• Handling the team to achieve certain target given by the management 

• Identifying and differentiating fraud versus disputes and filling appropriate case for customers cover the phone via chordiant dispute and lost stolen radio program. 
• Processing merchant block request through chordant CSC 
• Maintaining metrics such as Csat, Quality, AHT and Sales. 
• In early of August upskill to be a team leader

• Handling  Technical part
• Help customer  to refresh their connection
• Cool down angry customer
• Help customer to make report and send to technician
• On May being upskill to handling critical customer
• Floor support help guide new agents to create report with the system
• Handling supervisor cases

•  Handle Inbound Calls for TM (Telekom Malaysia) Unifi and Streamyx products and assist customers for their Internet installation. 
• Receive and consult customer’s complaints and feedback, creating and process customer’s orders, update report in system and escalate to relevant department(s) for further resolution. 
• Working with customer to identify internet problem and providing solutions. 
• Providing alternative solutions until customer gets satisfied.

• Greet and Service Calls
• Making Inbound and Outbound calls for both customer and Vendors (Capital One)
• Build rapport and listen attentively.
• Solve each customers concern in any ways possible.
• Administer upset customer, conflicts and challenging situation.
• Provide excellent service, exceeds expectations and build long-term loyalty.
• Team player and contributes with the group to achieve similar goals.

• Telephone sales representative.
• Provide product knowledge to potential customers.
• Process orders for customers.
• Retention of customers wanting to cancel services.
• Basic technical troubleshooting of voice over I.P. service.
• Triage for customers needing computer related technical support.

• Worked as a customer service Professional in Sitel India Private Limited for 41 months.
• Worked as a voice agent in solving customer queries related to Antivirus product, (Avast and AVG)
• Bagged several “Agent of the month” Award.
• Strong Analytical, communication and Written skills.

• Provide assistance in making and changing itinerary to Kingfisher Airline’s guests.
• Tackling customer complaints and resolving them.
• Mentor team to perform at performance levels at par with Pune counterparts to help create a single servicing platform for the process.
• Certificate of Excellence awarded for extra initiatives and efforts.
• Certificate awarded for successful completion of crisis management training by Kingfisher Airlines.

• Handling incoming Sales orders (data entry of information). 
• Servicing calls in an efficient manner. 
• Maintaining excellent schedule adherence practices, as well as consistently meeting or exceeding performance standards defined. 
• Demonstrate a pleasant and professional telephone manner. 
• Stay current on products, promotions and procedures. 
• Maintain an average talk time (ATT) to ensure callers receive the highest level of service. 

• Set up apointments 
• Check customers in 
• filed paperwork 
• Market new products inside and outside of an office setting 
• keep work area clean and organized 

• Process refund for a non-restricted account as long as they are asking a refund for more than 10 items
• Consistent a top performer of our team and get the post of rank number 4 before the account closed
• Since January 2019, I was a Customer Service Professional of Postmates (Order Placer) who call the merchants and place an order for the customer 
• Process order online

• Started as E-mail Support Professional for Wish Account (MD) for a month handle inquiries for Shipping and with the estimated time of arrival of customer’s order
• Highest in CSAT
• Arrange canned responses that help me in having a good CSAT score and shared it to my Team Lead and my co-teammates
• Submitted personal canned responses that were approved by the client 
• After a month, I was transferred to Zendesk (Regular Queue) who handles an escalated ticket both restricted and non-restricted account
• After 5 months, I was transferred to Zendesk ( Special Queue) who handles ticket for restricted accounts
• Process refund for restricted accounts, create a ticket to remove restrictions on their account

• Customer database updating.
• Rectification of address and detail on CRMs (Oracle).
• Reschedule of Monthly bill.  
• Customer KYC Updating.  

• Schedule and confirm appointments for clients, customer
• Greet visitors and determine which Tax Professional or Personnel individual they should be given access to.
• OSRI was also an extra interest that can be done for customers
• Basic networking commands like ping and ipconfig.

• Had dealt with  Canadian customers in processing sales for our products.
• Assisted customers with knowledge on our products and its features.
• Got ”Star Awards” two times during my career for making the highest number of sales in our process.
• Installing and troubleshooting anti-virus Firewall and browser issues

• Technical Support  L1 (Bell Canada)
• Internet Troubleshooting for Canadian customers
• Use of remote support tools like Logmein rescue
• Use of documentation tools like Remedy, CRM , Simple,BITS
• Handling 611 calls ( Telephone issue)
• Consistently exceeding performance metrics like AHT ,CSAT ,FCR
• Configuration of email clients like Outlook

• Currently working in Spares and Retrofit Department in Switchboard Factory in Siemens Kalwa Works.
• Job Role – Execution Engineer for Vacuum Circuit Breakers in Spares Portfolio responsible for all regions in India
• In Execution following activities are taken care-Manufacturing and Engineering for the required VCB.
• Procurement activities related to the concerned order.
• Customer Communication and Vendor communication.
• Workshop Assembly and Testing.

• Review insurance policy terms to determine whether a particular benefits is covered by insurance.
• Discuss Eligibility of a member/patient.
• Review claims adjustments with providers. Explaining why a certain claim was denied.
• Discuss status of an Appeal and explaining if the reason for appealing is valid or not.

• Utilized exceptional communication to connect with members, assess needs and present solutions
• Maintained member happiness with forward-thinking strategies focused on addressing member needs and resolving concerns
• Managing member concern about the dental plan
• Maintaining member account secured
• Utilizing website to help the member use self care services
• Providing information that member need regarding the dental plan 

• Working for an international business process outsourcing for a UK based program named Trainline.com. 
• Providing rail tickets and ferry tickets in and around UK which is divided into 4 parts.
• Dealing with pre and post sales queries with 16 different train companies including trainline.com
• Working under the retention department as well to provide after booking helps like cancellation of tickets, rescheduling tickets, lost tickets etc.

• Assisting guest with check-in procedures, including baggage handling and issuing boarding passes
• Selling tickets, processing ticket exchanges, creating and booking reservations
• Ensuring FAA, Company and Airport regulations are followed
• Enforcing safety/security measures and protect sensitive zones
• Accounting for cash and credit card transactions
• As directed, implementing standard procedures during overbooking, irregular flights and denied boarding situations
• Solicits volunteers to free up seats, re-accommodates by booking alternative flights and provides travel vouchers

• Assisting Travellers across United Kingdom for their reservations through different Train operating companies.
• Explaining passengers about benefits travelling through various TOCs.
• Briefing Travellers about operations and timings of the Trains. 
• Service Assistance and Customer Support.
• Handling Tele sales for passengers travelling in and around UK.

• Managing large amounts of inbound  calls in a timely manner
• Following call center “scripts” when handling different topics
• Identifying customers’ needs, clarify information, research every issue and providing solutions 
• Meet personal/team qualitative and quantitative targets

• Confer with customers by telephone to provide information about products and services or obtain details of complaints, directories to answer questions and provide information. 
• Listen to customer requests or complaint referring to and assist customer to solve the problem. 
• Assist customer with the troubleshooting steps. 
• Operate telephone switchboards and systems to advance and complete connections, including those for local or long distance.
• Perform clerical duties such as typing and sorting report.
• Keep updated with the directory information.