Customer Service Technical Support

PRASHANT DHAKATE

Swapnapurti, **/*B/**/* Gokul Nagar

Dhanori road, Dhanori,

Pune – 411015.

Phone Nos.:- 901******* / 963-***-****.

__________________

Objective

To acquire a position that

A challenging position in Technical Support Lead /Team Leader.

affords

me the opportunity to bring my technical expertise, problem solving skills and

willingness to learn to

make an organization successful and utilize my technical skills, experience and

willingness to help

others.

Strengths

• Project Management Team Building & Leadership.

• Process Improvement.

• Excellent oral and written communication skills.

• Proven ability to reach goals.

• Strong organizational and analytical skills.

• Excellent customer service skills.

• Detail-oriented

Experience

VCustomer, Pune

Supervisor/ Acting Team Leader, 1st December 2008 – Present

Linksys division of Cisco NA

• Team Handling, Call Monitoring, Quality Feedback to the Agents,

Handling AHT, Team Performance

• Monitor status reports, mails, queries and machine availability during

the shift handshake and stable shift within minimum time

• Analyze customer feedback, including complaints take the appropriate

corrective or preventive action

• Monitor and evaluate the performance of the call handled by Agents

and provide them with feedback

• Communicate all the necessary information to Management/ operation

In charge / HR via e-mail, chat verbal or communication reports

• Monitor calls, provide feedback or corrective action to agents and

measure team performance

• analyzing call volume, AHT, and attendance to understand and plan for

potential over staffing/under staffing conditions; adjust plans prior to

and/or same day based on the ability of the calls to attain appropriate

performance results

• Run daily and weekly ACD reports for call statistics and employee

performance metrics

• Resolve escalated customer issues that are not being solved by the

Agents

• Replying to the Customers Queries on the Forums

• OOW and IW sales drive on floor, meeting client explectation for

generating maximum revenue per call.

• Encouraging my team members and helping them to generate higher

revenue for the company.

• Generating day to day, weekly and monthly reports on Excel, providing

team stats regularly to team members.

VCustomer, Pune

Technical Support Engineer, 5th November 2007 – 30th November 2008

Linksys division of Cisco North Ameracan Process

Provided effective and consistent technical support. Researched technical solutions. Responsible for

troubleshooting of routers, switches, cameras, media extenders, bridges, access points, etc.

Wipro BPO, Pune

Technical Support Representative, 16th April – 4th November 2007

Dell Process

Performed tasks related to answering customer inquiries received via telephone, troubleshooting of Dell

computers. Interacted with customers; provided program information, rules, regulations, laws and policy

and procedures.

Govt. Wireless department, Maharashtra.

Wireless Mechanic cum Operator, 22nd February 1994 – 6th March 2007

Performed task related to radio equipments, handled staff on radio telephony, trained new wireless

operators, worked on Datapro and ACS.

Educational Qualification

12th Science (PCMB)

Pune Board – 1989

WMCO (Technical Diploma of 2 years)

Industrial Training Institute, Pune – 1993

Hardware and Neworking course completed but not appeared for certification.

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