T Vijay Kumar

• Resolve IT related queries and concerns raised by the users and provide appropriate resolution handling access management based tickets•Also working as a queue manager for the team and providing training to the new joiners and handling team on 15• Preparing reports of previous days tickets

• To retain customers who generate port out requests or raise cancellation requests• Have to call the customers and try to retain them by providing them with sustainable retention tools• Moved as escalation specialist• Have to handle escalations queries raised by customers’ by contacting different touch points of Airtel • Handled Escalations

• To retain customers who generate

port out requests or raise cancellation requests• Have to call the customers and try to retain them by providing them with sustainable retention tools • Have to handle escalations queries

raised by customers’ by contacting different touch points of Airtel• Handled a team of 350+ advisors and resolve advisor queries related to product and process also create day to day

reports• Handling escalations

Imapct is that it helped us to reduce esclations, reduce the churn out of users' who have high age onnetwork

Reduce outgoing waivers

• My job role is to resolve IT related

queries and concerns raised by the users and provide appropriate resolution

• Moved to different project to GAM

team and had been handling access management based tickets

• Also working as a queue manager for

the team and providing training to the new joiners and handling team on 15

• Preparing reports of previous days

tickets received, preparing MTD, LMSD and last month recap reports which helps

the team to get prepared for upcoming days

• Impact is that reduced escalations, kept prepared for next day and making sure that manpower is available of the day even though we have unexpected leaves

• Mention key responsibilities that match the project description. Include explanatory phrases which includes why, how, where and how tasks are performed. Example: Managed a team of 5 sales reps to deliver monthly business targets.
• Mention measurable impact or results you helped deliver. Focus on the outcome of tasks. Example: Modified customer service support system to reduce complaints by 10%.