Customer Service Scrum Master
Resume:
SANTHOSH ASHOK KUMAR
Lead Escalation Manager
Highly motivated Escalation Management Lead with 12+ years of experience as a leader skilled in developing and maintaining relationships and proven track record of performance, Able to make a positive impact in any business environment and proven employment record and achievements in adapting to new roles. Enjoy creative problem solving and getting exposure on multiple projects, and Resolving customer complaints by investigating problems and developing solutions.
************@*****.*** +91-829*******/ 636-***-**** Karamadai, India 11 May, 1998 SKILLS
Customer service and support Conflict resolution Knowledge of IT systems and infrastructure ITIL Root cause analysis Data analysis and reporting Process improvement Project management Risk assessment and management Change management Crisis management Negotiation Analytical thinking Persuasion skills Business acumen Continuous learning and development Strong communication Interpersonal skills Problem-solving Attention to detail Time management Organizational skills Team management Leadership Ability to work under pressure and meet deadlines PROFILE SUMMARY
Experienced Escalation Management Lead handling customer escalations and ensuring visibility, traction, and closure of the issue. Managing escalations related to product defects and trends, collaborating with PSE organizations, and monitoring customer Problem Reports (PRs). Also works with infrastructure functions required in escalations management, evaluates escalation performance metrics, and reviews and identifies root causes for all escalated service requests. In addition, focused on problem avoidance in escalation processes, monitor the results to ensure that the escalation process is being followed correctly, and work with management or human resources to develop policies and procedures for handling escalation cases. Responsible for managing customer escalations and ensuring they are resolved in a timely and efficient manner. Prioritize and stimulate escalations with product development teams, collaborate with infrastructure functions, establish correct expectations, and enforce relief through effective communication. Monitor and analyze customer problem reports, identify and manage escalation trends, and evaluate escalation performance metrics. Responsible for handling complaints that are not appropriate for the escalation process and investigating complaints or concerns brought to the attention of management. Strong communication skills and the ability to work collaboratively with various stakeholders, including employees, managers, clients, and customers. Played a critical role in ensuring customer satisfaction and maintaining the company's reputation in the industry. WORK EXPERIENCE
Lead Escalation Manager
Solverminds Solutions Pvt Ltd
2020 - Present,
Acting as the primary interface for Global Management with regards to customer escalations. Prioritizing and stimulating escalations with Continuing Product Development (CPD) to ensure visibility, traction, and ultimate closure. Ensuring the customer is heard throughout the escalation process. Establishing correct expectations, enforcing relief, and resolving through effective communication. Analyzing and monitoring customer Problem Reports (PR’s). Identifying, managing, and recording escalation trends and collaborating with PSE organization on product defects and trends. Collaborating with infrastructure functions required in escalations management. Evaluating escalation performance metrics. Reviewing and identifying the root cause for all escalated service requests and using this information to improve continuously within service delivery teams. Helping ensure compliance with Corporate and Regional Escalation Policies. Focusing on problem avoidance in the escalation process. Monitoring results to make sure that the escalation process is being followed correctly. Working with management or human resources to develop policies and procedures for handling escalation cases.
Handling complaints that are not appropriate for the escalation process, such as responding to customer service inquiries. Handling of MCS
(Mission Critical Sites) and SRST (Survival Remote Site Telephony) backup testing for all the sites to ensure the Backup router and Backup phone like in fully operational during Primary Outage.
Handling of weekly ORG meeting with the client, showcasing our weekly tasks performed. Extracting Backlog report and performing a complete study on it. Post which following up with the support team for resolution. Interviewing employees, managers, clients, or customers involved in an escalation case.
Answering questions from other employees regarding the escalation process. Investigating complaints or concerns brought to the attention of management. Communicating with employees or managers who are involved in an escalation case. Responsibilities
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WORK EXPERIENCE
IT Associate Consultant
Wipro Ltd
2018 - 2020,
Mainstream focus on Incident, problem, change, and release. Checking in Snow for any alerts. Managing Critical Incidents and providing workarounds within the given SLA.
Running the Bridge call for all Critical incidents with all required teams and stakeholders. Sending Collaboration mails periodically to stakeholders during a critical incident. Following ITIL procedures for effective quality delivery and ensuring restoration of service as per the agreed SLA. Creating problem tickets and assigning them to the problem management team for identifying RCA. Performing analysis on the backlogs and submitting the final report to the clients/leads, also working with them to bring those backlogs to closure. Analyzing a company's IT system and infrastructure. Diagnosing IT system problems, inefficiencies, and weaknesses. Planning a timeline for completion of projects. Understanding a client's business needs. Implementing a technological solution to meet business needs. Analyzing and determining security threats. Providing advice on technology best practices. Collaborating with the technical in-house team to ensure familiarity with technology.
Training staff to use the new IT system. Monitoring the success of IT solutions. Producing detailed reports on the efficacy of the technology. PREVIOUS WORK EXPERIENCE
Incident Manager
Dell Technologies
2016 - 2018,
Systems Engineer
Tata Consultancy Services
2014 - 2015,
Senior Systems Executive
Cognizant Technology Solutions
2012 - 2014,
Subject Matter Expert
HCL Technologies
2010 - 2012,
TOOLS KNOWLEDGE
Service
Management Tools
ServiceNow, JIRA Service Manager, Status
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Monitoring Tools Dynatrace, ITM6, Informatica, EDI-Status Report, Data Dog
CERTIFICATIONS
ITIL Foundation IT Service Management
Service Now Agile Leadership
Scrum Master
EDUCATION
Bachelor of Commerce in Corporate Secretaryship
Bharathiyar University, Coimbatore
Responsibilities
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