Customer Service Desktop Support
Resume:
PRINCE JOHN
Hosham,*****
***********@*****.***
CAREER SUMMARY AND OBJECTIVE
Management and Customer Support Professional with 5 years experience in Managing sales, supporting customers, direct and indirect via inbound and outbound calls, background verification. Have good communication skills and worked as a team. Experience working in shifts to support customers in international time zones Fast learner for multiple software tools and IT systems to support the work.
Willing to work as a key player in a challenging and creative environment where could constantly learn and find solutions to problems.
TECHNICAL SKILLS
Microsoft Office, Windows, Tally 9.0, Internal Software tools.
WORK EXPERIENCE
Currently Working:
SENIOR POLICY HOLDER ASSOCIATE
CAPGEMINI AMERICIA INC.HORSHAM 19040, 02/10/2020
Provide quality and efficient customer service for LTC Policy Holder Services Operations in an office environment.
Assists the manager with Development, Analysis and Implementation of training.
Ensure LTC service calls are answered in a timely, efficient and knowledgeable manner.
Provide continual evaluation of processes and procedures.
Responsible for suggesting methods to improve Area operations, Efficiency and Service to both internal and external customers.
Able to make a change to an existing LTC Policy as per policy holder request like address change, name change, bank change etc.
Provide support for fellow team members by providing appropriate coaching, counseling, direction and resolution.
Ensure fellow employees have appropriate training and other
resources to perform their job. Respond to and resolve customer issues.
Work as a member of special or on-going projects that are important to area/process improvement.
Establish work procedures and processes that support company and departmental standards, procedures and strategic directives.
Communicate with upper management regarding department or employee
concerns.
Complying with company regulations regarding HIPAA, confidentiality, and private health information.
Previous Experience:
BPO SENIOR CUSTOMER SUPPORT ANALYST,
HCL TECHNOLOGIES, 01/2019 TO 09 /2019
Provide information systems technical support for complex customer issues.
Raise information, bug and feature requests to the development team.
Identify problems with information technology system operations and provide potential work around.
To provide technical support; answering support queries either onsite or via phone or email.
To maintain a high degree of customer service for all support queries and here to all service management principles.
To take ownership of user problems and be proactive when dealing with user issues.
To log all calls on the call logging system and maintain full documentation.
Respond to enquiries from clients and help them resolve any hardware or software problems.
CUSTOMER SUPPORT ANALYST,
DA TECHNOLOGIES, CHENNAI, INDIA 2015 – 2018
Support users in the use of Computer equipment by providing necessary training and advice.
To allocate more complex service issues to the relevant IT Support member.
To arrange for external vendor where problems cannot be resolved in house
Relevant 1st line / Service Desk and Remote Desktop support experience.
Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (XP / Vista / Windows 7).
Experience using and Microsoft Office (MS Word, Excel and PowerPoint).
Excellent telephone manner and face to face communication skills.
ASSISTANT SALES MANAGER,
IDBI BANK (UDS), KODAIKANAL, INDIA 2013 – 2015
Deals with Operation such as Cheque clearance, any change in contact details
Clearing of bank suspense accounts at the end of the day.
Cross selling the banking products such as Debit
Cards, Credit Cards, approving loans and Insurance as per the customer needs
EDUCATION
MBA, HINDUSTAN COLLEGE OF ARTS AND SCIENCE, COIMBATORE, INDIA
Major: Finance & Marketing
2010 – 2012
B.COM, KODAIKANAL CHRISTIAN COLLEGE, KODAIKANAL, INDIA
Major: B.com Computer Application
2006 - 2009
LANGUAGES KNOWN
English, Tamil and Malayalam
REFERENCES
Professional and personal references available upon request.
Contact this candidate