Jul 2020 – Jul 2022 · 2 yrs · Gurugram, Haryana, India · On-site

• Process Associate Concentrix, Gurugram July 2020 - July 2022
• Roles and Responsibilities-
• Customer Inquiry Assistance: Provided top-notch support by answering customer questions and addressing inquiries related to accounts, billing, and general service requests, ensuring a high level of customer satisfaction.
• Technology Guidance: Educated customers on Comcast’s latest technologies and updates, offering tailored advice to help them choose the best solutions for their needs.
• Technical Expertise: Delivered expert technical guidance and conducted detailed demo presentations, enhancing customer understanding and usage of the equipment.
• Issue Resolution: Played a pivotal role in identifying and resolving issues for both new and existing customers, maintaining a seamless customer experience and fostering long-term relationships.
• Communication Skills: Utilized excellent communication and interpersonal skills to effectively assist customers, ensuring clear and concise information was provided.

Apr 2018 – Sep 2019 · 1 yr 5 mos · Gurugram, Haryana, India · On-site

• Associate Zomato Media Pvt Ltd, Gurugram April 2018 - September 2019
• Roles and Responsibilities-
• Customer Query Resolution: Efficiently managed customer interactions via chat, promptly resolving queries within the defined Turnaround Time (TAT) to ensure high levels of customer satisfaction.
• Email Support and Escalation Handling: Handled customer escalations through email, providing timely and effective resolutions within TAT, which significantly improved customer trust and retention.
• Efficiency and Responsiveness: Maintained a high level of responsiveness and accuracy in addressing customer issues, contributing to the overall efficiency and success of the customer support team.
• Team Collaboration: Collaborated with other departments to resolve complex issues and deliver comprehensive solutions to customers, enhancing the overall customer experience.
• Process Improvement: Identified opportunities for process improvements and provided feedback to enhance the efficiency of the customer support operations.

Jul 2017 – Jan 2018 · 6 mos · Gurugram, Haryana, India · On-site

• Associate AT & T, Falcon Force, Gurugram July 2017 - January 2018
• Roles and Responsibilities-
• Inbound Call Management: Handled a high volume of inbound calls from customers, addressing a wide range of issues and queries related to products and services. Demonstrated excellent communication skills to clearly understand customer needs and provide effective solutions.
• Customer Query Resolution: Efficiently resolved customer inquiries, ensuring that all concerns were addressed promptly and thoroughly. Maintained a focus on customer satisfaction by providing accurate and helpful information.
• Escalation Management: Managed escalated calls, dealing with more complex and challenging issues that required careful analysis and problem-solving. Provided timely resolutions that aligned with company policies and enhanced customer trust.
• Effective Communication: Utilized strong verbal communication skills to interact with customers, explaining technical information in a way that was easy to understand. Ensured that customers felt heard and valued.
• Problem-Solving Skills: Applied critical thinking and analytical skills to diagnose issues, identify root causes, and implement effective solutions. Demonstrated the ability to remain calm and composed under pressure, even during difficult interactions.
• Team Collaboration: Worked closely with team members and other departments to resolve customer issues, ensuring a seamless experience. Shared insights and feedback to improve overall team performance and customer service processes.
• Adherence to Procedures: Followed established protocols and procedures to ensure compliance with company standards. Maintained accurate records of customer interactions and resolutions.