Customer Care Software Developer

Curriculum Vitae

Varun Mahna

Email – adcwkg@r.postjobfree.com

Mob: 999-***-****

Career Objective:

To find a suitable position in the organization and strive to achieve more professional responsibilities utilizing my attitude and skills in an effective manner working towards excellence in delivery of service in an environment that promotes continual upgrading of knowledge and skills.

Core Competencies:

Strong Computer skills, specifically relating to banking software systems

able to quickly adapt to new situations and systems

Developing new streams for revenue growth and maintaining relationship with customers

leading, training and monitoring the performance of team members.

ACADEMIC QUALIFICATIONS:

Qualified Software Developer from the NIIT LTD.

Passed B.Com. (Pass.) from Delhi University in the year 2002

Passed AISSCE (10+2) examination from CBSE in the year 1999

Passed X from CBSE in the year 1997

Professional Experience:

1.Cyfuture India Pvt Ltd. (Sept 19 to Dec 19 )

Roles and Responsibilities :

Worked as a Business development executive, dealing with B2B US clients for financing automobiles.

2. Panacea Technologies Ltd. (Dec 16 to July 19)

Roles and Responsibilities :

Worked as SME, Providing technical Assistance to customers relating issues with

Laptop, Desktops, Printers etc.

Mentoring & coaching to the agents regarding the process.

Quality Check for Sales, Support & giving them Scorecards & provide feedbacks.

Taking team Huddle's for their goal, performances & achievements.

3.K CUBE INFOTECH LTD. (June 14 to Oct 16)

Roles and Responsibilities:

Worked as Associate, customer did purchases from the store for some amount through their card and not making the payment, and not living at their current address, we had to locate the customer.

Technical Process:

Receiving calls from existing customers who were facebook users, facing some

technical problems logging on facebook, printers, scanners, gmail etc.

Customer engagement to understand issues, manage customer escalations.

Customer reviews and feedback

Engagement with the banks & merchant service providers to manage chargebacks.

Handling escalations, refunds cases after analyzing & monitoring to calls & cases moreover managing a team who are into Upselling & Renewals of Existing customer’s

Mentoring & coaching to the agents regarding the process.

Analyzing report for Refund, Chargebacks & Hold Cases.

Quality Check for Sales, Support & giving them Scorecards & provide feedbacks.

Taking team Huddle's for their goal, performances & achievements.

Preparing roasters & managing week offs & leaves for the team.

4.Recruitment and managing team of customer care staff and train them to manage the process.

EXTRA CURRICULAR ACTIVITIES

Played Cricket and Table Tennis at state level.

House Prefect in School

Gaining and Imparting Knowledge

Personal Details :

Father Name = Mr. V K Mahna

Marital Status = Single

Languages Known = English, Hindi, Punjabi.

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