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IdentityWORK EXPERIENCE
IBM Global Process Services Pvt. Ltd., Gurgaon, (Dec-2012 – Till Date)
Position: Lead Quality Analyst.
Job Description: I am responsible for conducting audits; provide feedback, and mentoring the technicians on the floor to enhance their performance on all parameters of the process. Also responsible for generating reports reflecting the performance on different parameters across the floor.
Achievements:
• Handling a team of 50 agents regularly as working in a 24/7 environment and team handling role is divided among the AMs, SMEs and the QAs in different shifts.
• Automated using VBA, the Audit Form to update the Audit Dashboard and send an email to all intended recipients via Lotus Notes with the audit sheet attached in the email, to and cc list auto populated and the email body auto populated too.
• Automated using VBA, all the reports based on Dashboard to be created with a single click of command button.
• Experienced in creating Dashboards using Excel for the higher management to review the performance of the program.
• Experienced in creating MS Access Forms & Reports.
• Data analysing with these data application tool's MS Excel, Ms Access
• Process Automation (VBA), Data Analysis and write VBA code in MS Excel to provide full automation.
IBM Global Process Services Pvt. Ltd., Chandigarh, (Dec-2010 – Dec 2012)
Position: Lead Quality Analyst.
Job Description: I am responsible for conducting audits; provide feedback, and mentoring the technicians on the floor to enhance their performance on all parameters of the process. Also responsible for generating reports reflecting the performance on different parameters across the floor.
Achievements:
• Took training of my own batch as soon as I joined.
• Actively participated in generating reports for the client end.
• Process Automation (VBA), Data Analysis and write VBA code in MS Excel to provide full automation
• Actively participated in client calls.
• Improved the performance of the Bottom Quartile (BQ) on the parameters of call handling, tech troubleshooting and generating sales and brought them to Top Quartile (TQ).
• Handled a team of Bottom Quartiles (BQs) as an Acting AM and successfully up skilled them to be the 2nd Best performers on the floor in a span of 2 weeks.
• Have mentored my team to become the highest revenue generator for the quarter by providing real time support and taking escalation calls.
• Have mentored my team to be the CSAT champ for the quarter breaking all the records of the CSAT scores held earlier by providing real time support and taking escalation calls.
Quatrro Business Processes Pvt. Ltd. (May 2010 – Dec 2010)
Position: Sr. Solution Engineer
Job Description: I provide B2B support for procedurals for ID creation, deletion and modification of Viacom employees.
Achievements:
• Cleared the training with second rank.
Dell International Services Pvt. Ltd., Gurgaon (August 2009 – May 2010)
Position: Sr. Hardware Technician
Job Description: I resolve hardware/windows issues for clients over the phone. The resolutions process includes helping diagnose hardware related problems, using PSA tests and other diagnostic tests, windows reinstallations and installing driver updates.
Achievements:
• Cleared all papers of Dell Training with the highest rating.
• Awarded TQ Champ for being the only one to have met all the parameters as per the on-floor scenario in transitioning phase.
• Ranked 11th among top 25 REs (Resolution Experts on the floor) in the first week of the floor itself among 100s competing others.
• Ranked 21st on the floor in just 3 month of stack among 400+ employees.
• Appointed Sales Spoc for the team, managing to motivate them from being the lowest selling team on the floor to be among the top 10 teams on the floor.
• Received good CE scores, appreciation calls and took escalation calls in the absence of the supervisor for the team.
IBM India Pvt. Ltd., Gurgaon (January 2009 – July 2009)
Position: ID Administrator and Server Support for mainframe servers provided by IBM.
Job Description: I provided B2B support for Citrix applications on the IBM server, reset AD ID passwords, granted, revoked privileges to use certain applications, and helped troubleshooting the
hindrances in using certain policy procedures.
Achievements:
• Was made responsible for Pre-process Training for the process based on my performance.
IBM Daksh Pvt. Ltd., Gurgaon (October 2007 – January 2009)
Position: Technical Support Executive for a broadband process
I provided support to consumer broadband users over the phone, troubleshooting the routers, dial up connections, internet explorer, slow speed and wireless connectivity issues. I was a consistently good performer, with regular CSATs from the customers as well as appreciation calls. I was also involved in devising new troubleshooting steps and incorporating them in the process. I was designing a site based report using the data from excel, converting it into reports, templates using formulas and macros and deploying it over the website.
Achievements:
• Secured 2nd position in the batch during process training.
• Have been in top 30% performers consistently and received 2 awards for the same
• Assigned ER Spoc and Trainer for the team.
• Took escalation calls in the absence of the supervisor and was responsible for managing the team in the absence of the team leader.
SDLC Classes, Lucknow (July 2007 – October -2007)
Position: Computer teacher for students up to graduation level
Job Description: I setup my own coaching classes for teaching mainly programming languages such as VB, C, C++, Java, Unix and other practical subjects such as CO, DBMS and Networking.
Wizmin, Kanpur (January 2007 – June 2007)
Position: Data Entry Operator
Job Description: I entered the data from a file into an excel sheet and made reports, charts, pivot tables, using templates, formulas and macros to automate the whole process.
FOSSILS Technologies Pvt. Ltd., Kanpur (July2006 – October 2006)
Position: Data Conversion Operator
Job Description: I converted documents from PDF to MS Word using Abby Fine Reader and proof read the whole document. I created reports for the team, including their accuracy and other parameters in the report, to monitor their performance. I had the highest accuracy rate in the team, and managed team in the absence of the team leader.
