Exim Associate
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Dynamic BPO professional with extensive experience in delivering exceptional customer service and operational excellence. Proven ability to communicate effectively, and foster strange interpersonal relationships while demonstrating leadership capabilities. Proficient in Microsoft Word, Excel and Outlook, ensuring seamless execution of tasks and projects. Committed to positively contributing to organizational goals and enhancing team performance through strategic collaberation.
Exim Associate - Swavin Business Consultants Pvt Ltd
(2009-05 - 2010-03)
Custom and Excise work for the companies like Blue Star, Tata Motors, and Sandvik Asia, did extensive filing work, maintaining record and email correspondence
Sr CSA - Firstsource Solutions Ltd
(2011-11 - 2012-05)
Handling billing and technical queries for British telecom giant Sky TV
Technical Support Officer - Convergys India Services Pvt Ltd
(2012-05 - 2012-10)
Handling billing and technical queries for Optus, a telecom company in Australia. Installed and provided troubleshooting steps and customer training for high speed internet and telecom systems. Troubleshoot issues related to broadband equipment, swiftly identifying root causes of malfunctions and implementing appropriate solutions. Improved customer satisfaction by efficiently diagnosing and resolving broadband connection issues.
Sr. Consultant - Sutherland Global Services
(2012-10 - 2013-06)
Handled customer service queries for AT&T, USA
Senior Process Executive - INFOSYS BPOL TD
(2016-09 - 2017-06)
Worked on a ticketing tool called Service Now, with IT SERVICE DESK for Louise Burger, USA extensive use of SFB. Enhanced IT service desk performance by implementing best practices, monitoring metrics and identifying areas for improvement. Reduced wait times for support by streamlining tickets management processes and prioritizing high-impact issues.
Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users. Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams. Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
Advisor - Customer relations - Tech Mahindra I.td.
(2023-01 - 2023-10)
Handles in-depth analysis of network-related queries with 3 Global Services. Further escalation matrix followed for 3 UK Tools: NU: Network Updater. CEM Wrapper, Resolve, ACS, Rowland, Amdocs CRM, Citrix, Fusion, Bold 360, Remedy on Demand.
We handle end-to-end troubleshooting with any available smartphone and home broadband device and find the issue with the help of the above tools. Managed high stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Consultant - Velocity Tech Sol India pvt ltd.
(2024-03 - 2024-06)
Managed application services, all HR support to US employees of ETS, a govt, backed educational institute in USA. Handled in depth HR queries for the educational institution ETS. Salary queries, pay slip, leaves etc. Tools used: PeopleSoft, workday, teams, service now 90% communication via email and 10% over direct call to ETS professionals via zoom,
Diploma - Foreign Trade - Garware College Pune (2008-05 - 2009-06)
BCOM - Pune University (2004-06 - 2007-06)
