This is my profileContact via CazVidMahesh
Looking for work in Bengaluru
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Competencies
Provided timely and accurate support through Phone, Email, Chat, ensuring SLA adherence.
Resolved technical issues logged in CRM systems, supported end users with hardware and networking queries.
Utilized CRM tools for case management, data entry, and customer interactions to improve support efficiency.
Assisted in training onboarding agents and supporting team operations to meet SLAs and improve service quality.
Monitored social media platforms for customer complaints, providing timely assistance and escalation where needed.
Education
Languages
Summary
Dedicated support professional experienced in technical troubleshooting, client communication, and team training within telecom and tech industries. Proven track record of managing escalations and enhancing customer satisfaction.
Key Achievements
- Handled end-to-end customer support, including escalation management and resolution via multiple channels.
- Trained and supported team members and agents in technical support and customer service processes.
- Managed social media complaints and feedback, contributing to customer satisfaction and product improvements.
Experience
Sr. Customer Support Associate / Collection Specialist
Respond to customer queries in a timely and accurate way via Phone, Email or Chat., Experience with Inbound/Outbound/Email/Chat Support., Identify customer needs and help customers use specific features as per company process and policies., Update our internal databases with information about Technical issues and useful discussions with customers., Monitor customer complaints on social media and reach out to provide assistance to get issue resolution on SLA., Share feature requests, updates and effective workarounds with Team members., Follow up with customers to ensure their technical or non-technical issues are resolved., Gather customer feedback and share with our Product, Escalations Sales and Marketing teams., Taking End to End ownership to close cases, Handling End user/Corporate escalations., Assist in training OJT agent’s requirements. Helping to support Inbound/Outbound/Email/Chat agents., Managing Team to maintain SLA., Managing & handling Consumers Customers /Corporate Customers escalations and closing cases., Worked on Excel/work, SAP CRM, Microsoft CRM.