Analytics/SME cable industry
Resume:
RESUME
Mohali (Punjab)
: **.****@*****.**.**
Giandeep Singh Sodhi
Objective
I am seeking a competitive and challenging environment where I can serve an organization and establish an enjoyable career for me.
Experience Summary
I have an experience of 8 years in Tiered Technical Support system, customer services with eClerx (Formerly – Agilyst Consulting Pvt. Ltd)
1 year as Jr. Associate in Tiered Technical Support
1.5 year as a Floor Support
3.5 years in managing a team of 30+ analysts working on a customer reported tickets related to Internet and video services
2 years as a Process Manager managing client end queries and sharing site performance
Current Job Responsibilities
•Analytics on North American Cable Industry, enabling improved profitability and reduction in customer churn
•Critical error identification, customer experience analysis and end user support services
•Client support and resolution on technical issues via Tiered Technical Support
•Organizing client decks and fiscal reports, to be shared with the client on biweekly basis.
•Categorize and highpoint the customer reported tickets where raised concern can be fixed by performing troubleshooting steps over the phone. Saving invalid technician visits at customer premises (Cost saving + Customer satisfaction)
•Quality analysis of Trouble tickets created by client CAE’s, which includes rectifying mistakes, providing coaching if applicable.
•Provide training of tools and applications to newly hired analysts.
•Identify, rectify or advice, on operational issues in the client systems and tools.
Past Employment
Spice Telecomm Head Office Mohali
From August 2007 – March 2008
Job includes checking various technical tickets & verifying whether they qualify for next level of escalation.
Achievements
BPI certified by eClerx (Business Process Improvement)
•Effective Manpower Utilization: - In workflow the team members were getting non-workable accounts from the client database. Did analysis to increase the manpower utilization, Created script in workflow which runs after collecting the data from client database and blocks the non-workable tickets at the backend of the workflow.
•ODBC Script – Customer Name/Phone number: - In workflow the users were entering the basic details of customers manually due to which probability of entering the incorrect details was on higher side. Created the script which will pick the basic information automatically from the client tools. After implementing the script a reduction in these errors were noticed and improvement in data quality was seen.
•AHT Mailers to respective managers: - To utilize the resources efficiently, introduced the mailer which will be triggered automatically to the concerned managers, if any of the user exceeds the assigned limit of AHT in the workflow while reviewing the account.
•Increased Unscrubbed IVR cancels: - To dip down the invalid routing of scheduled technicians for a US based ISP organization. Developed the logic which will run on the client shared accounts to filter out the cancellations where no troubleshooting is required. i.e the concern raised by customer has resolved itself after booking a appointment.
Academic Qualification
Degree and Date
Institute
Major and Specialization
Bachelor Of Technology In CSE, 2007
PCET, LALRU MANDI
Digital Electronics, Hardware &Software Development
Diploma In CSE, 2004
GGS, Talwandi Sabo (Bathinda)
Web- Development, Hardware &Computer Architecture
Matriculation
Govt School, Chandigarh
Sci, Maths, English, Hindi, Punjabi
Specialization
•Internet Technologies : HTML,DHTML,CSS
•Operating Systems : Windows-95/98/XP/2000
•Remedy
•Hyperion
My Strengths
•Confident, supportive, optimistic, cooperative.
•Good communication skills and drive to excel.
•Total dedication towards work.
•Quick grasping and learning of the new things.
Training
•6 Month training at Punjab Infotech Sector 17 Chandigarh, Jul 2006.
• 6 weeks training in Web-Designing at TCIL-IT, Chandigarh, Jun 2005.
Personal Details
Date of Birth
23-08-1984
Sex
Male
Nationality
Indian
Marital Status
Married
I hereby declare that the above information is true to the best of my knowledge and belief.
Date: Giandeep Singh
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