Arijit2002

Mar 2004 to June 2007 MphasiS an EDS Company, Pune, MH Sr. Customer & Technical Support Officer / Trainer / Supervisor Attending to escalated calls & emails from customers. Solving escalated technical queries on emails & calls. Supervising US shift / India shift. Floor walking and assisting agents with queries and doubts. Training new agents in technical skills and customer service skills. Understanding training requirements on a weekly basis. Training agents on new products, systems & skills. Ensuring that SLAs are met on a daily basis. Ensuring customer satisfaction. Ensuring that quality is always at its best. Monitoring emails sent my agents. Monitoring calls made my agents (real-time & recording). July 2007 – Employed TSL Consulting Pvt. Ltd., Pune, MH Program Manager / Office Manager Managing & Maintaining IT infrastructure Joined as the 1st employee of the company in India and helped build the infrastructure, policies, rules & regulations, etc. from scratch. Generating Qualified Sales opportunities (US region). Understanding prospect requirements. Helping clients’ close deals. Interacting with clients. Ensuring client satisfaction. Working in a target environment. Ensuring SLA’s are met. Managing IT infrastructure (VoIP / Desktops / Server / Connectivity). IT planning & budgeting. Managing team of BDS & keeping them motivated. Ensuring discipline and decorum in office. Assigning targets to BDS. Understanding training requirements on a daily basis. Training new and existing BDS. Planning & strategizing for better productivity. Agent incentive planning. Agent retention planning. Interviewing new BDS & role allocation. Churning out growth path for individual BDS. Managing client expectations. Attending client / prospect meetings.