JASON GAVIN RODRICKS

To secure a position in an esteemed organization which would offer good advance potential challenges and opportunities to zoom my career growth contributing to the success of the organization.

• Impact Day lead.
• Deloitte 202O 10K Run volunteer and participant (completed in 56 mins).
• Maintained 0 UPTO hours for the year 2019-2020.
• Awarded 2nd place in Deloitte Sports for (Basketball, Volleyball, Football).
• Involved in (FSD KA project), by gathering KAs that have minimum information about the application.

• Deloitte Support Services India Pvt Ltd., Senior Analyst, Global Contact Center, 03/04/19 - present, US and USI Voice process., Interacting with customers and helping them to fix issues on internal applications., Assisting and troubleshooting., Effective and Timely Communication., Support all types of calls concerning problems with business applications., Based on my performance I have been moved to Support PPD Queue., Exceeded Quality metrics and Csat scores., Share and update knowledge with the team., Support and mentor new hires on Teams., Understand working under multiple skillsets like chat support, webform, email and phone interactions., Based on my performance I have been moved to a new role (Customer Advocate) supporting L2 (IRT)., Working as CA since 1 and a half year till date., Mentored newly joined France (Member firm) CA(Customer Advocate) with CA process.
• Sr. Analyst, IRT (Incident Resolution Team), 03/04/19 - present, Currently working as a Sr. Analyst in IRT (Incident Resolution Team), Possess deep knowledge in application support areas (Application Names/Geography) to provide advanced troubleshooting and resolve complex issues., Collaborate with customers and support teams to resolve escalated tickets, leveraging expertise for efficient solutions., Client Advocacy & Performance: Champion client success by proactively managing escalations, analyzing ticket data for MTTR improvement, and contributing to exceeding KPIs (customer satisfaction, efficient incident closure)., Foster strong relationships to facilitate knowledge sharing, identify contact drivers, and contribute to a robust knowledge base for improved FCR/CCR rates., Adhere to established processes, participate in pre-deployment testing, and change management, and identify trends for proactive issue escalation., Take ownership of unassigned escalations, monitor ticket queues, and demonstrate initiative by assisting frontline analysts., Deployments: Conduct pre-support model testing and UAT, and actively participate during Hypercare phases to ensure smooth application rollouts., Participate in war room calls, provide support during outages, and maintain analyst awareness through timely alerts., Actively participate in meetings to stay current on deployments and best practices, continuously enhancing ability to provide effective support., Collaborate with Level 2 colleagues and mentor them (if applicable) to foster a supportive learning environment.