Technical Support Process

NARENDER SHARMA

Address: A-**, Najafgarh Park, Tel ) : 995-***-****

Dichaon Road, Najafgarh, ' : 011-********

Near Dwarka, New Delhi-110043. E-Mail : **.*******@*****.***

Executive : Aspire to work with an organization, which can tap my potential so

Summary that I can contribute effectively as a professional to the growth and

development of that organization.

Working as a Team Leader in Cotek Technologies India since Sep ‘14

Inspiring each and every team member to perform and produce their best.

Analyzing the individual performance of each team member and motivated them to perform even better.

Organized training workshops to improve the performance of the members who were lagging behind in terms of performance.

Analyzed the assigned projects and distributed tasks to the members as per their area of expertise.

Offered solutions to the top management regarding project-related queries.

Four year & One month in MetLife GOSC as a Sr. Quality Analyst/SME

Handling 2 processes (20 associates) of new business as well as renewal business of general insurance underwriting.

Managed the SLA & maintained Compliance & Floor Discipline.

Created various quality reports which helped in giving team feedback.

Connect with client to share the observation and best practices which can help the process.

Replying to escalation emails with a proper resolution and analysis.

Coordinating and being a part of special projects around improving operational efficiency and reducing operational costs.

Preparing action plan to improve the process & associates efficiency.

Conducting team huddles and providing coaching and feedback brief on performance of the process.

Analyze the associate performance and provide training to the team if required.

Create and update the SOPs whenever there is a change in process or for a new process.

Interact with business partners, if and when required on process related matters.

Involved in identifying training needs for the agents and process level issues that can help improve performance.

Making weekly & monthly dashboard for the process. Monitoring of transactions as per process guidelines.

Worked with process excellence team to prepare the action plans and the initiate the process improvement projects.

Certification

Green Belt as a Team Member

Yellow Belt Trained

Value story in Improvement of Customer Escalation & CSAT

Achievement

Met Blue award for the highest contribution for the year 2011-12.

Achieved maximum rating in last year.

Two year experience as a Sr. Technical Support Executive in Redington India Ltd. (HP Process)

Worked in Inbound & Outbound both.

Handled technical escalations with a proper resolution and analysis.

Work on MIS (Management Information System).

Providing highest level of technical support to HP customers allover in India, with skills in troubleshooting & solution of issues.

Academic/Professional Qualification:

MBA (Operations)

From Mahatma Gandhi University

B. Com

From Delhi University

BCA

From IGNOU

Personal Information:

Date of Birth : 23rd June 1985

Father’s Name : Dr. F. C. Sharma

Marital Status : Married

Interest : Playing Cricket and Chess

Language Known : English & Hindi

Passport : Yes

NARENDER SHARMA

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