Amal Prasad

• Responsible for recruiting, motivating, and managing a world class support team across multiple support channels.
• Monitoring and managing daily team performance consisting of 15 (Support I and Support II) members and individual staff metrics.
• Mentoring direct reports and junior staff members.
• Conducting regular 1:1 meetings with the team and managing all aspects of the annual talent review cycle.
• Providing weekly reports to the Manager on the performance and wellbeing of my team.
• Communicating observations on changes and trends to internal stakeholders such as Product Management, QA and development.

Achievements:

• Assisted the Technical/Customer Support Manager in specific tasks and side projects while bringing up areas of improvement in existing processes.
• Assisted in improving communication with customers by identifying missing troubleshooting articles and contributed to improve technical knowledge base as well as the quality of the team's support responses.

• Demonstrated a high standard of customer service across all support channels as rostered- Chat, Phones and Zendesk. (Frontline and Tier 2 views).
• Utilised consistent troubleshooting techniques to identify the source of customer issues and provided prompt and appropriate solutions quickly and effectively.
• Handled escalations and queries from Customer Support Specialist-I by maintaining a responsive presence in Slack troubleshooting channels and Zendesk.
• Maintained Zendesk as required e.g. reviewed and actioned tickets without SLA's expired call backs, identified incorrect workflows and actioned non-support related tickets.
• Assisted Tier III team with building and updating resources, training opportunities, providing feedback and tracking PT's.

Achievement:-

• Has won the "Make it Award" three times for going above and beyond the duties and tasks assigned.

• Responded to technical support queries from Lightspeed customers/retailers by emails, phone calls and chat.
• Coached the customers so that they could get the most out of the software.
• Created knowledge articles to maintain and grow the help centre and collaborated with Product Specialist and Team Leaders.

Achievements:-

• Assisted in the training of new Customer/IT Support team members and was assigned as their "Buddy".
• Was given additional responsibility of working with Billing team for handling payment and billing queries due to good performance.

• Greeted guests in with friendliness and professionalism.
• Responsible for managing stock and shelves and used SAP business client software to make purchase orders from Fonterra.
• Experienced in daily face to face customer interactions for solving queries and aided assistance.

Achievement:

• Acknowledged by the Reporting Manager as the best performing member in the team.

• Solved customer queries by tracking the money transaction status by contacting respective liaison offices for the respective country and provided customers the exchange rates for money exchange and wire transfers worldwide.
• Responsible for checking the availability of the Forex currency at worldwide UAE Exchange branches on customer request.

Achievement:-

• Ranked top 3 for the Customer Lead conversion.

• Worked for McAfee Antivirus software for North American Region.
• Assisted customers via remote access/desktop [LogMeIn] and maintained Oracle CRM on demand for handling customer tickets and contacts.

Achievement:

• Received several customer appreciations for resolving their issues in the least time possible and for the professional customer service experience.