Customer Service Lead/Administrator
Power Group of Companies
Total years of experience :12 years, 2 Months
⇢ Mentoring team members and ensuring excellent and correct information is provided whenever required which is within the guidelines of the company
⇢ Reporting to the Executive Director in regards to any changes in official reports or any critical complaints left unhandled.
⇢ Using different CAFM software’s like EAM for Nakheel and IBM Maximo for other sites to update the complaints. Usage of E-Promis software for invoices and material requisition
⇢ Resolving complaints related to IBM Maximo raised by the users of the software and ensuring effective resolution is offered
⇢ Raising service tickets for each complaints and directing them to concerned individuals to get their problems resolved
⇢ Updating IBM Maximo on real time basis in order to keep a track of Open and Closed complaints.
⇢ Updation of IBM Maximo in regards to adding new user, new location, new asset, checking if server is working fine for uninterrupted service.
⇢ Listening to live calls answered by team members and providing feedback on real time basis
⇢ Conducing Quality Audits on regular basis and based on the results providing plans for the process improvement
⇢ Conducting feedback sessions for advisors on regular basis based on the calls answered.
⇢ Using different methods of feedback like Sandwich technique and direct feedback model of self-assessment based on the approach of different advisors and their understanding level.
⇢ Identifying the areas of opportunity for process improvisation and highlighting it to the Top Management for the overall betterment
⇢ Generation of complain reports on a regular basis and forwarding it to the Client as well as the Executive Director
⇢ Training new members of the department and ensuring efficient execution of the methods to be followed on each and every call
⇢ Attending emails and calls from clients who are willing to do business with our company and ensuring that the contact details are forwarded to the Business Development team
⇢ Following up with the Business Development team in regards to the feedback of the new business enquiries provided to them in order to keep a track of sale initiated through the Contact Centre
⇢ Attending customer calls who are willing to cancel their existing phone contracts
⇢ Understanding the core reasons for the same with appropriate questions and explaining the benefits they lose.
⇢ Advising them with better contracts with more benefits and value as per the requirements and selling them the new contracts
⇢ Also responsible for upgrading the existing contracts and providing detailed information without skipping any information which can lead to misguidance
⇢ Maintaining excellent quality on calls in order to provide the better customer service experience to get good customer satisfaction surveys
⇢ Maintaining all KPI’s in order to achieve the individual targets which contributes to the team’s score as well
⇢ Actively participating in the fun activities conducted by the volunteers for all the staff of the company
⇢ Troubleshooting of Microsoft products like Windows OS and Office applications escalated by Tier 1 technicians
⇢ Monitoring calls answered by advisors on floor and providing feedback on regular basis
⇢ Conducting mock call sessions in order to make the advisors understand the different scenarios observed on live calls
⇢ Taking assessment to understand which advisors are fit to take live calls and which advisors need further training
⇢ Ensuring that call ethics are followed on each and every call beginning from Call Opening to Call Closing
⇢ Strong feedback provided when critical errors are observed on calls such as Invalid Authentication etc.
⇢ Finding effective resolutions for different Microsoft products through R&D and sharing knowledge with training team
⇢ As per the criticality of the issue, remotely accessing the client's system in order to understand the error code and find an immediate resolution with the various research techniques
⇢ Seeking help from the Tier 3 technicians in case of complicated and sensitive issues which requires their attention
⇢ Expert in browsing and finding solutions for the registered complaints which are newly registered in the systems
⇢ Easily available to advisors to provide correct information and also maintaining composure under pressure of high call volume
⇢ Responsible for resolving complaints within the mentioned TAT and also informing the client if incase of any delay
⇢ Resolving issues in a clear, courteous and professional manner
⇢ Maintaining quality of service while attending each and every complaint to maintain quality standards of the company resulting in better growth
⇢ Easily approachable to the New Joiners and Tier 1 technicians in order to help them troubleshoot issues on real time basis
⇢ Attending customer calls in regards to the broadband plans and activation
⇢ Evaluating and responding to post sales calls and basic technical support as well
⇢ Accessing their account related information and discussing different benefits available
⇢ Activating the service required by the customer and also responsible in updating the billing information in the systems
⇢ Performing basic troubleshooting on the modem in case of slow signals or no signals.
⇢ Placing the request for new modems in case of consistent slow speeds observed by the customers.
⇢ Raising tickets with network provider Telstra for any faults in the lines connecting phones or broadband
⇢ Filling up the necessary forms in case of relocation of services to a new address in order to provide better assistance over the call.
⇢ Maintaining call logs of each call answered in order to avoid any errors while saving the information
BE University of Pune S.N.D COE & RC 2010-11 56 Higher second class
HSC Maharashtra State Board P.G. Junior College, Bordi. 2006-07 66.33 First Class
SSC Maharashtra State Board S.D.I.L.A, Dahanu 2004-05 76.66 Distinction