Customer Service Sales

RESUME

VIKAS DAHIYA

***/***, ****** *****,

16th B Cross, 1st Main,

Pai Layout, Old Madras Road,

KR Puram, Bangalore - 560016

India.

E-mail: *****.*********@*****.***.

Phone No - 997-***-****

CAREER OVERVIEW: A professional with thirteen years of experience in

various domains including Business Development, Customer Service, Sales,

Collections and Technical Support. I have a proven track record of

delivering on SLAs on timely manner, exceeding Sales targets, Undertaking

Sales Trainings for team across the portfolio, Motivating a team to

consistently exceed targets and People Management.

PROFESSIONAL EXPERIENCE:

July 2007 onwards:-

Position - Technical Support Specialist.

Dell International Services.

JOB PROFILE

As a TSS (Tech Support Specialist):

Working in the Technical Support Process for the Dell Inc and currently

handling a team of Agents for the past 27 months.

Assist technicians with issues related to Desktops, Laptops, Wireless and

Wired connections, Windows XP/ME/Vista/7/8 related issues.

Expertise in MS Office and Outlook configuration, setup and

troubleshooting.

In depth troubleshooting of MS Windows XP, Vista, 7 and 8 issues.

Fixing issues and troubleshooting anti virus softwares like Mcafee, Norton,

MSE etc.

Monitoring calls to improve quality, minimize errors and track operative

performance

Manage services delivery as per the set service level agreements

Ensure all operational reports are accurately produced and published on

time

Presents logical analysis/observations from the performance/operational

reports

Drive and consistently maintain rigor around operations discipline

Build and maintain an excellent business relationship with the Internal and

external partners

Effectively manage client priorities/escalations.

Assume complete ownership of day to day operations

Conducts effective and regular 1-2-1 sessions with direct reports

Asses needs for training to enhance job performance of associates on the

team

Work with each associate to develop and act upon a development plan to

ensure that each individual has an opportunity to achieve their performance

goals

Promote teamwork and responsiveness of individuals in their areas of

responsibility

Conducting effective Performance Appraisal meeting

Participate in hiring activity for his/her team and organization

Seek opportunities for continuous improvement.

Help agents to meet the CE (Customer Experience), XPR (External Problem

Resolution), RDR (Repeat Dispatch Rate) and RR (Resolve Rate) goals

Projects undertaken:

1. Post chat survey: Introduced a survey for the chat support process

wherein once the customer is through with the chat support he/she will

be prompted for a survey to share the feedback.

V Helped improving the CE and XPR scores for the process, in a

span of 4 weeks the CE went up by 3% and XPR by 5%.

V Helped identify potential DSAT customers and measures were taken

to convert such customers to be satisfied.

2. APS: Automatic Part Selection, Where in the tool will have the pre-

configured parts for a specific system and the agent will not have

difficulties in identifying the parts and dispatching the same.

V Resulted in an improved RDR, within 4 weeks the RDR went down

from 18% to 16.2% when implemented for a team already on high

RDR.

V Did work with the development team to update the database with

the old systems part details as well so that the same can be

used by the agents while creating a dispatch.

3. Package Selling: Pilot process where predefined packages were upsold

to the customer.

V Molded the sales script to be used on the phone while

introducing the package to the customer.

V Proven improvement in the margin numbers during the testing

phase. MPC increased by $2 for the site.

ACHIEVEMENTS: -

Joined as a Technical Support Executive and got promoted as a L2 (Tech

Support Specialist).

As an Agent, consistently achieved goals measured on Allsec RR, CRW and

Margins.

As an agent, troubleshot and resolve all the Desktops, Portables and

Wireless issues on Voice calls, replace parts if necessary

Been a part of the premium Dell On Call Queue now called Solution Station

team which renders issue resolution to Customers on Paid support basis.

As an agent, achieved the sales targets Quarter on Quarter and coached

others on the same as well.

Received awards for Top margin achiever and RR.

Received numerous Customer Appreciations for the support provided.

Nov 2006 - July 2007.

Position - Sr. Solutions Engineer.

Quatrro BPO Solutions Pvt. Ltd

JOB PROFILE

Part of the Pilot batch for an high end process.

Take trainings sessions on the CRM tool, Business Portal for the new

joinees.

Developed training modules for the training department.

Conduct mock calls for the new batches and test the agents on the call

handling skills.

Part of the Business Development team for the Process.

Dec 2004 - Nov 2006:-

Position - Sr. Customer Service Executive.

HCL Technologies Ltd. BPO Services

JOB PROFILE:-

Worked as a Sr Cust Care Executive in HCL Technologies BPO Operations in UK

based Process.

Update the AES sheet for the team members along with the Team leader on

monthly basis.

Buddy up with the new joinees in the team and help them in call handling as

well as provide the solution for the issues faced.

Responsible for taking Pre-shift brief's in the absence of the TL and share

the previous days Reports with the entire team.

ACHIEVEMENTS: -

Received 3 Achievers Award for being one of the best performers in the

process.

Been a part of the Floor Support for the new joinees on the floor.

Received process appreciations thrice for working extra as per client

requirement.

Been a part of the Escalations Gateway to take the Escalated calls.

Have received the Award for Receiving the maximum number of Satisfied

Customers surveys.

August 2004 - December 2004: -

Position - TEAM LEADER.

VISIONARY Software Systems (I) Pvt Ltd

JOB PROFILE:-

Worked as a Team Leader for Visionary Software systems (I) Pvt Ltd,

Bangalore

Client Interaction on weekly basis.

Deliver training sessions for the new joinees to brush up their skills on

Call Handling, Soft Skills, Process Knowledge, Mock calls sessions.

Arrange for online meetings for our new/old customers to resolve their

queries.

Maintain a weekly report and the same to the VP on weekly basis.

Bug Reporting for the software and report the same to the client for

resolution.

December 2002 - August 2004

WIPRO SPECTRAMIND, New Delhi

Position - Sr TECHNICAL ASSOCIATE.

JOB PROFILE:

Worked as Technical Support Associate for Dell Corporation.

Also took initiative for maintaining the record of the team scores by

tracking the various parameters like CSAT (customer satisfaction), FTR

(first time resolution), calls logging, dispatches, etc., at individual

level.

Help the new joinees in taking calls efficiently, maintain FTR, AHT and

Talk Time.

Update the team members regarding the new parameters.

ACHIEVEMENTS:

Ensure AHT adherence on daily basis

Was the part of 32 people selected out of the process for being the part of

the PILOT batch of the WIRELESS queue which was introduced .

October 2001- December 2002

GE Capital (GENPACT)

Position - PROCESS ASSOCIATE.

JOB PROFILE:

Joined GECIS (Now GENPACT) as a Part-timer for an inbound UK process and

got the profile changed to a full timer with greater responsibilities like

updating data for the entire team and maintain Dash-board reports for the

team.

The UK process was roller back so moved to US based collections process in

May 2002

Was responsible of maintaining attendance for the team, keep a track of the

different KRAs like Total Amount Collected, Promises Kept etc and take

sessions for the people who were red on any of the targets.

ACHIEVEMENTS:

Also worked with the quality team to understand the various quality

guidelines and took and trained the team on the same guidelines.

Was selected to be a part of the PILOT batch for the 4-5 dues collectors

team.

TECHNICAL QUALIFICATION:

Underwent a 6 months training in software development which included

languages like

HTML/DHTML, CORE JAVA, adv JAVA, XML, C#, DOT NET from OXFORD

Software Institute, Delhi.

Did a 2 yrs Computers Diploma course from NIIT (south. ex) covering

languages like C/C++, UNIX, SYBASE, RDBMS, MFC, VC++, VB, VJ++

EDUCATIONAL QUALIFICATION:

B.Sc. Comp Sc (2001), Maharishi Dayanand Univ (Rohtak, HR)

Subs taken --- Maths, Physics, Computers Sc

XIIth from CBSE board .

Subs taken Physics, Chemistry, Biology, English, Maths

PERSONAL DETAILS :

Date of Birth: 20 October 1978.

Marital Status - Married

Father's name: Mr Rajinder Singh

Strengths: Optimistic approach, Planning ability, Analytical approach and

Dedication

VIKAS DAHIYA

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