Support Specialist Customer

Natarajan Krishnamurthy

Coppell, TX 945-***-**** ***********@*****.***

Objective

To Obtain a challenging position in a dynamic and innovative organization where I can use my technical and analytical skills.

Professional Experience

SAFELITE SOLUTIONS, COLUMBUS, OH CSR

Feb 2024 -Present

To manage incoming calls for service issues, pricing, warranties, commercial, dispatch, repair and same day reschedules/cancellations.

Schedule appointments, assist technicians with work order discrepancies, verify insurance coverage information, alter existing scheduled appointments, and answer customer questions in a professional manner. Complete all other duties as assigned.

Sutherland Global Services, Chennai, India FMEA- Prof- CE

Jan 2013 -July 2023

Client: COX, AT&T and Intuit Install

Optimization of service by monitoring (controlling, KPIs…).

Reporting of all performed audits within established timeframes.

Interrogate trends in data/audit findings and develop new ideas for Quality Improvements.

Act as facilitator of continuous improvement, working on proactive and preventive changes.

Communicate and liaise with internal business stakeholders to drive quality mindset and continuous improvements.

Provide timely updates of work planning, work in progress and summaries of work completed, record observations, and make recommendations.

Sutherland Global Services, Chennai, India ITHD

Feb 2012 -Dec 2012

Client: VERIZON DATA SERVICES

Monitor, manage and prioritize Incident records ensuring service levels are maintained and eliminating backlogs.

Delivery of end-to-end Incident Management.

Identify incident trends and mitigating actions for Problem Management.

Instrumental during the Urgent issues and follow incident management procedure.

Involved in Technical & Process training for new hires.

Work closely with the Incident Managers to identify and implement Service Improvements - demonstrating an increase in the quality of service and a reduction in cost.

Sutherland Global Services, Chennai, India Functional Specialist

Jun 2007 -Apr 2011

Client: Hewlett Packard and Dell

To Generate Monthly Reporting for all metrics from the Global Service Desk.

Involved in driving Employee Satisfaction in the Quality Team by Motivating and mentoring Team to achieve the Professional Goals.

Organized computer data and reports for administrative staff to access information

Responsibilities involve analyzing the areas of shortfalls in the production and communicating the shortfalls to the workforce to facilitate improvements in the process.

Schedule Call monitoring scheme among quality representatives

Participated in the discussions with my seniors and peers to identify areas of shortfall and to provide rectification measures to improvise performance/Customer service experience within the stipulated time frame

Coordinated and enhanced the team performance of the international technicians (Canada - Windsor)

Conducted hurdles for the team to update process knowledge and to provide feedback about their performance.

Responsible for live monitoring and remote monitoring of calls.

Sutherland Global Services, Chennai, India Quality Analyst Jun 2006 – May 2007

Client: Hewlett Packard

Responsible for monitoring calls handled by the Help Desk Engineer to ensure 100% process and technical adherence.

Allocation of quality scores for the monitoring process as well as for the technical and communication skills of the Help desk Engineer.

Analyze and track overall quality levels by individual, team, and department to identify trends and problems.

Managed the performance of individual team members by conducting assessment and by providing feedback

Recommended suitable training programs by focusing on the assessment results for the individual team members.

Ensured best practices are documented and are implemented as part of the process in order to facilitate continuous process improvements

Sutherland Global Services, Chennai, India Technical Support Executive

Apr 2004 – May 2006

Client: Hewlett Packard

Held responsibility in handling inbound and outbound calls for international customers.

Resolved advanced level technical – Hardware and Software issues from the customer.

Supported to enhance the productivity of the Help Desk Engineers.

Handled escalations and hardware service-oriented calls.

Education

UNIVERSITY OF MADRAS, B.Sc. Mathematics 1997

Major: Mathematics Minor: Accountancy

Diploma and Certification

Higher Diploma in Software Engineering

Java certification

Green Belt

Skills & abilities

Management

Problem solving

Communication

Leadership

Contact this candidate