CAREER OBJECTIVE

Seeking to obtain a Customer service associate position with a professional organization that encourages independent thinking while staying true to the company's core values.

EXPERIENCE

Tata Consultancy Services

Sr Customer service representative

02nd Jul 2014 - Till date

Help Telstra customer with their queries & book new tech visits for fault in phone line. Raise NBN Trouble Tickets if there is an external fault in the phone line.

Then moved to Telstra Business took care of Woolworths phone line accounts in getting all the phone lines & internet services moved to NBN.

Also helps is customer with Technical help in installing the phone & modem

Hutchinson 3 Global Services Pvt. LTD,

Sr Associate

15th Feb 2010 - 18th Jun 2014

Worked in the Retention Department where customers used to call to cancel their services & I convinced they to stay & take a new mobile contract with 3G.

Due to business requirements was moved to Billing where I helped customer with Billing queries & buying add-ons & Change of Price Plans.

After the merger with Tech Mahindra was moved to iPhone Premier League Team where I handled all calls from Billing to Tech inquires taking care of customers billing issues to getting software issues fixed.

Taking remote access of the customers computer or laptop to connect the iPhone for a factory reset. Mentored the On-the-Job Trainees while they were in training phase

EXL Private Limited

Escalation Desk Excutive

24th Oct 2006 - 1st Oct 2009

Joined as a customer care executive for Dell where we used to help customer in tracking the laptop & cartridge delivery.

Due to business requirements was moved to All State Motor Club Retention & Customer service Department where customers called to cancel their services & we retained them also helped with billing & road assistance inquires.

Got promoted to Escalation Desk where i dealt with customers complaint & resolved them Audited calls & gave feedback to agents.

Took care of bottom quartile associates & guided them to match business requirements. Made C-Sat reports for the floor on weekly bases

EDUCATION

National Open School (CBSE)

Secondary School 50%

2003

National Open School (CBSE) Senior Secondary School 50% 2006

ACHIEVEMENTS & AWARDS

Been awarded with many certificates for being the Top Performance for the month

PERSONAL STRENGTHS

Very patient person

Always complets the job given

PERSONAL PROFILE

Date of Birth : 23/10/1987 Marital Status : Single Nationality : Indian

Passport Number : H7265297

Passport Date of Expiry : 30/09/2019

Known Languages : English, Hindi

Hobby : Dancing & Listening to music

REFERENCE

Clayton Cardozo - "Hutchinson 3 Global Services"

Team Leader ac72sv@r.postjobfree.com 992-***-****

Allen Dillon - "Tata Consultancy Services"

Team Leader ac72sv@r.postjobfree.com 992**-*****

DECLARATION

I hereby declare that all the information provided by me in this application is factual & correct to the best of my knowledge & belief

FIONA D'MELLO

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