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<pre>Array ( [var] => cut_url ) </pre> Resume for pavan P. for Manager / Supervisor / Team Leader / Computer & IT Services in Kongsberg, Norway. Search More Resumes for Manager / Supervisor / Team Leader on Resumark.com #LQFWUJGGT
 

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Resume for pavan P. for Manager / Supervisor / Team Leader / Computer & IT Services in Kongsberg, Norway




Occupation: Manager / Supervisor / Team Leader Industry: Computer & IT Services
Country: Norway City: Kongsberg
State: Buskerud ZIP: 3616



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PAVAN GOMATAM P.
Myntgt
Kongsberg, Norway
Ph: +
Email:
CAREER OBJECTIVE
To obtain a position that will enable me to use my strong work experience, people management skills,
training experience and the ability to work well with people. I would love to work in an environment that
has challenge seeking opportunity to learn and improve my skills.
/ – / TEAM MANAGER DELL
INTERNATIONAL SERVICES
[Dell Financial Services]
• Managed a team of fifteen Customer Service Representatives.
• Driving the development of superior customer service and
high performance.
• Contribute to contingency planning including succession
planning for team.
• Review on Potential Business Losses & Analyzing
measures to control possible damages.
• Providing timely and effective feedback on individual
performances.
• Maintain exceptionally high employee standards and
strive to constantly meet and exceed challenging SLAs.
• Provide individual development plans and maintain
records in line with set objectives.
• Maintaining an internal Attrition and Redeployment
tracker.
• Leading workflow distribution and floor management to
ensure service levels are satisfied.
• Maintaining service, talk/wrap time, data, and both client and
consumer satisfaction levels.
• Hiring, training/developing, motivating, coaching, evaluating
and retaining qualified staff.
• Administer performance management by diagnosing
improvement opportunities, providing effective feedback,
coaching, training, professional development, and corrective
action plans.
• Perform quality checks, develop and review performance
reports, identify areas to improve, and implement measures to
improve performance levels and meet objectives.
• Conduct group training sessions on financial products and
services.Ê
Achievements
• Achieved % CSAT consecutively for three quarters against
the goal of %.
• Resolution XPR at % against the goal of %.
• Communication satisfaction at % against the goal of
%.
/ – / CUSTOMER EXPERIENCE DELL
INTERNATIONAL SERVICES
COACH/SALES COACH [US
Technical Support]
• Drive action plans to improve Sales, Revenue and Margin.
• Provide Updates on Progress, Trends & Concerns.
• Responsible for Team Metrics, as stipulated by the
business.
• Attend Team meetings to review Coaching performance
and reinforce business requirements.
• Attend weekly Training & Coaching Team meeting to
update team on current Initiatives and results.
• Update all coaching records and ensure Team Leaders
have access to same at all times.Ê
• Coach newhires to meet business requirements in their
first weeks.
• Ensure any coaching process and requirement is
documented on an accessible SOP QMS site
• Responsible for design, implementation, administration,
delivery, and operation of professional communication
programs and practices.
• Determine right behaviors, hygiene and best practices that
help achieve metrics and ensuring that the team follows them.
• Drive and Implement Process updates in the team on an
ongoing basis on Customer Experience / Resolution / Polices
/ Quality Compliance.
• Key Performance Areas include Revenue, Customer
Experience, Sales and Productivity.
• Conduct Training Programs for Team Members based
on the CE Scrub/learning.
• Support floor training initiatives: Resolution &
Communication based Care bay / Vitality trainings
• Liaise with people across the floor / businesses to
suggest improvements on CE.
• Identify areas for improvement under the headings CHS,
Diagnostic Ability and P&P.
• Liaise with Team Leaders to agree coaching plan,
improve agent performance and agent ability to meet
business requirements.
• Perform Needs Analysis of agent through observation,
TL feedback, metrics etc.
• Build Improvement with : Feedback on coaching
assessments.
• Participate in Quality calibrations to ensure consistent
scoring & feedback delivery approach.
• Validate and Action Audit Alerts and subsequent Action
Plans.
• Provide motivation to individuals and teams to drive for
improvement.
Achievements
• CERTIFICATE OF EXCELLENCE five times in a row.
• CEC of the Quarter for two consecutive quarters.
/ – / TECHNICAL SUPPORT EXPERT DELL
INTERNATIONAL SERVICES
• Assisted in troubleshooting user problems relating to Operating System issues Winx, NT, and
Win , Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet
connectivity.
• Performed upgrades, installation of software and drivers and
essential desktop troubleshooting.
• Assisted onsite technicians with hardware troubleshooting
and local system upgrades.
• Provided effective and consistent technical support.
• IC Job Profile revolves around OnCall Tech Support for
Consumer Dell Systems.
• Maintain High Levels of Quality and Adhere to defined
Dell Standards.
• Focus primarily on Customer Excellence and First
Contact Resolution.
• Meet SLA’s and make sure all targets are achieved.
Achievements
• DELL ONE DELLOct
• SMARTSTEP AWARDOct
/ – / TECHNICAL SUPPORT DELL
INTERNATIONAL SERVICES
ASSOCIATE
• Support portables and wireless US CTS Segment.
• Troubleshoot Portable systems and dispatch the necessary hardware.
• Teardown of portable systems.
• Troubleshoot Wireless internet cards.
• Provided Training and Oncall support.
Achievements
• Technical support Agent of the quarter times in row.
PROFESSIONAL TRAINING
• Leadership Essence
• Certified Customer handling skills Trainer by Achieve global.
RELEVANT EXPERIENCE
/ – / CLAIMS ASSISTANT
CUNNINGHAM
LINDSEY –
[Australia]
• Worked under the supervision of Claims Manager.
• Customer service, to customers insurers and their
customers insured’s
• Ma

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