Application Analyst
M*Modal Global Services Pvt. Ltd
مجموع سنوات الخبرة :10 years, 7 أشهر
Key Result Areas:
•Working on various different platforms like FFTM, MxSecure, FFP.
•Working on XML templates for server upload.
•Transferring customers from one platform to another without making any changes for the end user.
•Testing jobs for ensuring accurate results before uploading to production.
Highlights:
•Good performance in 6 months for the Organization has been awarded with bonus payment
Key Result Areas:
•Working for Microsoft Process as a Level 2
•Troubleshooting Windows OS and Microsoft Office and other software’s by Microsoft
•Providing on the spot solutions to technical problems faced by customers on a real time basis
•Provide voice as well as non-voice support to customers
•Ensure that the AHT, as well as QOS criteria are met on a daily basis
•Handled calls, emails and chat support for the customers
•Responsible for maintaining QOS(Quality Of Survey) while assuring excellent services
•Devise strategies to deliver technical solutions in a fast paced environment
Highlights:
•Received many awards during team challenges month on month
•Topped the on-floor voice agents team multiple times
•Moved to Level 2 support on Windows and Office within 7 months
•Received recognitions from the customers for good customer services
•Received “Superstar” Award in Reward and Recognition ceremony for Microsoft Process several Times
•Consistent scores in Quality and Soft Skills without a single fatal/failed audit
Key Result Areas:
. Polished my skills on customer service while undergoing training for British telecom
. Gained experience of providing customer service over phone while taking calls for 8 hrs a day
. Excelled at meeting my targets of ACHT, repeats and transfers from the beginning
CASA
Key Result Areas:
•Managed a team of 12 sales officers, monitored performance and supported team to ramp the business
•Handled current and savings accounts for the organization
•Accountable for the profitable achievement of sales objectives associated with the assigned market
•Worked closely with Customer Service and Field Marketing Executives to ensure customer satisfaction, and high levels of field sales support
Highlights:
•Enhanced customer satisfaction levels through measures such as regularly keeping in touch with the customers, providing them up to date information about any banking products from time to time
•Ramped up employee productivity through measures such as conducting various society activities and financial activities which had a resultant effect on the productivity of Sales Officers rising from Level 7 to 10