PROFILE :- Professional and dedicated individual with six year experience in Telecommunication industry ,Skilled in customer service and back-end processing, Specialized in Email and voice support
PROFESSIONAL SUMMARY:-
2021– Till Date:- Appen
Working as Freelance part time consultant in Search Engine Evaluation and data collection associated with Artificial intelligence projects in Appen.
2010-2013:- HOT COURSES INDIA LTD:-
Senior Data Analyst
Responsibilities-
- To surf through International Universities and colleges websites and collect information regarding the courses they offer.
- To provide information regarding their contact numbers, email addresses and websites.
- To provide correct information to the students for the streams they can choose and the eligibility criteria.
- To provide information regarding the fee details etc.
- To provide & update the information up to date on a yearly basis.
- Preparing reports regarding targets and doing quality checks as an additional responsibility.
2007-2009- WIPRO BPO:-
Senior Associate
- To deal with the ticket raised on One Siebel for activity 706 which is a part of Fault Management System.
- Check with the latest update on the fault progression through the back end systems like CAMS,CSS, launch pad etc and update it in the activity tracker in simple English text
- Chase with the appropriate queue control via email or phone call and provide the latest update on the fault.
- Deal with escalations raised on the trouble ticket.
- Handling escalation calls from front office and follow up on the status with the concerned team.
- Providing update to customer regarding the fault status through email and SMS.
2003-2007:-RELIANCE BPO LTD:-
Customer Interaction Executive.
- Handling customer service in the VIP Help Desk
- Handling escalation calls related to billing.
- Performing service reconnection, specialization international roaming.
- Escalating customer issues and requests to back office for processing.
Customer Response Executive.
- Handling front office calls related to various segments like prepaid, postpaid.
- Understanding the customer’s requests and problems and escalating the customers issue to concerned team or back office for resolution.
