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RESUME
Sex: Female Marital Status: Single
Address For Communication:
Pin 686Kerala Contact No: + 91 - 9876543210
E-Mail: boby@hotmail.com
| To build a career in a progressive organization that will provide me exciting opportunities to learn more and utilize my knowledge and skill for the growth of organization.
Work Experience (6 years. 10 months)
Sep 2012 - Till Date Microsoft Business Strategic Group, Bangalore As Duty Manager
- Increase customer satisfaction by assisting with case wellness, issue workflow and customer escalation management to internal groups of Product Support Services.
- Coordinate and administer cross site operational support for our inbound, 24 x 7, and weekly on call scheduling.
- Acts as an informational resource regarding consumer support services and mission critical program specific policy, procedure and tools.
- Promotes customer advocacy with day to day interactions and various projects, act as a queue supervisor for CSS technology queues, including cross site managed queues.
- Enhance team productivity, providing efficient and cost effective shared resource allocation, researching and implementing the best scheduling and staff allocation practices at Microsoft.
- Handle cross site and cross cluster escalation as well as be a point of contact; ensuring all critical/ SEV A issues are transitioned between shifts, sites and support groups without disrupting the customer or the progress of the case.
- Co coordinating with senior support engineers, Premier Field engineer, Technical account Managers, Escalation Managers, Group Managers, and other contacts with the same operational authority as team managers.
- Strategic planning of the scheduling based on data captured and trend observed and continuously identifying technical needs to improve overall productivity of the business.
- Responsible for Managing the productivity of a technical support department within Microsoft's Beta Support and Management and Security Division – System Center ensuring, Case management, Queue monitoring support, Call harvesting, Reporting of volume, expected volume, non-service delivery activity, Unavailability, Sick leave, Engineer behavior and any risk towards business.
- Created training documents for Microsoft beta duty manager training.
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| April 2010 – September 2012 Microsoft Global Partner Support, Bangalore Deputed from Spectrum Consultants As Partner Engagement Manager
- Evangelizing the services offered by Microsoft to its Partners organizations and generates volume for the business by selling Microsoft Partner Technical Services thus influencing the revenue generation.
- Responsible for establishing and managing client relationships and working with key decision makers like CEO's and CTO's of partner companies in the North American and Canadian segment to demonstrate how Microsoft can drive their business forward.
· Generating new business opportunities by proactive and reactive engagements with partners and drive them to use the Microsoft Partner Technical Services.
· Partnering with the client on a proactive basis to ensure success through different phases of their software development and project phases.
· Collaborate with multiple internal teams and ensure the highest levels of services are delivered with respect to services and programs offered by Microsoft.
- Act as Single Point of Contact for the engagement and help partners get their business and technical queries answered and resolved.
- Develop and execute effective e-mail campaign to reach the C-level and LOB Executives.
Additional Responsibilities:
- Trained new hires (Technical consultants) on process, effective communications with clients
and overall GPS delivery model.
- Process training and mentoring the new hires for the Engagement Team.
May 2008 – March 2010 Dell International Services, Bangalore As Senior Technical Support Associate
- Troubleshooting and resolving technical needs for desktop and portables.
· Responsible for delivering on key Financial Metrics including Revenue Margins and Close Rate percentages set by Business. - Provided support to the new team members to help them to scale up including floor support.
Sept 2007- April 2008 Dell International Services, Bangalore As Senior Customer Support Associate
- Handling inbound calls pertaining to the US home consumer customer care issues.
- Responsible for resolving customer’s issue by having a very low hold time of call answering.
- Handling customer escalations in the team as the senior customer support associate.
August 2006 - Till August, 2007 Allsec Technologies Ltd, Chennai As Customer Support Associate
- For H.S.B.C Credit Card Sales pitching the product to the US customers and successfully converting 70% of the calls to prospective sales.
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· Excelled from a call taking role to Duty Manager Role.
· Was awarded the “Highest Revenue Award” at Dell
· Was awarded the “Gold Call” for Superior Customer Experience at Dell
- Ranked Valued Performer and Exceptional Performer for the Performance Review Metrics.
· Active Member of “Fun Club” Team and Volunteer for Bring Your Child to Work at Microsoft.
Strengths, Skills & Ability
· Good exposure in handling U.S. and Canada customers for a period of 7 years.
· Ability to work in teams and create a collaborative work environment.
· Take ownership and responsibility of assigned work.
· Ability to plan and self-organize, to complete the work within stipulated timelines.
· Excellent interpersonal & communication skills.
· Leadership & Sales Skills
· Hard working, self-motivated and Willingness to learn.
· Proficient in the use and application of MS Office Suite, MS CRM and familiarity with Microsoft Product Stack.
- Bachelor of Business Administration.
M.A College, M.G University, Kottayam, Kerala. (2006)
Good Shepherd Public School, CBSE, Changanasery, (2003) Specialization - Commerce
Queens Mary’s Public School, CBSE, Kottayam, (2001)
Freestyle Motor cross & Photography
- Won Jury award for best picture for the 'Explore the Wild' Nature Photography Contest by Timberland India.
· English
· Malayalam and Hindi
I hereby declare that the above given information are true to the best of my knowledge and belief.
(BOBY THOMAS)
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