Social Sales Agent / Support - Broadway Travel Group - UK
(2024-07 - 2026-03)
- Respond to all incoming calls and effectively convert inquiries into confirmed sales using strong destination knowledge and persuasive communication.
- Manage and convert Facebook enquiries into qualified leads and successful bookings, contributing significantly to monthly revenue goals.
- Provide guidance to customers experiencing difficulties with online bookings, ensuring a seamless user experience.
- Sell customized international holiday packages, consistently meeting and exceeding sales targets.
- Oversee daily booking audits to ensure accuracy and compliance with internal procedures.
- Handle peak-season sales periods (e.g., Christmas, New Year, Summer) with professionalism and resilience in a high-pressure environment.
- Manage the full sales cycle for social media enquiries from lead generation and consultation to booking and post-sale follow-up ensuring a smooth and satisfying customer journey.
- Conduct comprehensive training for seasonal staff, ensuring smooth onboarding and proficiency in Broadway Travel systems and third-party holiday booking platforms.
Support Specialist/Analyst - Eye Care Leaders
(2014-06 - 2023-02)
Eye Care Leaders offer software (SaaS/Product) that Integrates the Management of both medical records and office Administration. Worked on MDoffice software, which was a Practice Management and EMR software service provider across US under Eli Group. (MDOffice was Acquired by Eli India(P) Ltd which is Eye Care Leaders now)
- Providing L1st/L2nd support for Doctor's, Nurse, Practitioner and Billers on issue regarding MDoffice PMS/ EMR (Client servers and Cloud) tool. Work on tickets received in Salesforce.
- Remotely assisting them with all Login issue, Patient registration issue, Report quires, Payor related issue.
- Collaborate with cross-functional teams, including developers and QA teams, to resolve technical issues promptly.
- Providing training session for Doctor's, Nurse, Practitioner on quarterly basis about Practice Management, TSYS, and EDI (WAYSTAR) tool and make them adaptive to the application.
- Understating the client's requirements and working with the development team to customizing the application and implementing the same at the client's end.
- Supporting the client after the product is implemented and handling issue and queries.
- Providing training to new team members about Practice Management, TSYS, and EDI (WAYSTAR) tool.
Customer Support Expert - Dell International Services
(2006-03 - 2012-12)
Total years of Experience: 6.9 years
- Handling customer's issues via email (KANA Tool) regarding missing, wrong, damage issues, my account issues, order status, credit request and return request.
- Acting as back up case manager and assisting the team members in resolving the customer's issues.
- Moved into U.S Voice process from April 2008 till 21st Dec 2012.
- Taking escalation calls, email's (KANA Tool) and providing the correct resolution to the customer's satisfaction.
- Providing the latest updates to the team and motivating the team to perform well in terms of productivity and customer experience.
- Received On the Spot award for Functional Excellence for the month of Jan 08 Q4.
- Received Customer Experience Star of the Month award for Jan 08 Q4
- Received Smart Step Team award for the Q2 FY'10
- Received Agent of the Quarter award for Q2 FY'10
- Received Agent of the Month award for Q3 FY'10
- Received Agent of the Month award for April FY'11
- Received Agent of the Month award for Sep FY'12
- Received Outage Champion of the Quarter award for Q3 FY'12
Customer Support Personnel - Trinity Electronics
(2000-12 - 2006-02)
Trinity Electronics offer service to Hewlett Packard Computers and peripherals
