in 8 months for processors and checkers and maintaining BAU on all the queues in HSBC UAE Dubai Investigations Team.
- Contributed as a core member of the team implementing various process improvement procedures.
- Executed lean project to reduce RPH and augment processing quality contributed as SPOC to maintain TAT.
- Ensured fulfillment of process requirements during the transition of Line Managers.
- Received appreciation from US Business Partner for consistently maintaining various SLA parameters across processes.
- Conferred with Best Agent, Process Champion, Quality of Service, Learning Curve Champion and Superstar of the Month Awards for consistently maintaining service quality.
Technical Support Officer
Convergys
10.2007 - 06.2010
- Provided product support by receiving inbound calls and assisting with billing queries and technical troubleshooting.
- Phone support for MSN Internet subscribers with setting up their dial up and MSN software with Windows or Mac operating systems.
- Performed troubleshooting of email problems, dial up problems, set up news users over the phone and general Windows/Mac questions.
- Provide efficient and professional trouble shooting issues on outlook email set up and proper resolution or escalate to higher level technician to further investigate.
- Maintained a detailed trouble ticket log for all troubleshooting events Identify repair trouble issues and escalate repair and trouble tickets.
Education
BCA -
Periyar University
Salem01-2004
Skills
Empathy and patience
Network troubleshooting
Ticketing system proficiency
Guest complaint resolution
Certification
Reputational Risk
Timeline
Service Desk Agent II
One Diversified
02.2023 - Current
Helpdesk Senior Associate
NTT Data
12.2021 - 02.2023
Assistant Officer – Operations
National Bank of Fujairah
05.2017 - 11.2019
CSE
HSBC Global Resourcing
07.2010 - 10.2016
Technical Support Officer
Convergys
10.2007 - 06.2010
BCA -
Periyar University