SHARMA SIVAKUMAR

• Handle Technical Escalation / Inquiries from Level 1 Agent & Team Leads from CAP
• Manage KPI for Parts Dispatched & Repeat Repair Work Orders for CAP
• Validate

Troubleshoots Done by Level 1 CAP Agents.
• Run Onboard Training for Overall GTAP / Technical Training for Overall GTAP / Technical Refreshers &
Product Training for CAP Agents.
• Focal Person for Monthly Modules & Agent Engagement with Learning
Programs from Lenovo for CAP.
•Work Closely with Technical Lead & Managers to Run Smooth
Operations.
• Develop Junior Agents Through Targeted Coaching and Mentoring,
Improving Capabilities and Competencies of Technical Team Agents.

• Assist Tech Lead with some of the tasks such as Work Force Management (WFM), Presentations for RRR & PPSN meetings, Tech MBR meeting & Bi-Weekly Cadence meeting for CAP.

• Backup Tech Lead & Manage The Team and Tasks While Tech Lead is Away or Out of Office.

• Validate Troubleshoots Done by Level 1 Agents.
• Validate Parts Loaded In The Work Orders Created by Level 1 Agents.
• Dispatch Work Orders Once Validation is Completed.
• Guide & Assist Agents Related To Technical Queries.
Perform Data Scrubbing Every Week To Validate Work Orders which Have
Repeat Request.
• Work Closely with Tech Leads & Managers to Control & Achieve Weekly
Targets.

• Take in Technical Inquiry Calls from Lenovo Premium Care Customers.
• Troubleshoot User Machines to Resolve Their Technical Issues.
• Perform Escalations Based On Case Requirements.
• Identify The Parts Required to Resolve The Issue.
• Create Work Orders and Dispatch Parts for Repair.

• Follow Up with Users to Ensure Their Issues are Resolved.
• Maintain Good Customer Experience.
• Follow Up with Team Pending Cases to Ensure Cases Handled
Accordingly.
• Guide Juniors Who Was Newly Hired

• To Handle Highly Disputive Escalation Cases.
• Attend Manager Call Request.
• Monitor Seller & Buyer Accounts.
• Be A Mediator to Resolve Conflicts Between Buyers & Seller
• Quality Control On Reported Accounts.
• Work Closely with Shopee Internal Team to Achieve Required Case Tasks

• Follow Up with Users to Ensure Their Issues are Resolved
• Maintain Good Customer Experience
• Follow Up with Team Pending Cases to Ensure Cases Handled Accordingly
• Guide Juniors Who Was Newly Hired To Handle Highly Disputive Escalation Cases
• Attend Manager Call Request
• Monitor Seller & Buyer Accounts
• Be A Mediator to Resolve Conflicts Between Buyers & Seller
• Quality Control On Reported Accounts
• Work Closely with Shopee Internal Team to Achieve Required Case Tasks
• Assist Buyer and Seller Regards to Any Inquiries Regards to Payment, Orders, Shipping, Return Refund and etc
• Assist New Hires with Mentorship Program Maintained Excellent Customer Satisfaction by Offering Friendly, Helpful, and Informative Customer Service
• Maintained Excellent Team Relationships by Helping Colleagues During Complicated or Difficult Customer Calls
• Followed Company Regulations, Policies and Processes
• Communicated with Customers Through Phone Calls, Online Chats and Emails to Assess Customer Needs and Provide Solutions.

• Singapore Telecommunication
• (Singtel) Assist Users with Their Billing Inquiries
• Technical Assistance for Device Configuration
• Assist Users with Their General & Product Inquiries
• Handle Customer Disputes Regards Billing Charges & Product Faultiness
• Provides Solutions to Customers According to Company Policies & SOP
• Work Together with Leads & Managers to Resolve Higher Level Escalations Disputes
• Achieved Highest Compliments & Best Agent Award for 2019 Business Year
• Received Recognition Certificate from Group CEO Himself During Awarding Ceremony which Took Place In Singapore on January 2020.

• Staff Management & Resource Allocation for Daily Operations
• Organize Corporate Events In Theme Park
• Training New Recruits & Existing Staff on Customer Service Skills / SOP Training for Attractions Available / Operation Training for Attractions
• Manage Staffs Attendance, Break Time, Meal Break & etc
• Technical Troubleshoots for Attractions if Necessary
• Maintain Good Customer Experience
• Fostered Positive Relationships with Customers to Maximise Satisfaction, Retention, and Experience.
• Person In Charge For All Attractions In Theme Park
• (20+ Attractions) Review Maintenance Schedules For The Equipments And To Ensure All Equipment Are In Good Condition & Safe For Customers To Use.
• Ensure Customer Safety Is Prioritized.
• To Ensure There is no Accidental Incident Took Place In Theme Park For Colleagues & Customers.