GAGAN DEEP

• Troubleshoot server systems, including Oracle, Cisco, and NVIDIA platforms, to identify hardware and software issues.
• Perform diagnostic tests on server components using specialized equipment.
• Repair system boards by soldering and replacing faulty parts.
• Read PCB schematics to support diagnosis and repair processes.
• Collaborate with production and engineering teams to meet quality standards.
• Document diagnostic findings and repair actions for records.

• Analyze failed server components and systems to identify root causes of defects.
• Conduct diagnostic tests using specialized tools to evaluate hardware performance.
• Inspect and test electronic components, such as PCBs and modules, for faults.
• Document failure analysis findings and prepare reports for engineering teams.
• Collaborate with production and quality assurance teams to address defects.
• Support implementation of corrective actions to improve product reliability.
• Maintain records of test results and analysis data for quality control.
• Follow safety protocols and industry standards during analysis tasks.

• Install copper and fiber optic cables to support server and computer system networks.
• Set up data racks, patch panels, and cable trays for network infrastructure.
• Test cables using diagnostic tools to ensure proper connectivity and performance.
• Troubleshoot cabling issues to maintain network reliability in production environments.
• Collaborate with production and engineering teams to support manufacturing processes.
• Maintain cabling infrastructure to ensure long-term functionality.
• Document cable installations and configurations for operational records.
• Follow safety protocols and industry standards during all cabling tasks.

• Supported the development and implementation of global workforce strategies to enhance operational efficiency across multiple regions, ensuring alignment with business objectives.
• Assisted in forecasting staffing needs by analyzing contact volumes, headcount requirements, and time-off requests, improving resource allocation accuracy.
• Created and maintained efficient staff schedules for global teams, ensuring optimal resource utilization and compliance with local labor laws across different regions.
• Monitored and analyzed workforce performance metrics, identifying areas for improvement and supporting the implementation of corrective actions to meet service level agreements (SLAs).
• Collaborated with cross-functional teams, including HR, operations, and finance, to align workforce plans with organizational goals and client expectations.
• Utilized Workforce Management (WFM) tools such as Verint and NICE to streamline scheduling, forecasting, and reporting processes, enhancing operational efficiency.
• Trained and developed team members on WFM processes and tools, improving team adoption of best practices and operational consistency.
• Ensured compliance with global labor laws and regulations in all workforce management activities, mitigating legal and operational risks.
• Participated in the recruitment and onboarding of new staff, ensuring seamless integration and readiness for operational roles.

• Analyzed organizational IT system needs, recommending upgrades to enhance operational efficiency and system performance in document and database management.
• Supported the planning, installation, and maintenance of computer hardware and software, ensuring reliable system availability for business operations.
• Assisted in establishing and maintaining IT security protocols to detect, prevent, and mitigate risks, safeguarding sensitive data and systems.
• Conducted cost-benefit analyses for new IT projects, providing data-driven justifications to secure funding and support project implementation.
• Helped determine staffing requirements for the IT department, optimizing resource allocation to meet project and operational demands.
• Directed tasks for IT staff, including system analysts, developers, and support specialists, ensuring timely completion of technical projects.
• Monitored vendor performance and assisted in negotiations to ensure high-quality IT service delivery, maintaining service level standards.
• Collaborated with management to assess IT system requirements, providing insights to support strategic technology decisions.
• Stayed updated on emerging technologies, contributing to informed decisions on system purchases, installations, and upgrades.

• Evaluated IT infrastructure needs, proposing solutions to optimize system performance and support business operations in a high-volume contact center environment.
• Supported the deployment and maintenance of IT hardware and software, ensuring system reliability and minimal downtime.
• Helped implement security measures to protect against IT threats, maintaining data integrity and system security.
• Assisted in project cost assessments, contributing to budget planning and resource allocation for IT initiatives.
• Supported analysis of IT department staffing needs, ensuring adequate resources for technical projects and operations.
• Guided IT staff in executing technical tasks, fostering collaboration and efficiency in project delivery.
• Assisted in vendor negotiations to secure reliable IT services, ensuring compliance with service quality standards.
• Worked with leadership to identify and fulfill IT system requirements, aligning technology solutions with business goals.
• Kept abreast of technological advancements, supporting the adoption of innovative solutions to enhance IT capabilities.

• Monitored real-time schedule adherence by production associates, optimizing contact center operations and ensuring efficient resource utilization.
• Tracked daily critical metrics, initiating escalation procedures when thresholds were exceeded to maintain service level performance.
• Recommended overtime adjustments based on intraday performance data, balancing operational needs with cost efficiency.
• Delivered intraday KPI reports to department leadership, providing insights into escalation impacts and operational performance.
• Ensured real-time and intraday activities aligned with operational targets, maintaining high service quality and efficiency.
• Maintained accurate contact center schedule adherence records, supporting data-driven workforce management decisions.
• Conducted analysis of real-time performance issues, proposing and implementing solutions to enhance operational outcomes.
• Built strong internal relationships to facilitate efficient problem-solving and issue resolution, improving cross-team collaboration.

• Developed and implemented workforce management strategies to optimize staffing and operational efficiency in a performance reporting center of excellence.
• Analyzed data to forecast staffing needs and created efficient schedules based on forecasted volumes, improving SLA attainment.
• Collaborated with cross-functional teams to enhance operational processes, driving improvements in service delivery and customer satisfaction.
• Monitored performance metrics, proposing data-driven solutions to improve service levels and operational efficiency.
• Mentored junior team members on WFM tools and best practices, fostering skill development and team performance.
• Provided regular SLA and metric health reports to stakeholders, ensuring transparency and alignment with business objectives.
• Offered forecast improvement recommendations, including alternative scenarios to address dynamic operational needs.
• Contributed to weekly strategic plans and OKR development, aligning workforce strategies with organizational goals.
• Managed queues by reviewing and iterating forecasts, creating scheduling patterns, and publishing schedules to optimize SLAs.
• Handled incidents confidently, coordinating with stakeholders to devise and implement mitigation strategies.

• Addressed customer inquiries, providing accurate and timely information about products and services to enhance customer satisfaction.
• Processed orders, cancellations, returns, and exchanges efficiently, ensuring a seamless customer experience.
• Resolved customer issues and troubleshot technical problems, delivering solutions to maintain high service quality.
• Promoted company offerings, upselling products and services when appropriate to drive revenue growth.
• Engaged in proactive customer outreach, such as proactive chat and issue notifications, to enhance customer engagement.
• Managed customer complaints using de-escalation techniques, escalating complex issues to internal teams when necessary.
• Collected and analyzed customer feedback, identifying opportunities for service improvements and process enhancements.
• Responded to customer reviews, particularly negative ones, to mitigate brand reputation damage and foster positive outcomes.
• Created Knowledge Base articles, FAQs, and troubleshooting guides to support customer self-service and reduce inquiry volumes.
• Tracked customer service KPIs, including CSAT, NPS, FCR, and ART, to monitor and improve service performance.