Sumit Srivastava

Mobile Number: - 70425 38300

Expertise: - Customer Retention, Customer Relationship Management, Team Handling,

Technical Support, Customer Service, National Escalation Team (Hewlett Packard)
LOB: Hewlett Packard, Dell, Nexidia, SoftCall, CallBox, Skype & Microsoft Domain

SYNOPSIS OF CAREER

Versatile, high-energy professional, offering 8 years+ of dynamic career in Technical Support, Customer Service,
National Escalation Team (Hewlett Packard); Having strong experience in Customer Retention, Customer Relationship
Management, Team Handling. The vast experience, immense knowledge of customer interaction along with ability to
work in a team to ensure customer satisfaction can aid in improving processes along with generating repeat business for
clients. AD-HOC KNOWLEDGE: - A to Z of GST Compliance, A to Z of Income Tax, A to Z of Payroll Processing, A to Z of PF
Compliances, A to Z of ESI Compliance, Professional Tax Maharashtra, Advance MS-Excel, HR Documentation, Right to
Information Act 2005, Raising Funding for Startups with in-depth knowledge of The Companies (Amendment)
Bill, 2020/IPC/CRPC/CPC Act.

1. Working with Concentrix Technologies India Private limited, as Senior

ACADEMIC DETAILS Technical Support Advisor for the LOB of Hewlett Packard.
➢ LOB: Hewlett Packard.
Title University Percentage ✓ Tenure (Since 31st October 2019)
MCA UPTU, Lucknow 68.81
BCA CSJM, Kanpur 66.17 2. Worked with “RC Private Limited” as EMAIL AND CHAT SUPPORT
12th UP Board 70.4 SPECIALIST, and part of National Escalation Team – Hewlett Packard Core
on above said parameters, providing LOB stream and standards with
10th CBSE Board 54.2
monitoring of Email and Chat Support communication with respect to
quality measures. Date of Joining from 10th April 2015 till 25th October
SKILL SET 2019.
➢ LOB: Hewlett Packard.
Sales Force ✓ Tenure (4 years, 6 months, 16 days)
CDax/Zoho 3. Worked as “QUALITY CONSULTANT” at Hyper Quality India Private
Open-Source Ticket Limited for the process of Nexidia and Hewlett-Packard from 15th
CRM Request System (OTRS) February 2014 to 31 March 2015.
KNOWN Jira/ Slack ➢ LOB: Hewlett Packard.
Magento ✓ Tenure (1 year, 1 month, 17 days)

Zen Desk
Power BI
WORKED WITH:
● Concentrix Technologies India
Private limited (Current Job)
● RCPL (HP PROCESS)
● Hyper Quality India Private Limited
● Dimension India Networks (P) Ltd
PERSONAL DETAILS
● Date of Birth: August 1985
● Salary: As Per Band/Industry
Standards
● Location: West Delhi
● E-Mail:
sumit.digital.world@gmail.com
● Notice Period: As per norms.
4. Worked for Dimension India Networks (P) Ltd, for SoftCall (VoIP Service
Provider) as “SENIOR TECHNICAL SUPPORT ADVISOR” from 01 March
2012 to 16thJanuary 2014 (Email & Chat process) through OTRS & PHP
Live.
➢ LOB: Skype.
✓ Tenure (1 year, 10 months, 16 days)
KEY COMPETENCY
** Deal with followings: -
1. Responsible for taking control of and resolving Complex Technical and
Escalated customer issues.
2. Documents and Simulates complex customer issues to find solutions and
fixes to customer inquiries and problems & may dispatch additional
service as necessary.
3. Provide Technical support with Issue resolution via Phone/Chat/Email
electronic medium.
4. Identify and provide inputs on unique (or) recurring customer problems.
5. Troubleshooting Procedures & Provide Knowledge base (Fast Forward)
feedback at all appropriate times to SME/TM.
 INFORMATION TECHNOLOGY 6. Maintains/builds relationships with other groups that impact the technical
aspect our support (Ex: Tier-3, Customer Care etc.)
SKILLS 7. Provide support to the clients in using system and OTRS applications.
8. Obtain through understanding of OS and software application operations
Title Tenure Duration related to OTRS offered services.
From 9. Develop strong customer relationships and will be responsible to resolve
Information 03
20/07/2009 to queries of the customers through e-mail and chat within the assigned TAT.
Security Months 10. Manage and take ownership of the resolution process for all customer
15/10/2009
From related issues.
Internet 11. Inform member of current promotions and new or updated products.
30 Days 19/02/2011 to
Security 12. Offer to call the customer at their convenience should they have
20/03/2011
Mobile and From questions that may be better answered over the phone rather than
06 through live chat.
Information 22/06/2011 to
weeks 13. Handling queries and grievances.
Security 06/08/2011
Web
From As a Quality Analyst: -
Application 60
11/10/2011 to
with Hours
11/11/2011
Security 1. Auditing as per the TMA (Transaction Monitoring Approach) – Inbound
and Outbound Calls and Chat.
2. Random audit (As per Business Requirement).
ACADEMIC PROJECTS 3. Compliance Call Audit (Short Calls, Unknown Calls, Prolonged Hold and
Dead Air) as per Business Requirement.

Title Duration Description • CALIBRATION

Data
Data 1. Forum Calibration and Blind Calibration along with the Quality Team and
Protection February
Encryption the Operations.
using 2009 To
Technique 2. Verification audit of External and Internal Failures.
Blowfish March
(BCA final
Cryptogra 2009
year project) •
phy EXTERNAL COMPLAINT AUDIT
Development
of Support 1. Root Cause Analysis of the External Complaint (External Complaint).
February 2. CAPA (Corrective Actions and Preventive Actions).
IT Service software for
2012 To
Help Desk IT service
April 2012
(MCA final • CALL BARGING SESSION / CALL LISTENING SESSION.
year project)
1. Random Call Barging of advisors for improving the Call Quality.
2. Arranging Call Listening Sessions as per Floor Team Scores to improve the
|| NOTES || Process.

• FEEDBACK SESSION

1. Individual Feedback session with the aligned advisors.

2. Weekly review with the Teams in order to give a team level feedback.
3. Sharing Updates to the team on Daily Team sessions and via mails.

• PROCESS CALL ASSESMENTS

1. Meeting the when they were in Training for the session related to Quality
and Compliance.
2. Being a part of the Quality Team assessing the Mock Call assessments for
the New Joiners. Finding out the internal error variance as per the score
and aligning the type of audit that need to be completed.
3. Following and implementing 8D methodologies & Initiating TnI and TnA.
4. Preparing the Weekly Quality Deck (PPT) which included - the Audit
Volume, Transaction, Pareto, Backlog Analysis, Internal Complaint Analysis
and External Complaint Analysis – 5Why, CAPA, Week on Week and
Month on Month Variance, Process Improvement Plan.
5. Attaining the Weekly Quality Client Calls.
6. Implementing Process Improvement Projects and working on tools – FTA,
8D, 5WHY, CAUSE AND EFFECT ANALYSIS along with the Process
Excellence Team.