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| Customer Service Analyst | | | Ref. Number: | CRM11406 | | |
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| Personal Information |
| Personal Profile: | OBJECTIVE
To pursue a challenging career, by utilizing my strong communication, analytical, logical and technical skills, in this globally challenged world, achieving excellence within the framework of corporate growth plan.
STRENGTHS
• Enthusiastic, Honest and Hardworking,
• Innovative with an Ability of Self-Learning and self-Motivation
• Sincere and Punctual
• Capability of leading, building and motivating a Team with my leadership qualities.
PERSONAL INFORMATION | |
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| Education: | Bachelor Degree |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | Customer Service Analyst |
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| Preferred Position |
| Preferred Job: | Account Manager |
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| Preferred Location: | Delhi, Gurgaon, Noida, International countries |
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| Preferred Salary: | 20-40,000 $ |
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| Education | Bachelor of Engineering in Electronics, KITS Ramtek , Nagpur University
63.94% Year of Passing-2002
Final Year Project
Project on 'Speech Analysis and Recognition: to analyze and recognize the syllable uttered by the user and the result being shown in the form of percentage match on the monitor.
12th CBSE Board , MVN,Faridabad
86.2%, Year of Passing-1998
10th CBSE Board, DPS, Ghaziabad
82.4%, Year of Passing-1996
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| Working Experience | CUSTOMER SERVICE ANALYST(December 2006 till date), Presently working as Customer Service Analyst assisting Customer Service Managers in Orange Business Services( Equant Solutions India Pvt Ltd).
Presently handling a voice account for a Red Carpet customer Hewlett Packard.
Responsibilities:
• Responsible for generating and presenting monthly Customer Reports including Availability Management reports, Capacity Management Reports, Change Management Reports, Outage Reports, Call Center Traffic Reports and Service Level Reports.
• To monitor and evaluate usage and traffic management services by production of reports documenting the network service levels, compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and doing trend analysis.
• To analyze the operation of corporate network and to report on Quality of Service, to submit and manage correction or improvement plans as and when necessary.
• Account for compliance with Service Level Agreements (SLA) and provide feedback to CSM.
• Effective liaison with CSM and working in conjunction with Field Ops engineering staff to monitor service performance and track chronic cases and work towards improving the affected services.
• To manage failures and planned maintenance in order to minimize the impact on operational services on customer services.
• To actively assist in data integrity for the assigned customers.
• To produce the Root cause analysis report for the customer in case of any prolonged outages.
Sr. TECHNICAL SUPPORT OFFICER, Convergys, Gurgaon , May 2004 till August 2006.
Provide technical as well as customer support in the Microsoft process offering comprehensive customer care and contact center services, including:
• Was working as a Sr. Technical Support Officer and used to deal with the Operating system queries of the customers and provide fast resolution to the technical problems via voice support as well as chat and email support.
• Maintaining team scores and achieving performance metrics
• Handling escalations for chronic cases
• Achieving SLA and targets set by client and working towards overall satisfaction of customers with the Microsoft services
• Mentored new joinees and guided them on how to handle the process and meet the satisfaction levels of customers and the client.
TRAINEE, Tata Infotech, Pune, June 2003 to April 2004. Worked as a Trainee in Tata Infotech and the main job responsibility was to handle network issues and also analyse and report on quality of service.
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| Other Skills | Operating Systems: Windows XP, ME, 98
Software Languages: C, C++, VB6.0, SQL
Computer Skills: Excel, Access, Word, Power Point, OS Troubleshooting
Tools: Clarify, Web-vision, Smart, Aravis, Gatekeeper
Certifications: ITIL Lean Sigma
Mass Communication:
Did a course in Mass Communication in which we were taught advertising, print media, electronic media, human communication and mass communication and also worked on some stories.
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