Customer service experience

SUMIT MAHAJAN

Visa: Tourist Visa

Validity: **th July to 15th August 2015

Phone No.: +971-*********(Dubai); +91-971*******(India)

E-Mail: *****.*********@*****.***; *************@*****.***

Career enhancement in customer services

A BRIEF OVERVIEW

An excellent communicator with strong analytical and problem-solving skills compounded with experience in working in a cross-cultural environment.

Worked as a Customer Support Engineer (Helpdesk) in Accenture India Private Limited.

2.5 years of experience in FIS Global (International BPO) for chat process as a Team Coach. Handling team of 16 advisors and also worked as a Quality Analyst. Giving customer satisfactory resolutions and achieving upselling targets.

Microsoft Certified Professional with nearly 7.5 years of experience in Customer Support.

Possess initial experience in installation and configuration of systems along with the security tools.

AREAS OF EXPERTISE

Client Relationship Management

Ensuring that the services are delivered to the client within the specified time frame.

Working towards achievement of optimal customer satisfaction levels as per the service standards.

Assessing client requirements and providing them with appropriate technology solutions. Ensuring prompt redressal of their complaints to achieve high customer satisfaction levels.

Achieving sales target by giving customers outstanding customer service. Suggesting customers better options by asking/ checking their requirements.

Technical Support

Attending to the network faults arising at client’s end, analyzing the faults through root-cause analysis and suggesting technical solutions for overcoming the same.

Coordinating with the network operations team to transmit accurate customer requirements and concerns.

Overseeing the functioning of networking operations to ensure adherence to the network operations standards.

Understanding the Hardware/Software issues at the client’s end and accordingly finalizing that.

Configuring outlook express.

Systems Administration

Overseeing installation of Operating System and applications on Windows, network and monitoring the same.

Devising strategies for Disaster Recovery Management by using ERD Commander.

ORGANISATIONAL EXPERIENCE

18th July 2014 to 15th July 2015 Accenture India Private Limited.

Role

GLOBAL Customer Support Engineer (Helpdesk/L1)

Ensuring that the services are delivered to the client within the specified time frame.

Tracking complaints, raising tickets via IVR, email and resolving the same within given SLA’s.

Doing 1st level troubleshooting with the customer and if needed provide the details to field engineer to check the issue.

Coordinating with the network operations team to transmit accurate customer requirements and concerns.

Updating customer the progress in mentioned time frames on email as well as calls for the related fault.

9TH Jan’2012 to 15th July 2014 FIS Global Business Solutions India Private Limited

Role

Team Coach

Chat Process

1.Quality analysis of 25-30 chats per day.

2.Giving feedback to the advisors.

3.Live chat checks.

4.Taking quality sessions.

5.Preparing Dashboard/Monthly Incentive plans as per the quality done.

6.Taking care of the SLA’s and upselling targets.

Aug’2009 to Dec’2011 Cybertronic Computer, Delhi as Desktop Engineer

Role

Installation of Operating System and applications on Windows - XP and Vista.

Installing & configuring network printer, scanner and other software / hardware devices.

Troubleshooting system related hardware issues.

Providing the complete software, hardware and network solutions to the customers.

Providing value added customer service by attending to customer queries and issues.

Sep’2007 to Aug’2009 Spice Net Ltd., Delhi as Desktop Support Engineer

Role

Accountable for providing complete Desktop Support/ Network Support and assigned user rights as per company policies.

Involved in the installation & configuration of LCD Projector, Video Conferencing for presentations.

Installation of Operating System and applications on Windows XP and Vista.

Installing & configuring network printer, scanner and other software / hardware devices.

Troubleshooting system related hardware issues.

Managing assigning of user nodes to various devices installed and networked, handling allocation and protection of user rights, as per company’s policies.

Notable Accomplishments

Pivotal in handling key clients like Engineers India Limited, Indira Gandhi International Airport, (Spice) Global Mobiles.

March’2005 to March’2006 Continental Device India Limited

Role

Worked in Manufacturing Area as a Quality Check Incharge.

QUALIFICATION HIGHLIGHT

Diploma / Degree 3 Years Diploma in Electronics and Communication,

(Board of Technical Education, Delhi).

CERTIFICATION

MCP (Microsoft Certified Professional)

PERSONAL DETAILS

Date of Birth : 17th May, 1982

Language Known : English & Hindi

Date: (Sumit Mahajan)

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