•Managing Broadband Fault's team, with the responsibility of successful implementation and day to day shift management of the agents on floor.
•Provide on the job coaching and training to develop and motivate team members.
•Set weekly/monthly targets and monitor team progress by reporting on staff productivity.
•Conduct monthly/quarterly reviews and annual appraisals in accordance with the    companies T&C guidelines.
•Conduct weekly call monitoring, focusing on both soft and technical skills and providing feedback to individual team members.
•Produce weekly report of all team members in terms of their productivity, ensuring phone login daily from 8.00am to 6:00pm GMT.
•Train new staff, create manuals and implement new ideas for positive customer experience.
•Liaise with supplier's and network operations for resolution of customer's broadband issue.
•Attend Escalation call from Suppliers and Customers if required.

•Providing technical resolutions to the technical team, under the direct guidance of L2 and Team Leader.
•Did call backs and follow ups for unresolved technical issues from Customer Facing Staff.
•Fulfil weekly/monthly/quarterly targets based on client parameters and team KPI’s.
•Train new joiners, come up with quicker and effective technical resolutions and implement new ideas for positive customer experience.
•Taking Inbound Calls of US customers availing Dell Desktop Computers and thereby providing technical resolution to any hardware/software issues on the Dell systems.
•Providing 3rd line Technical support which was beyond support boundaries and resolving    issues which were related to non dell products like printers,cameras, camcorders,mobile devices, flash drives, router/modem configurations and internal networking.

•Taking inbound calls of customers using Post paid Hutch Sim cards and Mobile phones on GSM network, thereby providing technical and non technical resolution.
•Providing general information to the customers for enquiries related to tariff plans, billing cycle, invoice explanation,roaming, message settings and prospect sales lead.
•Providing technical assistance and raising queries to Network team for issues related to calls,messages,mobile broadband,caller tunes and VAS.
•Providing advanced level of support for multimedia services like GPRS,MMS,WAP,EDGE,Dial up connections, configuration and settings on mobiles/Pc.

•Taking inbound calls of customers using Prepaid Tata Indicom Sim cards and Mobile phones on CDMA network, thereby providing technical and non technical resolution.
•Providing general information to the customers for enquiries related to recharge vouchers,call charge deductions, roaming, message settings and prospect sales lead.
•Providing technical assistance and raising queries to Network team for issues related to calls, messages, mobile broadband, worn out recharge vouchers, caller tunes and VAS.
•Providing advanced level of support for multimedia services like GPRS, MMS, BREW and configuration on mobiles/Pc.