Customer Service Manager
Resume:
LEVIN VINCENT
CUSTOMER SUPPORT ASSOCIATE
PERSONAL INFO
**************@*****.***
4_1_1158 bogulakunta Leela mansion 1st floor Abids Hyderabad 500001.
SUMMARY
* worked in international voice and semi voice process for 4 years and 6 months.
Key Skills Acquired are:
* Strong decesion making and Problem
solving skillss.
* Self motivator and lead others in a team environment.
* Excellent communication skills both in written and verbal.
* Able to prioritise task and workloads in order of importance.
* Track record of delivering results within deadlines.
* Able to take challenges and provide exceptional results. SKILLS
Customer Service
International Voice Process
Technical knowledge
Ms word, Ms Excel, Ms powerpoint
Google sheets, Google doc, Google slide
Networking skills (Lan, Wan, Wlan) configuration
modem, router, printer, mobile, smart tv wired and Hardware and software configuration for windows
Hardware and software configuration for mac os
Freight
EXPERIENCE
Technical Support Expert
Techmahindra
(Sep 2015 - Sep 2018)
Worked in a International voice process
* Handling customer queries related to internet and telecom issues.
* Providing best customer service experience while maintaining other metrics like CSat, FCR,AHT,ERP.
* Helping customers with better understanding of gadgets and resolve the queries on same.
* Supporting team members related to metrics and customer related issues.
* Supporting Team Lead and SME with disseminating the process updates.
* Provided on call support for critical issue as a second level supervisor ( in absence of SME and Team Lead) providing an exceptional experience and resolving the issues.
* Motivating the team to achieve high standards.
* Maintaining High departmental standards for quality and productivity metrics especially during the floor requirements. Customer Support Associate
Uber
(Dec 2018 - Jun 2020)
Worked for a International semi voice process
* Helping customers regarding the lost item and cleaning fee.
* Helping customers with the billing issues.
* Providing best customer support experience while maintaining the floor metrics.
* Taking up projects and completing it before the deadline.
* Handling given project and providing insights for the process improvements.
* Supporting Team Lead and SME in disseminating the process updates etc.
* Worked for the freight backend team for the billing update.
* Provided support in handling the invoice with other internal team Account manager.
10/10
8/10
10/10
8/10
7/10
CERTIFICATIONS
Google sheets essential
(2019)
Google sheet advanced
(2019)
Pro tools essential (2019)
LANGUAGES
English
Hindi
Telugu
Malayalam
Tamil
INTERESTS/HOBBIES
Traveling Crafts Video Games Writing
EDUCATION
Bachelor's(B.Sc(Computers/ electronics)) 64%
(May 2012 - Jun 2015)
st. josephs degree and pg college, hyderabad
Intermediate(MPC( maths, physics, 60%
computer science))
(May 2010 - Jun 2012)
St Mary's centenary jr college
Elementary(SSC) 70%
(Jun 1997 - Jun 2010)
All Saint's High School
AWARDS
Best associate award
Best associate award for multiple months in the year 2016 and 2017
Pat on back and Bravo award
Pat on back and Bravo award for the first quarter in 2017 Performer of the year 2017
Awarded as the best performing agent for the entire year Appreciation certificate
Awarded the appreciation award for maintaining 100% quality for the 1st quarter
Appreciation certificate
Awarded for maintaining the highest CSAT for the last quarter of the year
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