Jayansh Verma

Professional with 3+ years of experience in the telecommunication and IT sectors. Demonstrated success as a Customer Relations Executive and Service Desk Administrator, with impactful roles at Vodafone & Wipro.

The Parcel Yard, London-Part Time Front Of House November 2023 - Present

• Provide menu recommendations, answer questions about food and beverages and handle transactions via cash & card efficiently.

• Engage in face-to-face, exhibiting professionalism and empathy.

• Handle customer complaints and feedback professionally, resolving issues to maintain high levels of customer satisfaction.

• Assist customers with inquiries and ensure a welcoming atmosphere.

• Manage reservations and coordinate with the kitchen and bar staff.

• Resolved a variety of technical problems concerning Outlook, Microsoft Teams, Workday, and Active Directory, documented on ITSM tools such as ServiceNow, leading to meeting 100% KPIs.

• Managed service desk operations and recorded all support activities, solutions, and outcomes in the knowledge base for future reference.

• Provided the best customer support efficiently, ensuring high satisfaction levels that increased customer satisfaction scores by 20%.

• Collaborated with IT teams to ensure optimal performance and reduce the average response time for customer inquiries by 25%. 

• Assisted customers with account management, including reviewing financial data and providing support for credit-related queries.

• Responded to customer requests for Vodafone plans, contracts and services resulting in a 100% response rate via calls, emails and chats.

• Ensured strict ID verification and compliance with data protection regulations through various channels, including phone & email.

• Conducted regular follow-ups to ensure customer satisfaction level this initiative led to a 30% increase in customer feedback.

University of East London, London — MBA September 2023 - September 2024

Managing Financial and Human Resources for Sustainable Business Success: Grade 74

Mental Wealth: Professional Fitness & Leadership: Grade 66

Marketing in the Digital Age and Corporate Social Responsibility: Grade 74

Managing Strategy, Operations and Partnerships: Grade 65

Applied Business Project (Dissertation): Grade 63

Business Simulation with Professional Development: Grade 65