75ef3122-46b8-4442-9e43-88f74650b868

Andrew Smith

287 Custer Street, Hopewell, PA 00000
andrew_smith@example.com
(000) 000-0000

Professional Summary

  • Practical knowledge on business process, IT service management, ITIL concepts.
  • Proficient in Change Management, Incident Management, Problem Management, Asset Management and Knowledge Management.
  • Good understanding of ITIL Frame work. Strong knowledge of BMC Remedy 7.5, BMC Remedy 7.6 and Service Now and LANDesk.
  • Committed team player with strong analytical, problem solving, communication skills, and ability to quickly adapt to new environments and technologies 

Employment history

Customer Executive, Kihn-Terry. Kreigerport, Maryland
Jul. 2019 – Present
  • Create and schedule changes. 
Monitor change requests from GPS(Global Provisioning System). 
  • Acknowledge the change request and review the change Record to ensure required fields are filled out appropriately.
  • Contact/communicate with requestor in case rework is required. 
  • Ensure task acceptance and approvals in a timely manner by contacting task owners and approvers according to escalation guidelines. 
  • Follow-up on approvals based on the assigned approvers and ensure approvals complete. 
  • Coordinate for expedited changes with appropriate approvals. ·         Reschedule changes in case of expiry. 
  • Negotiate green zones and mediate scheduling conflicts. ·         Communicate with L2 Ops/ L3 SME team, if needed, regarding expected time to be approved (SLAs). 
  • Update change approval matrix with common changes and respond to the requestor in case of any queries related to approvals. 
  • Prepare and share daily shift handover report to the service delivery which contains QA rejection, emergency, business critical (expedited) missed SLA, list of changes with coordinating groups that are going to expired in next 24 hours.
  • Maintaining SOP documents and run books for all review services in scope and manage changes to documentation as requested by MGL. 

Senior Analyst, Zieme, Labadie and Yost. Port Maiaport, Colorado
Apr. 2016 – Dec. 2016
 Incident Management: 
  • Handle incidents efficiently in IT according to ITIL standards and ensure low/no business impact §  Driving all the incidents to proper closure within SLA by acting as a channel of communication between the client and technical teams with effective bridge calls. 
  • Document root cause for all the critical incidents which would help for quick resolution in future. 
  • Updated classification of incidents to be used for proactive problem management activities. 
  • Make sure 100% of critical incidents are related to problems. Change Management: 
  • Analyze and approve changes that are planned. 
  •  Ensure that the Change Requests go through all the phases and are implemented on the planned date as requested by Client within the SLA. 
  • Initiate changes that are required for the infrastructure and follow up on the RFC/CRQs until successful closure. 
  • Actively participating and driving CAB meeting. 
  • Verify PIR and close the change requests
Problem Management: 
  •  Creating problem ticket when required and assign appropriate investigation team for finding root cause. 
  • Regular follow up with the technical teams until the root cause is identified. 
  • Participate in regular problem review meetings and drive it to understand the current status of the problems 
  • Update KEDB when root cause is identified for a specific problem.

Education

Wehner Academy, Port Fanny, Alaska
B.E, Computer Science Engineering, Jul. 2014

Eastern Smitham College, East Garrettchester, Michigan
HSC, Computer Science, May. 2010

Toy Institute, Stiedemannmouth, Tennessee
SSLC, SSLC, Sep. 2008

Languages

English
Fluent

Kannada
Native speaker

Tamil
Native speaker

Skills

Incident Management
Experienced

Change Management
Experienced

SCRUM- Project Management
Experienced

Problem Management
Experienced

Certifications

6a9b01a6-a4a1-446a-bb8f-313976da1c64

Andrew Smith

287 Custer Street, Hopewell, PA 00000
andrew_smith@example.com
(000) 000-0000

Professional Summary

Proactive, friendly customer service specialist dedicated to meeting and exceeding expectations at every interaction.  Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business retention.  Actively seeking a customer service director role where I can utilize my education and experience to add immediate value to an organization.

Employment history

Customer executive, Konopelski, Fay and Reilly. Waldoton, Missouri
Dec. 2019 – Present
1. As a Executive , my role is handle jobs queries such as Add
    posting and Database.
2. Providing package details of add postings and database to the c
   cleints.
3. Volume discount management used to search the package
    history purchased by the client and arranging call back from
    service account manager.
4. Post add management 3 used to classify the add.
5. Ostl used to handle email queries.
6. Used resume builder for resume creation for premium
     jobseekers.
7. Google sheets used for handling reports of resume creation.

Travel Consultant, Smitham-Denesik. New Esmeraldaport, Idaho
Dec. 2018 – Mar. 2019
1. As a travel consultant, my role handle railway queries
2. Gathering PNR information from Agents across India and
    analyse the queries.
3. Classifying the ORIGINAL based technical and non technical
    areas and adressing the queries accordingly.
4. For technical queries used remote software to access the
    systems remotely and verify the latest Java, Browser and
    windows version compatible with via portal.
5. Spreadsheets used for handling reports of the resolved queries
    through email in synchronized sequence order.
6. Daily status report presentation highlighting the overall queries
    completion status.

Academic summary

The Roberts, Port Willieport, South Carolina
Bachelor of commerce, accounting, Aug. 2015

Stoltenberg University, Port Janethfurt, Maryland
2ND PUC, Jan. 2014

North Pacocha College, Schneidertown, Virginia
SSLC/ 10th, Apr. 2013

Skills

Basic excel

Customer managment

Multi tasking

Leadership

Computer and internet skills

Personal Profile

Declaration

customer executive

  • Call up the customer and schedule shipment delivery slot.
  • Handle inquiry calls.
  • Co-ordinate with Delivery agents and get the shipment delivered on time.
  • Handle customer complaints and ensuring its resolved.

customer executive

  • Contact customers to persuade them to buy our product by providing them assistance throughout the process.
  • Direct and coordinate activities involving organizing door-to-door sales, canopies in premium societies etc.
  • Helped company is building 3rd party sales partner network and drive significant numbers of sales from this channel.
  • Worked closely with Kent RO services (Partner company) sales team to drive our sales. 

customer executive

  • Recievings a Customers calls 
  • Solving the issues 
  • Replying the emails
  • Backend Work

senior customer executive

  • To record the opening and closing data.
  • Convey the data to the clients via mail.
  • To work on the schedule changes for the U.S. Market Airlines.
  • Work on the Sabre Tool (American Airlines Tool).
  • Connect with the different airlines executives for customers queries.
  • Also work for the Princess Cruises and help them with their schedule changes.
  • Ensure that the guests of the Princess Cruises have their flight confirmed before their cruises.

customer executive

  • In charge of overall purchase and sales order.
  • Learned myob software.
  • Real time resolution of Customer issues/ queries over non-voice media for Swiggy.
  • Reporting and trend analysis for priority and non priority issues for optimal resource utilisation.

customer executive

  • Maintain customers relationship with organization.
  • Create customers Database.
  •  Identify, develop, or evaluate marketing strategy, based on knowledge of establishment objectives, market characteristics.
  • Initiate market research studies or analyze their findings. 

customer executive

  • Recommend potential features or process to management by collecting user information. Serve as the voice of the customer, identifying and escalating common issues to products and engineering teams
  • Obsess over thoroughly resolving all customer support tickets
  • Build and follow communication procedures, guidelines and policies
  • Manage the support knowledge base and collaborate with the product team to create collateral (written help topics, how-to videos, etc) that guide user

customer executive

  • Planning the marketing activity  to generate the leads and to growth the business in nearby area.
  • Handling Team 
  • Handling tourist Visa
  • Resolve problems by clarifying the user’s complaint or carrier-partner via phone, email, mail or social media in real time; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution 

customer executive

  • Closing call and satisfying customers .
  • Processing the Franchisee commission.
  • Daily follow up with the client.
  • Handling Cash and Petty Cash and office expense.

customer executive

  • Local market research
  • Interacting and meeting with customers.
  • Evaluate and implement the most cost cutting distribution model for the company.
  • Identify and resloved problems of the PSR and RA.
  • Evaluate effective retailers in the area and build relationship to drive business.

customer executive

  • Continuously evaluated business operations to effectively align workflow’s for optimal area coverage and customer satisfaction.
  • Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues. 
  • Issuing International & domestic ticket from Portal.

senior customer executive

  • Dive deep into performance numbers, perform gap analysis and take data-driven actions to increase the customer experience and efficiency of your operation.
  • Be a passionate advocate for all riders and driver partners within the business, putting customer insights to good use.
  • Maintain excellent interpersonal skills and professionalism while delivering the best customer services.
  • Pilot new support products and modalities to constantly improve operation
  • Identify opportunities for additional resources
  • Work cross functionally, and internationally, to ensure alignment on goals, priorities and successful rollout of new initiatives. 
  • Support key initiatives across business teams to grow strategic and long term opportunities with various partners. This involves wearing many hats and jumping in to help teammates when the needs arise

customer executive

  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide products information.
  • Maintaining Client management records and reporting the progress of sale to  the  Manager.
  • Sending promotional mails to the clients.
  • Issuing Travel Insurance.

senior customer executive

  •  Selling Cruise packages.
  • Selling Eurail Tickets with the help of concern team.
  • Coordinating with passenger from the date of booking till Final Handover   regarding the payment collection, visa processing documents & Forex.
  • Processing the refund of passenger if any after client travel.

senior customer executive

  • Designing itinerary for long haul and Short Haul destinations (Domestic / International) .
  • Designing FIT itinerary.
  • Selling GIT packages for all destinations.
  • Closing the booking by providing suitable packages.
  • Confirming the package on system, parking  payment to the customer file as per the accounting standard.
  • Dealing with Operations to get the quotes and for confirmations.
  • Handling customers for Foreign exchange and getting it done from Forex team.

sr. customer executive

  • Handling Banking, NRI, Credit Cards, Elite, HNI Gold Clients
  • Displaying complete onus to the customers query – Cross Selling/up selling on set products
  • Coaching Team, Motivating & Developing Team members, conducting briefings
  • Taking over escalations real-time, Social Media Escalations, CEO Escalations ,Support Part of Elite Desk, Dispute Team
  • Coached new telephone agents on service techniques and provided scoring through quality assurance program
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations

senior customer executive

  • Providing information to customers.
  • Handling queries regarding modems(broadband).
  • handling queries for British telecom services.
  • A professional approach in answering calls and provide information about products and services.

customer executive

  • Attending calls and filling client requirement
  • Briefing about our product and quality service
  • Helping juniors to close the deal
  • Focus to complete the Target

customer executive

  •  Confer with customers by telephone to provide information about products or services, solve or report queries, process loans, and 
  •  Raising a ticket on behalf of customers to back-end team for particular error 
  • Review loans and policy terms,determine whether the customer is eligible for requested loans and process loans
  •  Turning particular transactions into Easy Monthly Installments- Emi’s and processing of loans on request 
  • Solicit sales of new or additional services or products, such as  credit cards.