Assistance Manager (Ops) Resume

CAREER OBJECTIVE:

To associate with a growth - oriented enterprise and strive to achieve the goals of the organization, contemplating sustained
Individual growth through hard work and self-improvement, in any demanding work/working conditions. I am contented
Person vying for knowledge in every possible field. I would like to gain experience to enhance my technical and management
Skills and Embeds all the knowledge I can get from the work I do.
Client Relationship.
Attend reviews with Client. Completed process transitioning from different support to Confidential
Technical Services for Chat/Email and Voice Support.
Support for Windows based operating software and all the software for windows.
Support Client’s client.
Maintaining real time data AHT, CSAT, FCR, Resolution Rate
To control Shrinkage, Occupancy, Absenteeism, Attrition, Managing queue at process level (SLA/OTR compliance)
Leading the team from the front in a constructive, efficient, progressive manner and give them proper guidance and motivate them to get the desired result.
Preparing Escalation PnP and SOP

PROFESSIONAL EXPERIENCE:

Confidential

Assistance Manager (Ops)

Confidential

Technical Specialist

Confidential

Performance Specialist

Responsibilities:

Responsible for client relationship. Attend weekly call with Client’s development team to update about product and provide feedback about the product so that necessary changes can be done in software by development team leading to better CSAT and less calls to contact centre.
Weekly and monthly process review by Vice President (Client) to review volume trend, call pattern (case type report)Escalations, CSAT, Resolution and weekly development.
Weekly calls with Client’s client to explain about project update and impact. Software is provided to different ISP’s who pays
Client for the product and I need to maintain relationship with these ISP’s management team.
The process delivers global support and is managed by Confidential Technical Services. We have further outsourced the
Business for different language support.
Taking weekly review for vendors to understand the gap and fill the gap and update them as per process guidelines. The project includes Email/Chat and Voice Support.
The project also includes managing client’s Online knowledgebase.
SLA/OTR compliance, process compliance, service improvement plans and knowledge management.
Ensuring achievement of Process targets and meeting the KPI’s of process.
Tracking of individual and team performance and ensure that they are resolved.
Lead and guide the team leaders to achieve the targets. Provides direction/feedback to team leaders. Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards. Create and maintain a highly engaged workforce within the process to better
Employee retention level. Conducting regular briefings with teams to discuss team and individual performance, functional policies and process updates. Conflict Management-Promoting teamwork in an open and communicative environment.
Regularly assessing the training needs, and getting the training done to fill gaps in performance.
Monitor schedule adherence, prepare process roster to meet SL. Ensuring discipline on the floor.
Responsible for client relationship. Attend weekly call with Client’s development team to update about product and feedback so that necessary changes can be done in software by development leading to better CSAT and less calls to contact centre.
Weekly and monthly process review by Vice President (Client) to review volume trend, call pattern (case type report)escalations, CSAT, Resolution
Preparing process performance reports as per the process guidelines. As per requirement, attend conference calls (Warzone) with
CLient and meetings with management team to discuss process development and reduce performance bottlenecks.
Collaboration across internal project team for status reporting and consolidation of status reports.
Monitoring and Reporting Activities - Analyzing the reports generated and quick analysis on reasons when yield goes down.

Sr. Technical Support Associate

Confidential

Responsibilities:

Resolving Network related issue’s as L1 support (Resolving Trouble Tickets related to POTS)
Platform DMS, MFAS, VMAS, LANTERN and IPAIRS.
Installation of Internet Service’s on the line for Bell Canada.
Installation of Line Card for DSL signals at central office.
Develop process to increase efficiency & automate regular maintenance and support actions.

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