Experience

Deerwalk Inc

• Project Manager

  • Nov 2011 - Present

• Project Manager

  • Nov 2011 - Present



Convergys

• Team Manager

  • Jun 2006 - Aug 2011

  Team Manager – Convergys India Services Pvt. Ltd. Manage a team of 15 -20 (the number of team members could vary) Frontlines, who provide frontline support for issues related to AutoSupport (NetApp Filers), Logistics and Customer Service. Responsible for meeting Service Level Agreement metrics: including call volumes, staffing, customer satisfaction, case wellness, case escalations. Collaborate with NetApp duty managers in USA and other support queues to facilitate… Team Manager – Convergys India Services Pvt. Ltd. Manage a team of 15 -20 (the number of team members could vary) Frontlines, who provide frontline support for issues related to AutoSupport (NetApp Filers), Logistics and Customer Service. Responsible for meeting Service Level Agreement metrics: including call volumes, staffing, customer satisfaction, case wellness, case escalations. Collaborate with NetApp duty managers in USA and other support queues to facilitate cross-platform and cross-product assistance to customers. Setting team targets through transaction monitors of engineers: including call auditing, case coaching and process know-how to ensure compliance with DRI quality metrics. Defining incentive parameters against achievement of targets. Annual Performance Appraisal of team. Customer Experience Management by analyzing surveys.  Training and development of team for continuous improvement in call quality, case documentation, customer handling skills and process knowledge. Conducting interviews for external and internal job posting. Smooth functioning of tools for SP’s on the floor and escalating any problems. Show more Show less