Abhijyan M.

ABHIGYAN MUKHERJEE OBJECTIVE: Honesty and fairness in action and always going beyond the scope of support boundary to get that –‘Extra Smile’- from the customers’ face. WORK EXPERIENCE April 2006 –July 2012- WIPRO LTD Technical Support Specialist- July 2006- August 2009 (HP Technical support- Voice) Job Responsibility · Taking inbound calls and providing technical support to customers from North America and Canada. · 8.5 hrs of Live call handling. · Making outbound follow up calls in issues that did not use to get resolved in First contact. · Achieving Follow Up Commitment Met- 100% · Achieving a CSAT (Surveys were shot through Harris Portal) target of 85%, Total Problem Resolution (TPR)-90%, First Contact Resolution –70% · Meeting 100% Service Level (Service Level- Picking up the calls within 60 seconds.) Awards: Best Performer in two consecutive Business Quarters. Escalation Desk- (Technical Support Voice) September 2009 –December 2010 - (HP Technical support ) Job Responsibility · Taking escalation calls (Tier 2). Calls, which did not use to get resolved by the Front Line Agents, were routed to the Escalation Desk. · Achieving a CSAT (Surveys were shot through Harris Portal) target of 75%, Total Problem Resolution (TPR)-95%, · Maintaining a Revenue Per Call of $ 3. Quality Analyst- January 2011 – July 2012 - (HP Technical support) Job Responsibility - Daily transaction monitoring and Feedback - Weekly Audit Report shared with the respective supervisors. - Quality Assurance session with the support agents. - To share Customer Survey analysis with the Managers and the supervisors. Projects: · Part of the transition team for HP 6J Email and Chat Support- in Wipro BPO. Certification: HP certified technician for Desktops Certification for Quality Analyst Yellow Belt Training (six sigma)