Customer Service Representative

Denney Jose

Email: ***********@*****.*** Mobile: +91-860*******

Professional Summary:

• 8 years of Experiences in IT Senior Technical Support and BPO infra-structure with handling a BPO and Support team.

• Proficient in handing Escalated calls and providing level 1 Technical support to end user.

• Experience in provide consulting services on all technical support issues.

• Proactive and detailed oriented individual who works well under pressure and ability to align IT strategies with cooperate objects and excellent communication skills, both verbal and written.

• Able to deal effectively with individuals at all levels of technical support.

• Proficient in analyze and read technical specification, schematic, illustrated parts breakdown and operations and maintain procedure to research and select source to replace obstructed component with suitable form, fit and functions subtitles to support the operation of the application.

• Experienced to provide the best Customer service in both Inbound and Outbound calls

• Professionally trained to handle Dispute email and faxes includes handling disputes on Bankruptcy 11, 13 & 7. It may also include disputes on Taxes Insurance, Escrow, and Misapplication of payments in mortgage account. RESPA issues & Debt Validation Request

Professional Project Thesis:

Deem Software India Pvt. Ltd

Deem is a leading Commerce-as-a-Service company that connects a large and diverse ecosystem of customers merchant and partners across a one-of-a kind commerce network enabling them to lower cost, increase revenue and deepen customer loyalty.

Chevron/Ariba catalog management:

Duration: 24 Feb 2015 to present

Role: Senior Technical Support Consultant

Description:

Under a 24/7 Supervision provide support to the customer of Rearden Commerce/ Ketera/ Deem to resolve the issues of the catalogs and also was getting trained on a small expense configuration

Responsibilities:

• Assisting Buyer Users with various process of the catalog workflow. In order for them to generate the invoice for these catalogs which went live in Ariba.

• To do profile configuration as per the Buyer Users Request.

• To provide roles and permissions to Buyer Users/ Supplier Users.

• Research required information using available resources and provide step by step solutions and resolve any password or username problems.

• Identify and escalate the client issues priority issues as per the client specifications when the catalogs are overdue status and still or yet to be pushed to production.

• Offer alternative solutions to these Buyer or Supplier Users boost the resolution time with appropriate objective of retaining the customer.

• Expense Configuration:

It was setting up calls with the senior managers and accountants.

Taking them through the expense tool that we provided.

Configuration of employee IDs and customize configuration based on company to company.

After support once the customer is launched.

Mphasis A HP Company

Duration: 29 Sept 2012 to 21 Jan 2015

Role: Senior Customer Service representative

Description:

To deal with U.K customers and resolve any query regarding their billing, card issues on a priority basis. It may also include helping them with their on line account step by step. We as a team in CSR hub have access to over 94 million data items, which makes it easy for the Customers to bench mark and Compare the market and relate to us easily.

Responsibilities:

• Border responsibilities was to handle inbound calls and make sure that the customer gets a first call resolution

• .Key part of this role involves being polite, not to interrupt the customer while he speaks

• It basically extracts the best conversation with the U.K Customers it may be for their billing, general quires, complaints and any other basic needs like helping them to log into their online account by guiding them step by step.

Ocwen Financial Solution

Duration: Jan 2011 to June 2012

Role: Research Analyst

Description:

Basic Job responsibility was to handle all the Faxes and email quires that are coming into the queue. It was a critical job to answer or respond to them quickly as these were majorly disputes.

Responsibilities:

• Basic Job was to handle disputes that comes in on Faxes and emails

• .Main issues handled were Bankruptcy 11, 13 & 7. It may also include disputes on Taxes Insurance, Escrow, and Misapplication of payments in mortgage account. RESPA issues & Debt Validation Request

• The key part of the job involves to keep the TAT(Turn Around Time) in alignment to THE REAL ESTATE SETTLEMET PROCEDURES ACT of USA as it is a customer protection statue first passed in 1974 to help consumers become better shoppers for better settlement and to eliminate kickbacks and referral fees that unnecessarily the cost of certain settlement services.

• It also involves a complete research on the account before we respond to the customer on any issues to avoid any breach while their concerned quires are answered.

Aditya Birla Minacs

Duration: Jan 06 to Dec 07 and Sept 08 to Dec 10

Role: Senior Customer Relations Officer

Description:

To deal with the Canadian Customers and sell them Credit Cards Over the Phone and also have been a part of Balance Transfer Team to sell Balance Transfers with offers and negotiations.

Responsibilities:

• Broder responsibilities was to extract information from the Canadian Customers for Out Bound sales of Credit Cards.

• .Key part of this role involves being polite, not to interrupt the customer while he speaks

• It requires a lot of open ended questions which we need to research and find on calls itself to make sure we understand what the customer would require in order for us to sell the product.

• Basic role of a BT for the Canadian Customer is to help customers to pay-off their loans on other credit cards/loans/Mortgages on which they may be paying a higher interest rates. It also gives the chance of doing a PEFT to their own personal bank account and then make use of the same promotional rates.

• It was essential to make sure that the policy of Fair Trading Act (FTA) of USA are met.

• To sell the BT it’s an essential must that we pitched in the moderate rates that would give us hope to have the customer indulged in conversation in order to provide him the best rates of interests.

Personal Information:

Fathers Name: C.P. Joseph

D.O.B: 13 Oct 1981

Education: Class 10th CBSE from K.V.Donimalai 1998

Diploma In Mechanical Eng. 2004

Address: Krupanilayam, Plot #40, Manjushree Layout,

Anandapura, T.C.Palaya Main Rd, K.R.Puram P.O

Banglore- 560036

Languages Known: English, Hindi, Tamil, Kannada, and Malayalam.

Key Skills:

•Effective Communication Skills.

•Quick Learner, Punctual, sincere and Cheerful. Effective Team Worker.

•Analytical Thinker, Urge for Learning, quick Grasper, Creative

Achievements:

•Received a stellar performance award in 2006 for being among the top 10 bestselling agents.

•Applauded by the senior management and for the commitment shown in the work time as was able to work in extreme conditions.

•Had a best personal sale for 32 cards in 9 hours.

•Had a personal best of Transferring $2,09,000 in BT

•Was a part of a big campaign that lead a wave to activating 500000 dormant accounts with Capital One with in a time Span of three months.

•Involved in Projects for Suggestions for the Application Improvements of Auto Receipts Processing.

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