Shubham Kumar Tiwari

Experience

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  MobiKwik

  Aug 2019 - Mar 2021

  Consumer operation

  1. Accountability-Ensure that customers are handled professionally by providing them accurate information about the products and services offered by Mobikwik. Also keep records of discussions and customer satisfaction (CSAT) ratings.-To keep the customer gratified while handling the chat. Also maintaining the high RR (Response Rate) and low AHT (Average Handling Time).2. Quality and Productivity-Ensuring productivity by making sure that the daily tasks have been achieved (300-500 Tickets).-Follow-ups with relevant SPOC for solutions to issues raised by customers and keeping the track of escalations and pending issues.-Assisting team members in day-to-day operational activities.-Lower Re-Open rates and Escalations for issues handled.3. Initiatives and Decision Making-Took initiative to update the templates in Mobikwik ticketing dashboard which helped in resolvingtickets and streamlined the work process.-Dealt with customers in difficult situations with confidence, patience, politeness, and diplomacy. Also handled multiple tasks simultaneously.-Handled critical situations with effective decision-making skills without support from managers keeping the company's policies in mind which could have been an escalation otherwise.4. Self-Management-Dependable and attentive towards my roles and responsibilities.-Highly committed while handling customers? complaints or queries. Show less

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  Motherson Technology Services

  Jun 2021 - Oct 2022

  Senior Technical Support Engineer

  SQL Server 2016Web Application support (one.Motherson.com / QC Portal / CMS edge / Face Recognition/ATS)Application Troubleshooting and Unit TestingMS Office and Advance ExcelDocumentation (Test cases, web application manual, Process Manual PPT, other support related documents)Unit Testing of web applicationInteracting with higher Management like CTO, COO, CFO, VP, AVP , CEO and other.Escalation Handling over tickets and E-mail.Maintaing AHT (Average handling Time) of tickets. Assigning enhancement activity on portals to the development team and keeping a track of it till deployment on live, stage, development server. Show less

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  Körber Supply Chain Software

  Mar 2023 - now

  Business Application Specialist