Dolly Abhilash

Mobile: 999******* Email: actyrf@r.postjobfree.com

Career Objective

To work in tandem with a team in a challenging and competitive environment where I could improve my knowledge, capabilities and put them to use for the development of the organization.

Career Overview

Worked with SupportMart Technical Services Ltd. as Sr. Trainer. Identifies training required by internal employee and content to be taught to new joiner. Provide sales and process training to new and existing employee of the organization.

Holds certificate of excellence for training 3 quarter in a series.

Technically competent professional in Customer handling, Technical Training & Team Management; worked at Jinionline Technical Services as Subject Matter Expert and Process and Sales Trainer.

Proficient in managing & leading teams for running successful process operations. Acting as an escalation expert to resolve critical issues of the team members.

Works with VT (Verification Team) for verifying issue with customer and to make sure they are charged for right subscription which directly helps in increasing organization revenue.

Assist customer service team in handling critical issue.

Assist customer service team in providing proper resolution to customer queries.

Skills in conducting various technical training sessions for enhancing the performance and quality of service and managing teams with focus on excelling business targets

Well versed with Business Communication, Customer relationship management, e-Business, Process Improvement, Cloud Storage usage, Organizational Behavior, Business Culture.

Abilities in managing the multi project teams including CSAT, FCR, and DSAT Analysis.

Work with the escalation team to analyze delay in providing resolution to customer. Assist Training Department with module preparation for new upcoming technology related to present process.

Strong communication & interpersonal skills with abilities in CRM & Team Management.

Core Competencies

Client Servicing

Identifying improvement areas & implementing measures to maximize customer satisfaction levels and taking escalations for resolving critical issues; ensuring Business Continuity.

Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

Ensuring maximum customer satisfaction by providing them with pre/post technical service assistance and achieving delivery and quality service norms.

Team Management

Interacting with Support functions for staffing & scheduling requirements, performance reporting, etc. and managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets.

Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increased productivity.

Developing individuals through demonstration and by providing constructive feedback; addressing employee performance issues, grooming them for future roles and creating an enjoyable working environment.

Job Responsibilities

Support Mart Technical Services (( Sept 2014 till Dec-2015) Sr. Trainer)

Provided technical training to both technical and sales team for Windows, Operating System, Apple MAC, MS Office, Network Connectivity, Setting up router & modem and more.

Provided sales training to new hires and old employees of organization.

Provided training on Soft Skills, motivation, leadership, self-development, body language, business etiquette and many more.

Use to Handle entire team in presence and absence of Team leader.

Provided soft skills training to new hires for technical support and technical Sales

Created Sales Product and Process training material like FAQ’s, training manuals, Presentations

Ability to make sure that all sales professionals know about the important product information and train them on the essential skills to make sales successfully

Use to prepare EWS (Early Warning Signal) report of Trainees.

Provided full support to new hires in movement from Transition to Production Floor.

Prepared Handover and batch release reports for Operations

Use to take care of reports and analysis for training department.

Prepared TNA to improve training material and presentation.

Jinionline Technical Services (2 Years)

In my job I worked as Subject Matter Expert (L3 Support) for customer for complete software support on windows, MAC, printers, software setup, error messages for windows and more.

Handles escalation for Team

Provide on Call support to tech and sales team.

Provide technical training to both technical and sales team for Windows, Operating System, Apple MAC, MS Office, Printer - Fax Setup and configuration, Network Connectivity, Setting up router & modem and more..

Provide training on Soft Skills, motivation, leadership, self-development, body language, business etiquette and many more.

Handles entire team in presence and absence of Team leader.

Provide soft skills training to new hires for technical support and technical Sales

Helps team in improving customer satisfaction and increasing quality performance

At preset helping Training team in preparing Knowledge Base for Technical as well as for sales team.

Dell International (1 Year 5 Months) Administration Support)

Worked with Dell International Services as Sr. Client Technical Support Associate for 18 months (from 6-Dec-2010 till 6-Aug 2012)

Provide support for Dell Laptops and Desktops to customers.

Train new member in team with hardware and work as a support member for the team and update people with new technologies and process updates. Handles team in absence of team leader. Provide second level support on floor.

Have been Revenue and Margin champ for 3 Quarters in up selling.

Have been top 10 performers on the floor while serving Dell.

PATNI COMPUTERS ((1 year 5 months) Administration Support)

Situation Management and communication handling during major Outages by escalating issues to higher management.

Worked as System Analyst 1year and 6months, Service Desk, Trouble shooting for various application like SAP, AS400, Mainframes, Admin rights for Active Directory –Creating and maintaining user accounts.

Creating ticked in IBM (Tivoli) and assigning to the right group on time and following up with them till the ticket closure.

Supporting and configuring Lotus Notes.

Installation and configuration of CISCO VPN client for process named Vanity Fair.

Interacting with client for daily critical issues and updates which includes conducting daily conference calls for discussing previous day issues.

Worked as secondary process trainer

HCL (2 Years and 1 month)

Worked for Largest ISP client in UK, British Telecom.

HLC (High Level Complaints Desk):- Significantly supported Norton Antivirus installation, E-Mail configuration (POP3 and SMTP), Troubleshooting VOIP phones and Wi-Fi configuration, etc.

Providing second level support to customer’s issue by co-coordinating with the teams in UK and help them in installing the BT software’s and BT security.

Essayed a key role in handling the troubleshooting of connectivity issues on PC’s along with various routers and modems.

To take sessions i.e., briefing the advisors as what are the appropriate steps to follow in resolving the technical issues.

Worked with escalations team who directly reports to the chairman office in UK.

Use to give feedback and prepare RCA’s (Root Cause Analysis) for Chairman's Complaint cases.

RCAM (Repeat Caller Desk): - Handling a team to improve their RFT (Right First Time) parameter.

Improved Team RFT from 60% to 90%.

Maintaining Data of the Team and giving feedback on area of improvements.

Achievements during Job

Holds the merit of receiving:

Have been rewarded with Best Quality Performance Award of the Year.

Best Quality Performance in Dell

Rewarded for highest revenue and margin generator for 2 Quarters in a sequence while working with Dell Internationals.

Customer Appreciations.

Rewarded with Best performance award during tenure with Jinionline.

Holds certificate of excellence and immaculate performance in training for 2 quarter in a series.

Academic Qualification

Masters In International Business from Mahatma Gandhi University

B.Com from Vivekananda College (Delhi University).

Professional Qualification

Basic Knowledge of ITIL.

Completed 2 years software engineering course from NIIT in 2008.

Sound Knowledge of operating systems Windows, Mac and basic of Linux.

Completed Java and Oracle specialization from NIIT.

Has been part of Chinese Delegation to represent NIIT institutes based in India’s.

IT Skills

Well versed Windows 8, windows 7 Windows Vista, Windows XP, Lotus Notes, Microsoft Office, Mac, Printer, Oracle 11g.

Remote Desktop Support

Personal Details

Date of Birth:

23rd November 1986

Marital Status:

Married

Sex:

Female

Nationality:

Indian

I hereby declare that all the information provided by me in this application is factual and correct to the best of my knowledge and belief.

Dolly Abhilash

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