Senior Customer Service Associate
Sky UK Limited (Firstsource Solutions Ltd)
Total des années d'expérience :14 years, 1 Mois
1) Worked for a reputed UK brand Sky for more than 8 years and handled Technical, billing and sales queries of Digital service, Broadband, SIM service, Mobiles, iPads, Tablets and Laptops.
2) Complaint management by providing the delightful resolution.
3) Order processing and making sales of Digital boxes with packages, Broadband subscription, SIM connections, Mobiles, Tablets, iPad and laptops of best brands Apple and Samsung.
4) Managed the team to achieve the business metrics (NPS, Sales, AHT, ACW, Transfers and first time resolution) and assisting the team be on top of our Targets.
5) Case management to ensure the follow-ups accurately till the resolution.
6) Billing Management, Bill explanation and taking payment as well educating the customers towards other payment methods
7) Debts management to generate the Revenue and billing system.
8) Moving home order processing to move the Digital and Wi-Fi services to New properties.
9) Team management to achieve the Metrics within SLA with 95% customer satisfaction.
I have worked for 4.5 years for one of the reputed USA Branded Telecom Providers, American Telephone & Telegraph (AT&T).
Providing multiple Toll Free Numbers and back end support for corporate Companies in US. Worked on Client Server Application (Example: Telnet, Citrix, Web and Non Web-Based).
Processing orders in order to Add, Disconnect or Change of telephone services as per customer’s request.
Investigating unbilled usage and missing cost of the client for the payment due
Towards the TFN and inform the client on the same and generates the revenue to AT&T by clearing the unbilled usage of customer.
calling up help desk to get account information details, which is located at Fairmont - West Virginia.
Follow-ups on the orders on a daily basis to add, disconnect or change the telephone service by maintaining the report in MS Excel.
Worked for one of the branded Telecom process (Tata Teleservices Limited).
Welcome calls and Bill Explanation call to new customers.
Handling Corporate Customers Billing Issues, Reworking Of Invoices.
Activation and Deactivation of the Tata Indicom Photon+ device.
Billing, Verification, Retention and other campaigns.
Making sure the team to meet targets within SLA.
I have completed Bachelors of Commerce from Pacific Institute Of Engineering and Management in 2015.