Experience as Assistant Manager Customer Service

• Employer

  Tata Consultancy Services

• From

  21 December 2011

• To

  28 January 2022

• Detail

  Customer Service Executive and Assistant Manager for the various projects onboarded by TCS
  
  • Assistant Manager – New India Assurance Project (2015-2022)
  Manage the team consisting of 32 members
  Providing support to customers via Email, Chat, Phone calls.
  Responsible for complete lifecycle of the ticket till closure.
  Induct and mentor new team associates.
  Lead and Participate in Internal Brainstorming sessions on Products, Services and Portals of New India Assurance to ensure correct query handling by all team members. Conducting interviews and trainings of new candidates.
  Perform audits of Chats and Emails to ensure 100% Quality of services delivered by team.
  
  • Sr. Process Associate – CITI India KYC – (2014-2015).
  Follow-up with customer to ensure compliance on KYC.
  Guiding customers on process to submit various document proofs.
  
  • Sr. Process Associate - Pre-Foreclosure Dept. for CITI Mortgage USA (2013-
  2014).
  Document Validation to be shared with Attorney via email prior to initiation
  of foreclosure.
  
  • Process Associate - CITI Mortgage Customer Service USA (2011-2013).
  Providing guidance and support on queries related to Mortgage, Refinancing and Escrow Account.

Experience as Senior Technical Support Officer

• Employer

  Sutherland Global Services

• From

  01 April 2008

• To

  16 December 2011

• Detail

  Customer Support for the Dell Process that involved
   Trouble Shooting Dell Hardware and Software via Inbound calls to Dell US Customers.
   Extended Support to Dell affiliated application and systems. Schedule On-Site appointments for Systems /Part Replacements.
   Responsible for Ticket lifecycle till closure.

Experience as Level 1 Support Executive

• Employer

  CONVERGYS INDIA SERVICE PVT. LTD.,

• From

  02 October 2006

• To

  21 December 2007

• Detail

  Technical Officer for providing customer support towards AT&T Telecommunication Services.
   Handing Inbound incidents from Customers for issues relating to Network
   Scheduling of onsite technician visits towards rectification of incidents.
   Follow-up till closure of the ticket, responsible for the entire ticket life cycle.