Technical Support - Tech Mahindra - Manchester, Salford
(2023-06 - 2025-03)
- Managed and recorded member data and service requests accurately using RAC systems, ensuring data integrity and compliance.
- Diagnosed and resolved complex technical issues, significantly reducing downtime and improving client satisfaction.
- Provided step-by-step technical guidance to customers, enabling efficient issue resolution and preventive maintenance.
- Troubleshot network connectivity issues involving routers, switches, and related infrastructure.
- Collaborated with cross-functional teams to escalate and resolve critical technical issues within SLA timelines.
Renewals / Customer Service Associate - Concentrix - Manchester, Salford
(2022-03 - 2023-06)
- Delivered high-quality customer support in a fast-paced environment, improving customer retention for RAC Breakdown Cover services.
- Engaged with customers during renewal cycles, reviewing plans and promoting value-added services.
- Maintained accurate customer records and ensured compliance with company processes and standards.
- Handled customer queries effectively, ensuring a positive customer experience and timely resolution.
Process Trainer - Examity India Online Proctoring - Hyderabad
(2014-03 - 2021-11)
- Identified skill gaps and designed training programs to enhance team performance and productivity.
- Conducted onboarding and refresher training sessions, ensuring adherence to process standards.
- Evaluated training effectiveness and continuously updated training materials based on feedback and process changes.
- Monitored on-the-job trainees and provided constructive feedback to improve performance.
- Administered Product Knowledge Tests (PKT) and tracked trainee progress.
- Facilitated team meetings, one-on-one sessions, and performance discussions to maintain team alignment.
- Coordinated with HR and IT teams for attendance management and system access provisioning.
- Supported operations by conducting simulation exercises with leadership and quality teams.
HR Executive - Fair Links Staffing Solutions - Hyderabad
(2013-10 - 2014-03)
- Screened resumes and conducted initial interviews to identify suitable candidates.
- Coordinated recruitment processes including assessments, background checks, and interview scheduling.
- Maintained strong relationships with clients and candidates to meet hiring targets efficiently.
- Provided candidates with detailed job and company information, ensuring transparency.
- Collaborated with external agencies, colleges, and industry partners for talent sourcing.
Customer Service Professional - Sitel India, Microsoft - Hyderabad
(2010-09 - 2013-10)
- Provided end-to-end support for Microsoft Office product activation and troubleshooting.
- Handled inbound calls, emails, and chats while ensuring high customer satisfaction scores.
- Delivered personalized customer service and identified upselling opportunities.
- Utilized internal knowledge bases and tools to resolve issues efficiently.
- Maintained accurate records of customer interactions and service resolutions.
