Experience

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  Fusion bpo services

  May 2007 - Jun 2008

  Jr. cco

  Worked as an Associate and then promoted as a floor support.Provided support for Apple iPhone process in activating and billing issues.

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  Wipro bps

  Jul 2008 - Sept 2010

  Subject matter expert

  Technical Support and handling teams and giving training to New hire batches.

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  Fusion bpo services

  Oct 2010 - Mar 2012

  Quality analyst

  Auditing inbound calls.Providing regular feedback to agents to improve on quality scores and thereby improving process scores.

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  Dell international services

  Dec 2011 - Feb 2015

  Social media & community certified professional

  Certified as Social Media and Community Professional.Assisting customers with their queries, technical questions and issues.Providing global support to Dell customers.

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  Edulabs learning solutions pvt. ltd

  Mar 2015 - Apr 2016

  Operations manager

  Ensure seamless delivery of the programs at schools. The work includes planning, preparation and management of all resources required for program delivery. This also includes all related post-sales communication with clients starting from introduction to event scheduling, test-session planning, program delivery and client feedback. As a single point of contact for clients (Post-Sales), I need to esure to bridge the gap between internal departments (R & D, Content Development, Sales, Service) and client. Complete ownership of 'Program Delivery Pipeline', including the management of back-end service team and program delivery team.The work also involves end-to-end management of program delivery made through any alternate medium like a web-portal.Simultaneously working on projects for betterment of the organization.Also responsible for hiring new employees to our organization. Taking care of the account department as well. As a single point of contact for all our clients, I need to ensure that our clients are satisfied with our services. Brand Development. Show less

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  Convergys

  May 2016 - Jan 2019

  As a Floor Support (TSS), I help and mentor the team members within and in the team and help them in up skilling their tech skills. Apart from up skilling l also mentor them on important process metric as per the process requirements which can be changed and or added as and when required by Convergys or our clients. People Management is a key area of responsibility. Tasks also or can include taking escalations, scrubbing the cases and giving feedback as and when required or suggested according to process requirements. Tasks can also involve configuring customer’s computer systems, diagnosing hardware/software faults and solving technical problems, either over the phone or through emails, etc.Most importantly, as customers/clients cannot afford to be without the system, or individual workstations for more than the minimum time taken to repair or replace them, my technical support is vital to the ongoing operational efficiency of the company.Some tasks I am involved include-• Working with customers/employees to identify computer problems and advising on the solution • Logging and keeping records of customer/employee queries• Analyzing call logs so I can spot common trends and underlying problems• Updating self-help documents so customers/employees can try to fix problems themselves• Working with field engineers to visit customers/employees if the problem is more serious With a strong technical background, I should be able to explain complex information in simple, clear terms to a non-IT personnel. Additionally - • Ability to assess each customer/employee's IT knowledge levels• Ability to deal with difficult callers• Logical thinker• Good analytical and problem solving skills• Up-to-date technical knowledge• In depth understanding of the software and equipment your customers/employees are using• Good interpersonal and customer care skills• Good accurate records keeping• Completing Case scrubs as and when required and to maintain deadlines for same Show less

  • Team Lead Trainee

    Aug 2018 - Jan 2019

  • Technical Support Specialist

    May 2016 - Aug 2018
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  Concentrix

  Feb 2019 - Oct 2022

  • Deputy Manager Risk and Compliance

    Feb 2021 - Oct 2022

  • Team Leader

    Feb 2019 - Feb 2021
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  Grant thornton bharat llp

  Oct 2022 - now

  Assistant manager