Tech Support Advisor II
Teleperformance
Total years of experience :3 years, 9 Months
Voice And Non voice (Technical support Advisor II)
* Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry
callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily
with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
* Handled different queues -Retention, billing, technical and customer service. Include outbound calls to collect /
resolve customer queries related to Adobe products
* Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all
areas (speed, accuracy and volume).
* Helped company attain the highest customer service ratings (as determined by external auditors)—earned
100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
* Commended for initiative, persuasiveness, intense customer focus and dependability in performance
evaluations
• Taking inbound calls of US customers solving queries relating to Downloading, installing and activating of windows 98, windows 7, windows 10 and office 2007, office 2010, office 2013.
• Troubleshoot computer problems of US customers by taking remote access of their computer and resolving certain problems related to any windows version activation or any office version activation and installation of any windows or any office version by using Microsoft Software
• Delivering service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
• Interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Following up and make scheduled call backs to customers where necessary
• Staying current with system information, changes and updates
Virgin media)
* Attending inbound calls of the UK customers and providing them the quick resolution of their Virgin Media
services.
* Handling queries of UK people related to Television and Telephone of Virgin Media Company.
* Answered nearly 150 calls daily from customers inquiring about product usage, billing issues, or general
company information.
* Received recognition on four different occasions for mediating conflict and keeping the business throughout
the process.
* Learned about eight different products and competently provided customers with information about each one,
complementary products, and suggestions for their usage.