Vignesh K

• Resolve customer issues reported to Autodesk via chat, phone, web, online forums, and other channels
• Provide prompt, friendly, and efficient assistance to Autodesk customers on a variety of issues and questions related to product features, usage etc.
• Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system
• Priority handling and escalation of critical issues and monitoring of service level compliance
• Document support interactions in a company-wide case management system
• Escalate customer issues to internal teams as required
• Actively manage personal backlog of support requests
• Manage customer expectations by providing timely updates on progress.
• Executed a quality improvement initiative for the Installation and Licensing support team performed root cause analysis on customer-reported issues, driving process enhancements that significantly improved Customer Effort Scores.
• Facilitated regular QA meetings to discuss key observations, trends, and improvement opportunities.
• Auditing technical support cases for service quality, case hygiene, process adherence, and compliance with company policies, operating procedures, and industry best practices.
• Observed and educated on the best practices and quality awareness to improve service excellence.
• Queue Control: As a queue controller, having a regular check on the queue and assigning and actioning any SLA breaching cases.
• Created a tracker for the entire team to update mishandled cases so that our peers can share the data to the CS team and reduce the mishandling which will help us achieve better results in CES and ASAT.
• Created a schedulers routine to the team so that no customer or client is left behind or has to wait for the specialist to update them.
• Worked on streamlining the process and improve team scores by performing RCA and providing action plans to achieve SLA and team targets.
• Training new hires on process and technicality.

• As a Real Time Adherence Analyst(RTAA) with HP INC, We will be tasked with monitoring and maintaining our company's service level, I am responsible for maintaining the service level of a team by handling 60 + employees breaks, call backs, follow ups, attendance to help the team in providing the world class support with No customer left behind motto in a smooth and efficient way possible.
• Be a Real-Time Analyst on daily basis to ensure employee schedule adherence and management and tracking of any exceptions.
• Accurately collates all core and non-core activities on a real-time basis to ensure root cause analysis and action plan is provided immediately.
• Creating plans for the Cross Training.
• Monitor productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks and shrinkage as needed.
• Prepares and communicates daily and weekly schedules based on established call volume forecasts.
• Preparation of Daily, Weekly & Monthly Reports.
• Generating reports and presenting weekly performance scorecard to senior managers. Data analysis with regard to queue performance as well as team performance.
• Queue Monitoring.
• Doing side-by-side monitoring and skills transfer for agents.
• Analyze SLA reports, determine root causes of misses and identify best practices and reconciliation.
• Identify potential SLA misses and escalating them to the SDM, determine root cause analysis and devising the action plan to overcome the SLA misses.
• Case managements (Open Case, Last activity, Call backs, Follow ups, Attendance, Break management, Assigning calls and cases.
• Real time technical assistance on floor.
• Working on improving team score, based on team performance and getting new strategies to achieve the target Service level (War rooms). Weekly technical debriefing with level 2.
• Working with 4E team (employee engagement programs).
• Trained on soft skills.
• Sending out reports of each employee's real time working on an every day basis.
• Trained on company specific tools such as Genesys, Global Newton, Microsoft CRM CDAX, Outlook, Lithium, Mandora, Log me in rescue(LMI).
• Provide positive relationships with internal Colleagues ensure that company values and goals are met.
• Maintain various daily databases for identify skill set shortages to help in short-term training requirements.
• Ability to multi - task in an ever-changing environment.
• Competency to work in a fastpaced environment with quickly changing priorities.
• Help in achieving optimum service level on a monthly, daily and intra-day basis in-order to drive up service level consistency performance.
• Ability to effectively analyze any given scenario to determine the best course of action.
• Help in variance reporting to program managers, to enable them to make timely decisions about planned off line activities and outages.
• To check if there is a high impacting case in queue and ensure it is addressed on high priority.
• Closely monitoring the SLA's (Service Level Agreement) and collating reports for SLA management for the assigned account.
• Ensure critical business issues are being addressed and there is continuous communication back on status/resolution.

Performance Management:

• SLA Targets.
• Quality and Best practices.
• Addressing and Escalating issues.
• AHT.
• Call Monitoring.
• Process Implementation

Timely Reporting:

• Weekly Reviews.
• AHT Reports.
• Schedule Reports.
• SLA Reporting.
• Monthly Perfomance.
• Productivity and Utilization.

People Management:

• Scheduling.
• Roster Management.
• Break Management.
• Absenteeism.
• Motivation and Retention.