Customer Service Professional
SITEL
Total years of experience :3 years, 1 Months
Responsibilities :
•Working for AVG client.
•Highly trained in virus removal, virus immunization, core infrastructure of an anti-virus and anti-virus process and performance.
•Key role is to support AVG customers and to provide technical solutions.
•Handling live remote sessions in AVG customer’s computer to troubleshoot the technical issues related to AVG product installation/uninstallation, threat removal, slow pc, conflicting programs etc.
•The target metrics are 30 sessions per day with the Average Handling Time of 30 minutes. Here the concurrent sessions is 3.
•It’s a non-voice technical international process.
Worked for AT&T client.
•Highly trained in the infrastructure of internet, television and phone. Well trained in AT&T U-Verse products and their functionalities.
•Key role was to answer the chats and to resolve the technical Issues for the AT&T customers on a live chat.
•Handled live remote sessions in customer’s computer to troubleshoot the technical issues like slow internet speed, intermittent internet connection, client mail configuration, web mail issues etc.
•The target metrics was 25 chats per day with the Average Handling Time of 17 minutes.
•Here the concurrent sessions was 2.
•It was a non-voice technical international process.
Responsibilities :
•Key role was to install technical application on US and UK customer’s Android and IOS mobile and to answer their queries via live chat.
•Well trained in basics of computer hardware configurations, operating system, system boot up, system restore etc.
•Handled live remote sessions in customer’s computer to troubleshoot the technical issues like slow pc, virus detection, anti-virus installation, os installation, system restore etc.
•The target metrics was 35 sessions per day with the Average Handling Time of 24 minutes.
•Here the concurrent sessions was 4.
•It was a non-voice technical international process.
Responsibilities :
•Handled HDFC Life Insurance process in which the main key role was HDFC Dops (Document Operations).
•Well trained in Microsoft Excel, database management, IRDA online portal, HDFC life insurance products and their benefits.
•Also handled HDFC IRDA examination intimation outbound calls around 50 calls per day.
•Worked in Microsoft Excel, Adobe Photoshop and Microsoft word to generate the database for HDFC clients.
•It was a semi-voice domestic process.