Brief Introduction

Seeking a challenging role in Service Desk operations where I can leverage my expertise in technical support, team leadership, and quality assurance. Committed to delivering exceptional service, optimizing processes, and contributing to the success of the organization.

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Skillset

• 9 years of relevant experience
• Call Monitoring
• Liaising
• Advisory Support
• Prioritising
• Service Desk
• Training Materials
• End Users
• Daily Operations
• Managerial Skills > Team Management
• Customer Escalations
• Service Level
• HP Hardware

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Work Experience

• Quality Analyst

  May 2021 - Sep 2024

  
  
  • Monitor calls/cases to evaluate domain knowledge accuracy and communication ability. Provide regular performance feedback and coaching, addressing outliers on a one-to-one basis and reporting feedback to Team Leader/Manager. Coach agents and outliers on the floor regarding domain knowledge and communication skills. Generate daily, weekly, and monthly reports for internal purposes. Ensure internal monitoring aligns with external scores provided by clients for the site. Provide weekly Quality Assurance (QA) feedback to supervisors to assist in analyzing team trends. Calibrate cases internally with the team to minimize rating discrepancies. Conduct regular huddles with various teams/training batches to share client expectations and observed trends. Analyze performance data for the team, develop improvement plans, and execute them, especially for the bottom quartile. Coordinate with customer counterparts for any Knowledge Transfer (KT) sessions. Conduct Root Cause Analysis (RCA) on Fatal Errors and provide input for further training needs. Propose Quality Improvement Plans. Conduct refresher training on processes, ticket documentation mandates, customer handling, and communication skills. Ensure technical skills are updated for new support services. Assist in updating the Knowledge base. Reason for Leaving: For personal growth and greener pasture.
  
  

• Service Desk Analyst

  Nov 2019 - Apr 2021

  
  
  • Manage, prioritize, and document incoming questions and support requests by phone, email, and chat. Resolve technical issues quickly and efficiently. Categorize and record reported queries, providing solutions where possible. Install and configure necessary software to meet end-user needs. Test and analyze IT system and software performance. Advise users on appropriate courses of action. Monitor issues from start to resolution. Provide essential online security advice and support. Prioritize and resolve IT concerns, escalating serious issues to relevant stakeholders. Monitor and report service desk tickets. Avoid service interruptions by performing system installations, updates, and maintenance procedures. Prepare training manuals and FAQ materials for easy-access end-user guidance.
  
  

• Team Leader Trainee

  Apr 2017 - Jan 2019

  
  
  • Handle day-to-day operations efficiently. Ensure proper processes are followed and offer regular instructions to agents on how to improve their performance. Manage a team of associates effectively. Conduct regular coaching and training sessions to motivate associates and implement reporting mechanisms for career development. Monitor and assess customer calls for quality assurance, both recorded and live. Analyze reports, including process dashboards and team performance reports, and initiate appropriate action plans and training. Independently handle and assist customer escalations to determine problems and provide resolutions for any customer care issues or service problems, coordinating escalations and assessing customer needs. Collaborate with support functions such as QA and Escalation Manager to drive improvements for the team. Handle admin-related tasks such as payroll and reports. Possess knowledge about service level agreements for the account. Provide nesting support for new agents. Reason for Leaving: For better opportunity.
  
  

• SME

  Nov 2015 - Mar 2017

  
  
  • Provide knowledge, resources, and information to support agents. Handle supervisor calls and address customer concerns accurately and in a timely manner. Coach and train agents on improving customer interaction and driving Key Performance Indicators (KPIs). Demonstrate comprehensive knowledge of products and services, continuously improving through self-improvement and adherence to quality standards. Serve as a Point of Escalation for issue resolution. Collaborate with Team Leaders and Operations Manager to foster a culture of team efficiency and drive agent productivity. Provide nesting support for new agents.
  
  

• Outbound/ Callback Support

  Oct 2014 - Oct 2015

  
  
  • Initiate outbound phone calls to assist with unresolved issues by L1 agents and handle callback endorsements from customer or client escalations. Manage incoming callback endorsements on an hourly interval as a ticket sweeper. Distribute callback endorsements among available outbound specialists. Reason for Leaving: For career growth.
  
  

• Technical Support Representative

  Nov 2013 - Sep 2014

  
  
  • Provide help and answers to customers' technical issues by identifying the problem itself. Research answers and provide guidance via phone support to address the identified technical issues.
  
  

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Education

• Degree: Bachelor's Degree

  Major: Duration: Jun 2008 - Mar 2012