Vishal Dhankar

Experience

1. Customer Service Team Lead

   Watermark

   Aug 2015 — Present · Chandigarh, IN

   Supporting team members (across locations) with the quick resolution of client issues. Directly responsible for supervising a team of 6 to 7 Individuals and leading them to improve their speed of answer and quality in handling client request. Roles and Responsibilities:Assist Client Support Specialists to investigate, troubleshoot, and resolve client issues.Proofread responses as requested in a timely manner. Manage daily shift activities, including break management, leave management and work delegation. Mentor/Coach team members in 1x1s to facilitate improved individual and team performance.Collaborate with the support counterparts in other locations on a day to day process and support related activities. Investigate and resolve tickets to fill the resource gap within the group as needed. Recognize and escalate issues to the Senior Manager or other departments as and when required.Learn and remain up-to-date with the Watermark Software Suite. Demonstrate the ability to motivate team members. Handle day to day people issues for direct reportees and escalate to the Senior Manager. Work as per the published monthly roster and be flexible to work in a 24x7 environment. Be flexible to process changes and be positive towards change.Assist Senior Manager on quarterly reviews for the team members and share performance feedback.

Education

• Sikkim Manipal University - Distance Education

  Master of Business Administration - MBA

• Sikkim Manipal University - Distance Education

  Master's Degree, Information Technology, A

  2012 — 2014

• Sri Guru Gobind Singh College, Sector-26

  Bachelor's degree, Information Technology, A

  2008 — 2011

• GMHS SEC-29 CHANDIGARH

  10TH

  2005 — 2006