Experience:
Cin7 Orderhive: Technical Support Specialist: August 2022 - February 2023.
Cin7 Orderhive is USA’s SaaS-based inventory management software allowing users to organize their Orders and inventory of their stocks.
- Responsible for attending customer calls, chats, or Emails and assisting in troubleshooting or product training about the software.
- Trained customers in creating new products, adding images, assigning SKU’s and all necessary information to manage stock.
- Helped customers to synchronize the software and online shopping platforms such as Amazon, eBay, Woo Commerce.
- Configuring the software and mapping with external shipping company accounts such as UPS, FEDEX or 3rd party logistics systems.
- Handled irate customers and solved problems when faced issue in the product.
- Assisted customers on their report creation by analysing and advising on creating correct customized reports as per their requirement.
- Assisted customers to troubleshoot/fix the inventory management software for e.g. Freeze screen, Blank screen, or Software lagging issues.
- Coordinated and scheduled periodic meeting with clients to add new feature request in the software.
- Coordinated with developers based on customer feedback to improve the software and clearing bugs.
Maersk Line: Customer Service Specialist: March 2018 - August 2022.
Maersk line is a shipping carrier dealing with shipping of goods by exports or imports for its customers from one country to another country. Nike, BDP, Sealink, Khuene+Nagel and etc are their customers.
- Worked for USA Exports department, answering to customer queries via Email related to their shipments, container status, goods declaration, or documentation procedures required for exporting the goods.
- Connected with finance team and documentation team to get status of invoice and bill of lading when requested by customers.
- Connected with inland team of trucker and rail to find out exact ETA of shipment as and when requested by customer within the turnaround time.
- Coordinating with the documentation team in manifesting the original bill of lading for customer with the documentation details received and issuing verify copy to customer on request.
- Provided high level of customer satisfaction and first point resolution.
- Used dashboard to track daily performance over the set objectives and ensure all the key performance indicators are met.
- Implemented agile methods which improved process and yielded better customer satisfaction feedbacks.
- Collaborated with different team members and optimized customer service process.
- Took ownership and performed multitasking in new process implementation of direct customer calling which reduced documentation manifestation error.
- Aligned new customized standard operating procedure as per customer request.
eClinicalWorks: MIPS Consultant Part of Business Analyst: September 2017 - February 2018.
ECW is an electronic medical record system software used by doctors across all the hospitals in USA. My position was Merit based incentive payment consultant, Business Analyst.
- As a part of Business analyst, trained doctors, and medical practitioners on using the functions in the software which will yield incentive when reported to government.
- Scheduled periodical meetings with clinical practice staffs to go through the reporting performed and correcting when needed.
- Reviewed reports before submitting it to government to ensure the data is correct, revalidating data and submitted year end reports to government.
Vodafone: Customer Service Senior Executive: April 2015 - August 2017
Vodafone is a telecommunications brand of UK supporting mobile plans, broadband plans to its customers across united kingdom.
- Addressed customer queries via live chat or call on customers concerns related to cellular Plans and pricing, billing, network issues and troubleshooting the devices or broadband devices.
- Worked in a call centre environment and followed the key matrix of Key performance indicators, customer satisfaction, Turn around time, Response time, Quality of service.
- Upsell new offers or schemes rolled by company and bringing business.
- Retained customers who were willing to cancel the contract by offering them special discounts on plans, ensured to attract and retain the customers.
- Enhanced productivity and customer service levels by anticipating needs and delivering.
- Taking part in escalation calls as and when indicated by the leader following the escalation matrix and ensure the customer receives a resolution as per business ethics but not at the cost of loss.
