Front Office Customer Support

Primary KPI’s

Customer support operations

Inbound client call handling

Contact center client call handling.

Incident management

Education / Qualification

Bachelor’s in science

One year diploma in IT

Trainings / Programs

Hands on ITOps knowledge:

Quick learner on floor operations and processes

Training and Audits

LEAP (Learn, Excel, Accelerate, Performance) in effective People Management

Orientation to Outcome

Domain Understanding:

Payments, Tellers and Wholesale banking knowledge specialist along with Manufacturing, Retail, Travel and Hospitality, Healthcare and insurance area working knowledge.

Professional Profile

An operations professional with thought leadership, innovative ideas and good interpersonal skills having 18+ years of diverse experience in supervising large facilities and setups.

Excellent Incident Management and observability transformation skills along with reporting to the leadership management. Monitoring and observability analysis and implementation specialist.

Professional Expertise

Employment History

Working with tier-1 client support

May 2022 Jan 2024

-Contact center operations and front office 24*7 command center

-Part of teammate for 3 branch operations

-Defining ops workflow and standard operating procedures

-Lead and work on the response and recovery activities for incidents and manage function-related business processes including communications with stakeholders.

-Accountable for weekly and monthly governance report preparation and meeting

-Managing vendor technology team

-Internal stakeholder communication and team broadcast

-Identifies and fixes the root cause rather than just symptoms (Problem Management)

-Seasoned in multi tower coordination to get the issues resolved till the actual closure.

Stefanini

Responsibilities:

-Ensure effective and efficient management of day-to-day contact center operations including queue management, 24/7 shift arrangement and ticket prioritization.

- Fast learn or act as the subject matter expert across all aspects in data center operations

-Ensure all operational KPIs and metrics are being measured and met.

- Inspire and guide improvement in team processes, technology innovation and automation.

-Manage New employee IAM On-boarding for all managed services program vendors with DC virtualization and Digital Workplace components.

-Hosting bridges for Major Incident Management based on the need.

June 2015 – Aug 2021 Caesar Entertainment

Rôle: IT engagement Manager (client Relationship)

-Managing floor operations and gaming product vendor management

-CSAT survey and results from the end clients

-Social media management and back-office computer operations

-Weekly excel sheet reports

-Beverage’s operations

Kundan Sinha- Ops Manager, IT Supervisor and customer support (all channels) work Status: Green Card

(C) +1-646-***-**** ******.*********@*****.***

<< Available immediately to start. Flexible in shifts>>

ITIL and Project Management Certified. Worked in large dc floor ops in racking/stacking/power-on engineer and field side engineer

.

Client relationship and OEM Vendor Management

Supervising floor operations and prioritization

A good learner to align with a high outcome work culture

Service improvement plans addressing incident/problem management RCA

Leadership interaction with dashboard metrics on data points reporting

Incident handling and coordination in24*7 is my key strength

Contact this candidate