Resume

Sign in

Customer Service Technical Support

Location:
Kolkata, West Bengal, 700001, India
Posted:
October 18, 2016

Contact this candidate

Syed Kamran Hasan

Contact No.: +91-098********

E-Mail: acw3xz@r.postjobfree.com

Job Objective

Obtain a position as a team-player in a people-oriented organization where I can maximize my customer-service experience in a challenging environment to achieve the corporate goals.

Profile Summary

An astute and competent professional with nearly 11 years of experience in Technical support, Team Management, Troubleshooting and After Sales Operations

Associated with CE Info Systems Private Limited, (MapmyIndia), New Delhi as Assistant Manager

Expertise in handling escalation of complaints

Skilful at monitoring and motivating the workforce to enhance their efficiencies and assist them to deliver quality services to clients

Solutions-driven, customer centric professional with significant experience in handling all aspects of service functions

Resourceful at maintaining business relationship with clients / customers to achieve quality product and service norms by resolving their service related critical issues

Effective communicator and negotiator with strong analytical, problem solving and organizational abilities

Area of Exposure

Pivotal in improving customer satisfaction ratings through suggestions, development and implementation of new customized solutions

Managing service operations with focus on implementing policies and procedures wherein heading post-sale service operations, ensuring customer satisfaction and business retention

Streamlining operations procedures and advising management to adopt modern techniques, which help organization to maintain flawless system

Extending high-end technical support on various servers and ensuring high customer satisfaction levels through prompt re-dressal of their problems

Interacting with the clients to talk about the problems and request regarding the complex system issues

Organizational Experience

July’15 – Present Champion Networks (P) Ltd., Haryana

July’15- Present Member

Responsibilities:

Referring and making others join the company network.

Marketing money generation concept of the company on social media to generate new members.

Handling/training team who have joined the network.

Oct’07 – June’14 CE Info Systems (P) Ltd., (MapmyIndia), New Delhi

Growth Path:

Oct’07- Dec’09 Customer Care Executive for Technical Support (Inbound)

Jan’10- June’14 Assistant Manager

Responsibilities:

As Assistant Manager:

Handling a team which is responsible for solving customer’s complaints related to navigation products

Responsible for providing E-Mail support to clients for execution of their refunds, queries and complaints

Administrating company’s web interfaces like acw3xz@r.postjobfree.com and acw3xz@r.postjobfree.com

Responsible for customer satisfaction & building up the confidence of customer towards the product of MapmyIndia

Providing training to the team about the launch of new navigation products

As Customer Care Executive:

Attended and resolved complaints of customers related to navigation products

Supervised calls from team in regard to escalation of complaints and maintained daily flow of calls

Carried out demonstration of navigation devices to the customers

Highlights:

Exceptional no. of satisfied clients who wanted to speak with the team only related to the resolution of their problems/issues.

Map update process for navigation devices streamlined in order to make it easy and quick.

Provided free map update to customers in order to improve customer satisfaction level.

Feb’05 – Oct’07

Espire Infoserve (P) Ltd., New Delhi as Quality Analyst for U.K. Wireless- Vodafone, Orange and T-Mobile

Responsibilities:

Screening of incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization.

Providing feedback to assist in the creation of performance improvement goals and the development of training programs.

Monitoring of voice quality and product knowledge of different cellular provider plans and their offers, as well as whether representatives stick to their training scripts.

Check if a customer is satisfied with the results of the interaction, and end calls in a friendly and professional way.

Previous Experience

Jun’03 – Jan’05 Delhi Call Centers (P) Ltd., Gurgaon

Growth Path:

Jan’03 – Jun’04 Customer Care Executive (AT&T- Wireless Retail, Inbound), Sahibabad (U.P.)

Jun’04 – Jan’05 Quality Analyst, Gurgaon

Responsibilities:

Handled quality of T- Mobile for U.K. Process.

Responsible to take care of the verification calls from U.S.A for AT&T Wireless Retail Customers.

Screening of outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization.

Providing feedback to assist in the creation of performance improvement goals and the development of training programs.

Monitoring of voice quality and product knowledge as well as whether representatives stick to their training scripts.

Check if a customer is satisfied with the results of the interaction, and end calls in a friendly and professional way.

Highlight:

Recognized as the best performer for AT&T Wireless Retail Customers

Academic Details

1998 Bachelor of Arts (Computer Studies) from Canterbury University, Cheshire, U.K.

1995 12th from Bihar Intermediate Council, Patna. Secured 1st position

1993 10th from Bihar Secondary Examination Board, Patna. Secured 1st position

Other Credential:

1996 Diploma in Computer Studies from Informatics Computer Institute, Singapore

Training

General Management and Behavioural Areas training by Competitive Edge Consultants, Dwarka (New Delhi).

IT Skills

Well versed with MS Office (word, Excel, PowerPoint) and Internet Applications

Personal Details

Date of Birth: 5th January, 1978

Address: A/66/303, Shapooji, Spandan Block, Shukhobrishti, New Town, Kolkata- 700135 (West Bengal)

Languages Known: English, Hindi and Urdu

Passport No: M5425427 (valid thru 05.02.2025)



Contact this candidate