Manager Customer Care

MAGESHWARAN.S

No **, Munusamy Nagar Extn

Munusamy Nagar 2nd street

Ponniamman Medu Email: *********@**********.***

Chennai-600110 Mob: 955*******

Objective:

To seek a dynamic and lead role in Administration or Customer Support Activities and a challenging environment, which facilitates continuous learning and wide exposure to ideas that stimulate personal and professional growth.

Area of Expertise:

•Have more than 13 years of Experience in Customer sales and Service in HP Service centre.

•Have Experience in supply chain.

•Responsible for overall operations, Customer Service activities including call attending, align engineers, follow closure, updating customer, handing customer escalations,

Elevating technical escalation, quotation follow up, lead generation, equipment follow up,

Ordering parts.

Strengths:

•Good Communication Skill and Enthusiastic.

•Self-confidence and desire to learn new concepts.

•Ambitious and open to discussion.

•Always willing to help out work colleagues who are struggling.

Educational Qualification:

•B.E (CSE) from Prince Shri Venkateshwara Padmavathi Engineering College,

Anna University, Chennai.

•Diploma in CSE from Sri Nallalaghu Polytechnic, Chennai

•Schooling (X & XII) in Don Bosco Matriculation Higher Secondary School

Co-Curricular Achievements:

•Have attended training programs for Personality Development; Presentation and communication skills; time management; Management and leadership skills

Job Profiles:

•Worked with RT Outsourcing Ltd as Customer Support Coordinator from June 2007 to May 2009

•Worked with MAHA Electronics Pvt Ltd as Customer Support Coordinator from June 2009 to Oct 2014

•Worked with Ensure Support Services as Team Leader from Nov 2014 to Feb 2017

•Worked with Volta Technology solutions as Team Leader from Mar 2017 to Jan 2018.

•Working with USAM Technology Solutions as Senior support coordinator from Jan 2018 to Mar 2020.

•Working in Dev Systems & IT Services Pvt Ltd as Support coordinator from Jan 2021 to till date.

MAJOR DUTIES & RESPONSIBILITIES IN: Dev Systems & IT Services Pvt Ltd (Authorized Dell Sales partner)

•Attending Customer calls by phone, email and logging complaints.

•Consistently meets and exceeds daily team performance goals with attention to detail

•Generating quote, Customer follow up and promote sales

•Assigning the calls to Engineer to internal customer to fix the issue, raise call in CCC and follow up behalf of Customer till closure

•Coordinate with customers and assist them in finding the right supply to meet their specific requirement.

•Ensuring all administrative records are up to date.

•Monitoring team resources.

•Being the main contact point for all team members who need help or advice.

•Making sure that all escalations are made in a timely manner and that corrective action is swiftly taken.

•Managing teams in remote locations by phone calls or emails.

•Updating the open and closure daily reports to Service Manager.

•Analysing the SLA missed cases, root cause and the preventive measure to avoid it in further.

•Preparing and sending the status report of pending calls to Manager.

•Customer Queries and escalation handling.

•Preparing MIS report on daily Basis

MAJOR DUTIES & RESPONSIBILITIES IN: USAM TECHNOLOLGY SOLUTIONS (Authorized HP service partner)

•Attending Customer calls by phone, email and logging complaints.

•Consistently meets and exceeds daily team performance goals with attention to detail

•Generating quote, sale order, generating PO in SAP.

•Assigning the calls to Engineer based on the product line including printer, plotter, latex, copiers, PC’s, Workstation and Servers.

•Coordinate with customers and assist them in finding the right supply to meet their specific requirement.

•Ensuring all administrative records are up to date.

•Monitoring team resources.

•Being the main contact point for all team members who need help or advice.

•Making sure that all escalations are made in a timely manner and that corrective action is swiftly taken.

•Managing teams in remote locations by phone calls or emails.

•Updating the open and closure daily reports to Service Manager.

•Analysing the SLA missed cases, root cause and the preventive measure to avoid it in further.

•Call closure in – WFM, GN, CSN tool.

•Preparing and sending the status report of pending calls to Manager.

•Customer Queries and escalation handling.

•Following up with SSC Team on ETA and on delivery of the Parts.

•Backup the service level activities.

•Care pack and AMC for the printers

•Mailbox monitoring and answering to the queries.

•Care pack and AMC for the printers

•Weekly review meeting and performance of Engineers

•Preparing MIS report on daily Basis

Achievements:

•Achieved the target for call closer and BFT at regular period

•Achieved the target for quote price and AMC regularly.

MAJOR DUTIES & RESPONSIBILITIES as Team lead IN: Ensure Service Support & Volta Technology Solutions (Authorized HP service partner)

•Monitoring Bench process and Customer satisfaction.

•Updating the open and closure daily reports to Service Manager.

•Handling customer escalation and mail and making sure it is closed within the 24 to 48 hours.

•Elevating cases for Technical elevation, ADP and DOA process

•Coordinate with CCC and technical team for the POA and resolution.

•Monitoring BFT and Per Event Process.

•Updating CRM as well as Customers with status.

•Call closure in - WFM, CSN tool

•Handling 25 Key Corporate accounts

•Updating the open and closure daily reports to Service Manager.

•Pending defective Equipment Follow-up with engineers

•Part ordering with customer care

MAJOR DUTIES & RESPONSIBILITIES as Senior Coordinator IN: MAHA Electronics Pvt Ltd & Rt Outsourcing Ltd (Authorized HP service partner)

•Leading the Onsite team of 4 coordinators and 14 service engineers.

•Handling 25 Key Corporate accounts

•Assigning the calls to Engineer based on the product line. servers (24/7 support and standard support), printers and personal PC’s.

•Updating the open and closure daily reports to Service Manager.

•Handling customer escalation and mail and making sure it is closed within the 24 to 48 hours.

•Follow up on the case like 4-hours and 6-hours response and 24/7 servers request, part delivery and closure within SLA on site and tool.

•Handling FT track with 4 hours’ response and 24 hrs SLA customers like Ashok Leyland, Nokia, RR Donnelley and Virtusa.

•Analysing the SLA missed cases, root cause and the preventive measure to avoid it in further.

•Updating CRM as well as Customers with status.

•Call closure in - WFM, CSN tool

•Pending defective Equipment Follow-up with engineers

•Part ordering with customer care and SAP.

•Care pack and AMC for the printers

•Selling of printer Cartridges, toners and Laptops.

•Selling of Laptop spares likes mother board, Battery, Hinges, Hard drives and display panel.

•Selling of server's SMPS, racks and motherboard.

•Inventory and stock maintenance

Personal Information:

Father’s Name : V.Shanmugam.

Date of Birth : 6th December 1982

Nationality : Indian

Sex : Male

Marital Status : Married

Language : English and Tamil

Telephone : 955*******

Declaration: -

I hereby declare that the above-furnished details are true to the best of my knowledge and belief

Place: -

Date: -

Regards,

Mageshwaran.S

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