Customer Care Engineer

CURRICULUM VITAE

House No - **, Block- F

Khanpur Extension,

New Delhi - 110062

Mobile: +919*********

SURIT ROY ***.*****@*****.***

OBJECTIVE

A position in an organization where I can make a long term contribution into the growth of the

Organization and as well as my individual growth. Also looking for working in a challenging

Environment and responsibility with an opportunity for growth success and learning.

Work Experience

Organization: - Magicpin(Samast Technologies) Current Experience

Designation: - Account Relationship Manager(Merchant Support)

Duration: - December 2018 to April 2020.

Position Description: - The Account Manager is responsible for maintaining and developing their own Merchant portfolio, with a keen focus on account management, follow up leads and maximize the potential for growth of the company business. At the top of the list are company stakeholders and managing client-focused projects to identifying new business opportunities and building solid internal and external relationships. Generate sales among client accounts, including upsetting and cross-selling. I have developed strong relationships with my clients and regularly exceeded quotas. In that I was also retaining a merchant who does not want to work with Magicpin.

The Roles: - The role involves significant interaction via (phone calls, e-ticketing, e-mail and chat sessions) with our merchants. I have experience working with multiple clients to quickly identify and resolve technical problems, connection method errors, and payment processing problems through fundamental working knowledge and advanced troubleshooting techniques. I have been trained in understanding my clients and their businesses very well, addressing their problems by proposing unique and innovative solutions. I manage my client’s requests, design new marketing strategies and proposals with my outstanding skills and experience. The position requires availability for possible overnight, weekday, weekend, and holiday work shifts.

Responsibilities: - The Merchant Support Associate will be respond to incoming merchant requests by striving towards one call resolution, evaluate the nature of each call and determine the appropriate action to resolve the issue. Ability to handle and resolve escalated merchants concerns. Create, edit and manage merchant cases using internal ticketing system, Utilize collaboration across multiple teams and takes pride and fulfillment in assisting merchants quarry on a daily basis. Submit daily reports on related activities to the operations team and managing them accordingly.

INDUSTRIAL EXPOSURE

Organization: - Amplifon India Pvt. Limited.

Designation: - Client Relationship Executive(Marketing Department)

Duration: - December 2015 to December 2018.

Roles & Responsibilities: - Properly directed inbound calls in phone queues to improve call flow, Making outbound data base calls & co coordinating with the customers. Attending escalation calls apart from taking normal calls. Solving customer query through different channels such as emails and over telephone and also e-chat. Handling leads from Justdial.com and also from Indiamart.com through online portals and managing end to end business for the same. Submit daily reports on related activities to the operations team and managing them accordingly. Conveying the client requirements to the team with regards to the process. Deals in hearing aid products & services.

Training Module : - Providing training to the new Joiners and help them to understand the whole process how to generate leads from different online websites and also to solve queries as per the standard KOP.

INDUSTRIAL EXPOSURE

Organization: - Navigant Technologies Private Limited.

Designation: - Sr. Customer Care Executive

Duration: - October 2014 to December 2015.

Roles & Responsibilities: -

1. Escalate unresolved customer requests, pass on contact for all inquiries either by phone or email, for further investigation and clarification. Always choosing the best solution to solve a problem, and also following up to ensure proper resolution.

2. Supervisory responsibilities - Handling employee issues, managing workflow, send follow-up emails, getting feedback from staff to provide a high level of support. Submit daily reports on related activities to the operations team.

Organization: - Navigant Consulting Private Limited.

Designation: - Customer Care Executive

Duration: - May 2012 to 2014 October

Responsibilities: - Handling customers query, reporting and follow-up customer’s problem to Junior Engineer, Assistant Engineer and Executive Engineer. Follow up to ensure that appropriate action has been taken on customer requests and complaints.

AREAS OF EXPERTISE

The most common important skills required are outreach from direct marketing, Account management, Outlook & Search Engine Optimization. Proficient in running successful method-oriented operations and taking initiatives for business excellence through process improvement, Non Voice, Semi Voice, Client Negotiation, Client Convincing and process enhancement management customer service.

PROFESSIONAL QUALIFICATIONS

M Sc in Mass Communication from NRAI School of Mass Communication Management and Technology, New Delhi (affiliated to Punjab Technical University).

ACADEMIC QUALIFICATIONS

2007 Bachelor of Arts (B.A.) from Tripura (Central) University

2004 12th from T.B.S.E, Tripura

2002 10th from T.B.S.E, Tripura

COMPUTER PROFICIENCY

Internet knowledge and tools, Computer application, Computer Networking, MS-Office, MS-Excel, Google Docs.

Strength

Hard-Working, Positive attitude, Punctuality, Strong determination, Ability to work under pressure, Comprehensive Problem-Solving abilities and interacting with people at any level.

PERSONAL DETAILS

Date of Birth: - 20th December 1984

Mother’s Name: - Mrs. Mukul Roy

Father’s Name : - Mr. Pabitra Roy

Sex: - Male

Nationality: - Indian

Religion: - Hindu

Marital Status: - Married

Permanent Address: - South Mirzapur, Belonia, South Tripura -799155

Hobby: - Online chatting with friends & listening to music

Languages Knows: - Bengali, Hindi, English

Declaration

I hereby declared above information given by me are true to the best of my knowledge and I can submit necessary documents as and when asked.

Date:

Place: (Surit Roy)

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