Education

2010-2012 HSC at Lords universal college

2012-2016 Bacholer of commerce at Arunachal University Of Studies

Experience

2012-2015 Customer Service Professional at Intelenet Global Services (Earlier known as Serco Global Services)

 Assisted customer with their tariff plans, bills, content packs / value add-ons and Provided end to end resolution to customers who enquire about their existing bill and connection details;
 Advised IT and Change Management teams to develop tools that provide visibility to associates to troubleshoot internet and content related problems;
 Handled RTM (Real Time Management) on Floor to control calls in queue. Provide effective service level targets set by the client;
 Manage disruption related enquiries for customer with regards to billing, issue resolution and accordingly process refunds if required;
 Supervised a team know as Welcome Team to interact with new people who newly joined the Vodafone Qatar Network;
 Handled soft collection calling to educate about overdue billing and plan details;
 Managed hard collection calling to educate customer about billing deadline;
 Managed and coordinated with Sales Team to help customers migrate from prepaid to postpaid to help get better benefits;
 Coordinated with a team known as Provisioning Team to provision customer’s account and create their Vodafone billing account through the system;
 Supervised a team known as Retention Team to retain customers from disconnecting or terminating their service and helping them get better understanding and benefits of their service;
 Supported and coordinated a team known as On Demand Team to organize VIP or Business customers accounts with their latest offers and changes;
 Managed and coordinated a team to resolve trouble tickets created for billing and service related issues;
 Managed and coordinated a team to recruite employees for voice and non-voice process;
 Floor walked for the new joinees and assisted them with queries or any other difficulties while on a call;
 Helped and coordinated a team known as WFM(work force management)to prepare weekly rosters;
 Also worked as an SME(subject matter expert) where I use to train and assist new team members of the team who reported to me;
 Send daily, weekly and monthly reports to team leader with regard to sales achieved.

2015-2016 Customer Service Professional at Tech Mahindra Business Services (Earlier known as Hutchison 3 Global Services Pvt Limited

 Managed, coordinated and controlled interactions between Call Centre Operations, Ericsson Network and Mumbai IT teams to minimize impact of any incident and thereby achieved desired KPI’s (key performance indicators);
 Advised IT and Change Management teams to develop tools that provide visibility to associates to troubleshoot internet and content related problems;
 Conducted customer satisfaction survey calls for Australian process;
 Handled second level escalation calls as per floor requirement;
 Provided customer service to Australian clients largely related to all issues with regards to their mobile phone;
 Assisted customer with their tariff plans, bills, content packs / value add-ons and also performed 1st level of technical troubleshooting.
 Received multiple appreciations from customers through emails.