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Summary
Highly-motivated individual with strong analytical and technical skills with sound concepts of logic
Quick-learner and initiator, always being pro-active for process/design improvement
Extremely comfortable in dealing with the U.S., Canadian, North & South American and Australian clients
Also able to deal with clients from Asia Pacific Region
10 years of experience in Client Services environment
Worked at all positions from CSR to Team Lead, to Quality Analyst, to Product Trainer
Experienced in Client Success Management for SaaS also
Area of expertise also includes: preparing and presenting Specialized Technical Support Documents, flawless Communication and Process Implementation between Foreign Clients, Local Software Developers, and other departments of the company
I have ample knowledge of SaaS, business processes, policies and procedures of Contact Centers, Client Services and Software Developers and their dealings, which makes it easier for me to adjust to Client Services Department of all kinds of industries and businesses.
Projects
Experience
iOS Tier 2 Tech Advisor
My responsibilities as a Tier 2 Technical Support Advisor include the following:
Support Tier 1 Advisors with their calls according to set processes
Take ownership of Customer issues and work with them until successfully resolved
Highlight key areas in processes where improvement is needed
Assist Customers with their products: iPhone, iPad, iPod, Mac, Apple Watch, iCloud, Media services
Client Success Manager
• Client Account Management – Monthly Recurring Revenue $300
• Ensure Client Success with SaaS-based Products
• Conduct Webinars and Training for Clients
• Prepare Training and Support documents for specific clients
• Monitor and keep Churn Ratio below 2%
• Being proactive to reach out to clients to ensure satisfaction with product
• Answer queries via Zendesk tickets
• Coordinate with developers for feature requests and improvements
• Upsell features of SaaS-based products to expand ARPU (Average Revenue Per User)
• Reach out to decision-makers to show them value of our SaaS-based product for their business
Customer Support Executive
• To provide excellent customer service and technical support to the U.S. Customers for leading CDMA/GSM Cell Phone Brands and Landline phones
Customer Sales Executive
• To generate revenue by selling Lines of Businesses to the U.S. Customers over voice and non-voice channels: Phone & Chat
Transcription & Documentation Specialist
• Collaborate with Freelancers on UpWork/Odesk to complete projects
• Convert Audio/Video files into text with proper format and grammar
• Format/reformat documents to increase readability
• Create Help & Support documents for software users
• Create, modify and improve topic-wise online helpdesks
• Create GIF Animations & Annotated Screenshots for tutorials
• Collaborate with other writers/authors via SharePoint, Google Docs, Confluence, and Zendesk
Trainer - Client Services
• To train CSRs and Clients on Domain and Products.
• To coordinate regularly with clients to report, discuss and resolve issues for their Prepaid Product by providing possible solutions.
• To prepare and share Help & Technical Support Documents for clients.
• To Train new inductees on Product/Software and Prepaid Card Industry, Electronic Payments Domain
• To update local and remote floors with Client Requirements everyday
• To maintain and update training and help documents weekly
• To conduct refresher sessions and trainings after Training Need Analysis.
• To conduct Customer Service Training based on International modules.
• Lead Training Executives working at offshore facilities
• To highlight specific gray areas to be monitored by Call Quality Assurance Team
Customer Support Executive
