Bharath A

• Enhanced internal and external customer satisfaction ratings by efficiently researching, troubleshooting and resolving escalated issues.
• Develop and execute customer engagement strategies to increase customer loyalty and retention
• Collaborate with shop managers and marketing teams to implement CRM strategies that enhance the customer betting experience
• Analyze customer behavior data such as betting habits to create targeted promotions and offers that drive customer participation.
• Responsible for opening and closing the shop, ensuring all operations ran smoothly and efficiently.
• Monitored cash discrepancies, conducting regular audits to maintain financial accuracy.
• Promoted the Paddy Power card, highlighting its benefits and superior odds to customers, resulting in increased sales and customer engagement.

• Navigated a 24x5 support environment, assisting customers across AMER, EMEA, and APJK regions to ensure timely service delivery.
• Engaged with support teams to meet Service Level Agreement (SLA) demands, ensuring consistent quality in customer service.
• Responded to service, product, technical, and customer relations inquiries, demonstrating strong problem-solving skills.
• Showcased exceptional organizational relationship management by handling escalation calls with clients and their Accounts and Escalation Teams.
• Oversaw remote support for EMC, VNX, VNXe, and UNITY storage products, ensuring efficient case resolution and contributing valuable insights to the Knowledge Management System.
• Achieved 100% compliance in external audits, consistently meeting performance standards and service level agreements with a daily target of 150+ cases.
• Conduct regular one-on-one meetings and performance reviews to provide feedback, set development goals, and enhance team member performance.
• Monitor team workload to ensure balanced distribution and maintain high awareness of service levels to meet performance targets.

• Led a team of 10+ members, driving project completion within strict deadlines and quality standards.
• Accountable for reducing the Repeat Dispatch Rate among 100+ employees at CGS (DELL) by 60%, directly increasing revenue by eliminating penalty metrics and sustaining improvements.
• Facilitated internal and external service review calls with clients to discuss risk management and evaluate team performance, leading to a 20% increase in client satisfaction scores and a 15% improvement in team efficiency.
• Orchestrated shift operations for a team of 100+, handling scheduling, leave planning, and target allocation while ensuring alignment with customer needs.
• Spearheaded optimization efforts for customer support operations, achieving a 30% reduction in average resolution time and boosting customer satisfaction scores by 20%.
• Gained hands-on experience in disassembling and reassembling computer hardware components, enhancing technical support capabilities.
• Developed in-depth knowledge of Dell laptops, desktops, and printers, providing expert guidance to customers and team members.
• Facilitated open communication within the team, encouraging feedback and collaborative problem-solving.
• Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency
• Responded to customer concerns quickly and effectively, minimising service disruptions.

Technical Support Associate : Feb 2013 -Jun 2016

• Provided prompt and efficient technical support for Dell products, including laptops, desktops, and peripheral devices. Diagnosed, troubleshot, and resolved hardware and software issues to ensure high customer satisfaction.
• Maintained expert-level knowledge of Dell products and solutions, keeping up-to-date with the latest technology developments to provide accurate support and guidance to customers.
• Contributed to and updated knowledge base articles, user guides, and troubleshooting documentation, enhancing the accuracy and efficiency of the support team.
• Adhered to Dell’s quality and service standards, ensuring all customer interactions were handled with professionalism and accuracy.
• Consistently met and exceeded KPIs such as resolution time, first-contact resolution rate, and customer satisfaction, contributing to overall support team success.

Acheivements :

• Achieved a 90%+ first-call resolution rate, minimizing escalation and improving the overall customer experience.
• Recognized for exceptional customer service and technical expertise with quarterly performance awards.
• Successfully reduced average handling time by implementing new troubleshooting procedures, increasing team efficiency.

Subject Matter Expert : Jun 2016-May2018

• Communicating with customers, providing them with prompt and effective solutions
• Ability to diagnose and resolve complex hardware and software issues.
• Extensive knowledge of Dell’s products, including laptops, desktops, servers, and accessories.
• Ensuring each customer query is seen through to resolution, minimizing the need for clients to revisit unresolved or recurring issues
• Monitoring support metrics like resolution times, customer satisfaction, and call handling times to continuously refine the support process and improve performance.

Acheivements :

• Spearheaded knowledge-sharing initiatives that reduced escalation rates by 30%.
• Developed comprehensive support documentation that improved first-call resolution by 20%.
• Recognized as the go-to expert for high-priority technical issues, consistently maintaining a 95%+ customer satisfaction rating.