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Aakanksha Placement Consultants : Mumbai
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[QUOTE=Guest;149976]Zeba Azmi [b]Email [/b]: zebaazmi1988 AT yahoo.com Summary - Overall 31 months of Product & Process Training, Team Handling, Technical Support and Customer Service. Education - Graduate in Lifesciences (First class-65%) from Delhi University. - 12th (First class-68%) from CBSE - 10th (First class-79%) from CBSE Technical Skills Basic configuration of operating systems Troubleshooting for internet connections Basic knowledge of MS Word and Excel Certification Diploma in Business Management. Professional Experience Sutherland Global Services OCT.2010-jul2011. [b]Client [/b]: AT&T Technical Support Sr. Technical Support Executive- Level 2 - Co-ordinating and getting information from the trainers about the team performance, behavior and scores in assessment. - Handling the team, in Team leader’s absence. Maintain the data. - Understanding the customers’ concerns on calls and provide them with the best solutions. - Performing day to day analysis on Team performance and updating the same to the TL on daily basis. - Encouraging the team, building mutual trust, respect and co-operation among team members. - Provide highest level of technical support to the customers. - Clarify customers’ requirements; probe for and confirm understanding of requirements or problem. Meet customers’ commitments in a timely fashion. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. - Utilize all possible options to conduct through research and consequently work to provide resolution in the shortest possible time, at all times maintaining the highest levels of customer satisfaction. - Review open cases and provide technical guidance. Intelenet Global Services Nov.2009-April2010 [b]Client [/b]: Apria Health Services. Sr. Customer Service Representative Working on SOP development for any process change and rolling it all across the floor. - Verification of customers’ insurance and providing the assurance to the customers about the medical equipments that they have requested for. Tracmail AR Services Aug.2008-Nov2009 [b]Client [/b]: American Express Customer Service Executive - Outbound calls to the customers and informing them about their past due on the credit cards. - Understand the customers’ concern and provide them with the best solutions to take care of their payments. - Attend the Client Calibrations regarding the process updates. Accolades AT&T Excellence Award as a support consultant for Jan.2011 Excelled Targets for consecutive 4 months, Best Collector Award from June-August-2009 Attributes o Excellent Interpersonal communication and problem solving skills. o Willing to learn and innovate. o Ability to work and perform under pressure with effective time management skills. o Self Starter, positive attitude and flexible.[/QUOTE]
