Mobile No. +91-998*******

VIKRAM BAMOTRA

Email: adbvnc@r.postjobfree.com

SUMMARY:

Experienced Floor operations and Customer support professional offering 3+ Years in Team Handling and 11+ years of experience in customer service.

Excellent communicator; leverage technical, business and financial acumen to communicate effectively with client executives and their respective teams.

Expert in handling In-bound and Out-bound Processes. Able to manage large teams and known for high-quality deliverables that meet budgetary targets.

Expertise in Client Management, Technical Support and Training Skills.

Value added leadership skills, Cross functional supervision, Team building and mentoring, Client.

Business Development: Preparing RFP`s and business proposals for the client.

PROFESSIONAL EXPERINCE:

Worked as a Software Faculty at CompuHelp, Chandigarh from Jan 2003 till Jan 2004

Worked as Technical Support at Optimizer InfoTech From Jan 2004 to Nov 2005

Worked as Senior Technical Expert at Dell International Services, Mohali From Nov 2005 to Feb 2014

Worked as a Business partner in Celebrations Catering, Chandigarh From March 2014 to March 2015

Working as Floor Manager at Aldebaran InfoTech Pvt. Ltd., Gurgaon From April 2015 till August 2016

Quantified E-Commerce Pvt Ltd - Mohali

Title: Team Manager (Feb2018 – Sept2019)

Role and Responsibilities:

Handling Teams from 3 Line of Business including Inbound Voice Team – Email Team- FaceBook Team - Support Channels

Clients from International – US/Europe

Making sure all logs are accurately submitted, documented in designated tools.

Meeting SLA for all LOBs.

Make sure all KPIs are followed and delivered.

Recruitment of agents as per business requirements

Process improvement, Performance improvement, monitoring Team Members and giving feedback and motivating them.

Reported about product’s performance, strength and weakness during the weekly project team meeting Leadership/L3 Teams.

Smart Multisolutions Pvt Ltd - Panchkula

Title: Team Manager (Oct 2016 – Dec2017)

- Managing:

Day shift: Domestic Call centre (Website development, SEO and digital marketing )

Managing : Night Shift: International US process – inbound and outbound calling.

PPC –SEO : Sales, Technical and Software Support – US inbound and outbound PC repair on remote and related software/hardw.

Title: Team Manager/Promoted as Floor Manager

Software Support, US, April 2015 – August 2016 Company: Aldebaran InfoTech, Gurugram. Roles & Responsibilities

Team Leader - Promoted as Team Manager and Floor Manager (Since March 2016) and managing – Sales (primarily) - Billing – Tech.

Playing role of offshore Team lead, owning the successful and timely delivery of the project

Making sure that all technical issues are resolved for customers based in US or Global

Meeting targets

Meeting SLA

Recruitment of agents as per business requirements

Helping leadership in preparing business proposals for fetching new clients

Technical Support for Hardware and Softwares

Title: Technical Expert - Selling Technical Support for Hardware and Software, Nov 2005 till Feb 2014

Company: Dell International services pvt ltd, Mohali

Role and Responsibilities:

Interacting to customers based in Global locations.

Handling Inbound/Outbound Voiced Based Calls, Email and Chat Support Channels.

Provide First - level Technical Support on basic operational issues pertaining to Desktops, Laptops, Printers and other electronic and accessories and up selling electronic products.

Performing Customer issue analysis & driving resolution as required Escalate problems when unable to resolve customer issues.

Identify and provide input on unique or recurring customer problems. Handling specific, Customer Care Procedure

Handling trouble shooting (Dell Desktops and laptops Hardware & software application Issues) Updating of customers on latest information on a product or service.

Guide customer troubleshooting efforts to identify products that have Customer Issues and issue service calls in accordance with guidelines.

Log and sufficiently document all contacts with customers in designated tools.

Process improvement, Performance improvement, monitoring Team Members and giving feedback and motivating them.

Reported about product’s performance, strength and weakness during the weekly project team meeting.

Infrastructure Support

Client: Hardware and Software support From Jan 2004 to Nov 2005

Company: Optimizer InfoTech, Chandigarh

Roles and Responsibilities:

Installation of software’s and Hardware maintenance.

Maintain a good relationship with the customers for building the channel. Regular Interaction with clients and selling computers

Generated the highest volume of new Computers & achieved the sales targets.

Software Faculty

Client: Compuhelp computers, Chandigarh

From Jan 2004 to Nov 2005

Company: Optimizer InfoTech, Chandigarh

Roles and Responsibilities:

Installation of software’s and Hardware maintenance.

Maintain a good relationship with the customers for building the channel. Regular Interaction with clients and selling computers

Generated the highest volume of new Computers & achieved the sales targets.

TECHNICAL SKILL SET:

Tools

Microsoft Office Suite, Windows 10, Windows 8,Windows 7, Vista, XP/2000

QUALIFICATIONS

Professional

Bachelors of Computer Applications from Punjabi University, Patiala in 2001

Certification

Word processing Certification from Regional Computer Center Chandigarh

Computer Hardware certification from Winpaq Computers, Chandigarh

HOBBIES AND INTERESTS

Meditation and Personality Development Programs

PERSONAL DETAILS

Father’s Name : Sh. Sohan Lal Bamotra

Date of Birth : 8th October 1978

Nationality : Indian

Marital status : Married

Languages known : Hindi, English and Punjabi

Address : 1364, Sector-21, Panchkula, Haryana, India

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