Customer Service Technical Support

NAGESH H.A.

PROFESSIONAL SUMMARY

Profile with 11+ years experience in customer support function and technical sales areas of various industries including Banking, Credit card, Security automation. Currently working as a Manager and handling technical support and project teams across India from 5+ years.

SKILLS

Team Management

Skilled trainer

Exceptional interpersonal communication

Negotiation expert

Effective workflow management

Conflict Resolution Techniques

Customer-focused

Exceptional telephone etiquette

LANGUAGES : Kannada, English, Hindi.

WORK HISTORY

MANAGER - TECH SUPPORT

Solus Security Systems pvt ltd - Bangalore. April 2010 - Current

Responsibilities

Responsible for Functioning of technical support teams across

Converting customer requirement to a workflow understandable to coding team

Project management and delivery

Technical Sales

Customer Satisfaction

Product improvement

Key achievements:

Directed planning, budgeting, vendor selection and quality assurance efforts.

Supervised the work of 40 team members, offering constructive feedback on their work performance.

Defined clear targets and objectives and communicated them to other team members

Monitored timelines and flagged potential issues to be addressed.

Met all customer call guidelines including service levels, handle time and productivity.

Solved unresolved customer issues.

Cross-trained and backed up the customer service executives.

Assumed ownership over team productivity and managed work flow to meet and exceed quality service goals.

Strong leader of customer support staff.

Facilitated inter-departmental communication to effectively provide customer support.

Identified individual development needs with appropriate training.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

TECHNICAL SUPPORT EXECUTIVE

Genisys - Bangalore (Nov 2007 - March 2010)

Process Description: It's an email support for the client 'Constant Contact'.

Constant Contact is one of the biggest email marketing companies in US. Owners of small and medium scale businesses use the service to create email newsletters to send out to their contacts. If they have any issues creating/sending emails or ISP/ESP issues, they will send email and the email tema will give them the required support. We resolve their queries.

Key achievements

Received quality awards

Additional responsibility of training was given

Responsibility of Quality Check of team was awarded

SENIOR ASSOCIATE - FINANCIAL SERVICES, AUXILIARY TRAINER

Aditya Birla Minacs - Bangalore (July 2005 - Nov 2007)

Process description: Job involved in assisting the customers of our client "Washington Mutual Card Services" by addressing their account related inquiries and giving a process driven solution approach to the clients during critical time bound situations.

Primary activities involved:

Attending first level escalations

Driving the team to work efficiently within the time frame.

Job Profile:

Auxiliary trainer for the Email team.

Handled training as well as floor support for a team of 38 Members.

Responsible for Handling First Level Escalations.

Responsible for ensuring the team achieves SLA's (Quality, Service Level, etc

Responsible for generating reports on new recruits.

Roles Played:

Joined Minacs (earlier 'Transworks') as an Associate.

After 8 months, was given a responsibility of reviewer.

Supervised a team of 20 people

After working in E-mail process for 16 months was given the responsibility of a Floor supervisor, then a Trainer for the new hires.

Key achievements:

Achieved the target of bringing down the escalation percentage.

Due to consistency in Quality and Performance, responsibilities got upgraded

Have received rewards for highest productivity and quality.

Promoted as a trainer in Dec06.

Won the Consistent Performer, Best Support Resource and best trainer awards.

Have undergone 'Train the Trainer' program and has won the Best Trainer award.

ASSOCIATE

ICICI Bank Ltd - Bangalore (Feb 2004 - July 2005)

Worked in Regional Response Center (RPC) of ICICI Bank where all transactions of branches like cheque clearing account opening etc takes place centrally.

Role:

Solving mail and telephonic queries from the branches.

Worked on a CRM application called Siebel and FCRM (Finacle CRM developed by Infosys) for solving queries from the branches as well as ICICI Bank call center

Achievements

Did the root cause analysis of the major queries thus helping in reducing the number of queries.

Trained the branches in using the existing software's for giving first contact resolution

Had actively participated in new quality initiatives taken by the organization like customer First, Five -S and process documentation.

Have received regular appreciation and rewards for efficient performance

Have worked in a branch of ICICI Bank for a small period of time as special recruit

EDUCATION

MBA in Operations and Marketing:

KSOU

Bachelor of Computer Applications:

Alagappa University

Diploma in Electronics and Communications Engineering:

Siddaganga Polytechnic

ADDITIONAL INFORMATION : PERSONAL PROFILE

Sex :

Male

Date Of Birth:

14--05-1982

Marital Status:

Married

Father's name:

H.S. Ashwathanarayana Rao

Address:

S/o H.S. Ashwathanarayana Rao Electrical Contractor Brahmins' street, Huliyar-572218 C.N. Halli (TQ) Tumkur ( Dist )

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