Rishabh Verma

Experience

• 

  The Phone Support Pvt. Ltd.

  Jun 2015 - Apr 2016

  Technical Support Engineer

  My central tasks included:• Cleaned systems infected with malware, viruses, and other malicious software, ensuring optimal performance and security for customers' devices.• Provided technical assistance and troubleshooting for various software applications, resolving issues related to installation, configuration, and functionality.• Promoted and sold proprietary system cleaner tools to customers as part of the support process, maximizing revenue and enhancing customer satisfaction.• Conducted remote sessions to diagnose and resolve technical issues, guiding customers through troubleshooting steps and providing personalized support tailored to their needs.• Maintained accurate technical records of customer interactions, including issues encountered, solutions provided, and upselling opportunities, for tracking and reporting purposes. Show less

• 

  Walmart

  Jul 2017 - Apr 2018

  Customer Value Associate

  Few things I was responsible for:• Provided friendly and efficient assistance to customers, addressing inquiries, resolving issues, and ensuring a positive shopping experience.• Assisted customers with self-checkout and traditional checkout processes, including scanning items, processing payments, and bagging purchases.• Processed returns, exchanges, and refunds according to company policies, ensuring accuracy and customer satisfaction.• Demonstrated knowledge of Walmart products and services, including pricing, promotions, and availability, to assist customers with their shopping needs.• Monitored and restocked merchandise on the sales floor, ensuring shelves were well-stocked, organized, and visually appealing to customers.• Adhered to safety protocols and procedures, including proper handling of equipment, lifting techniques, and emergency response protocols, to ensure the well-being of customers and associates. Show less

• 

  Shaw Communications

  Sept 2018 - now

  • Led stakeholder collaboration initiatives to advance customer experiences through email communication strategies, leading to a remarkable 15% increase in first-call resolution rate and successful de-escalation of stressful situations.• Generated performance reports, demonstrating ownership of team performance, with a 10% improvement in Average Handle Time (AHT) and consistent attainment of KPI targets.• Implemented systematic follow-up procedures, resulting in a 9% decrease in average resolution time and resolving escalated advocacies, fostering customer satisfaction through personalized email and telephonic communication.• Advocated for customer-centric ticket prioritization, leading to a 15% increase in first-call resolution rate and improved satisfaction metrics, demonstrating ownership of support processes.• Directed virtual meeting training sessions, resulting in 12.9% more engaging virtual meetings and increased productivity, fostering ownership of virtual interactions among team members.• Leveraged expertise in hardware troubleshooting to train and assist a team of 30 technical support agents, resulting in faster issue resolution and comprehensive support across platforms. Show less Few things I was responsible for:• Maintained detailed file records, developed spreadsheets, google forms to highlight the performance of agents.• Designing Documentation Formats for ticketing system for documentation and escalations to Tier-2.• Analyzed customer feedback data to identify pain points and trends, guiding product enhancements that led to a 30% increase in first-call resolution and an 8.5% decrease in average handle time.• Implemented performance metrics, monitored trends, leading to a 30% improvement in first-call resolution and an 8.5% decrease in average handle time.• Collaborated on SLA development, resulting in a 10% reduction in customer churn and a 15% increase in service contract renewals. Analyzed call interactions using company software, prepared individual agent reports.• Led cross-departmental initiative, provided video directions, and monitored performance metrics, reducing onboarding process duration by 44%. Show less Few tasks I was responsible for:• Formulated and implemented strategic initiatives to enhance technical support efficiency, leading to a 40% reduction in escalations to higher-level support teams and a 20% decrease in average response time for customer inquiries.• Performed troubleshooting under given Average Response Time (ART) of 15 minutes per customer. Thoroughly documented interactions and performed customer follow-up.• Engage with customers on a personal level, maintaining empathy with senior customers assisting with system setup, troubleshoot and dispatch technician as per requirement. Show less

  • Technical Support Supervisor - Call Center Operations

    May 2022 - now

  • Quality Assurance Analyst / Team Lead

    Jan 2020 - Jul 2022

  • Technical Support Representative

    Sept 2018 - Jan 2020