Ashwin Fernandes Email & Phone Number

Mumbai, Maharashtra, India

As an Application Support Specialist/Customer Support Associate at Carestream Dental, I provide technical support and guidance to users of various software applications. My duties include:• Installing, configuring, updating, and testing software applications.• Monitoring, diagnosing, and resolving application issues.• Providing user training and documentation.• Communicating with developers, vendors, and other IT staff to coordinate fixes and enhancements.• Escalating… Show more As an Application Support Specialist/Customer Support Associate at Carestream Dental, I provide technical support and guidance to users of various software applications. My duties include:• Installing, configuring, updating, and testing software applications.• Monitoring, diagnosing, and resolving application issues.• Providing user training and documentation.• Communicating with developers, vendors, and other IT staff to coordinate fixes and enhancements.• Escalating complex issues to senior support staff.• Documenting and reporting application performance and incidents.Tasks & Challenges:I ensure the functionality and usability of software applications by leveraging a range of technical and soft skills, including:• Providing support via phone, email, chat, or ticketing system.• Following standard procedures for logging, tracking, and resolving issues.• Managing multiple requests and deadlines.• Troubleshooting and testing applications in different environments.• Identifying and implementing improvements and optimizations.• Staying updated with software updates, patches, and changes.• Handling user frustration or feedback with adaptability and flexibility. Show less

Mumbai

As a Customer Sales & Support Agent at Emirates Airlines, I was dedicated to delivering exceptional service and ensuring the highest standards of customer satisfaction. My key responsibilities included:• Customer Service Excellence: Provided top-notch service by addressing customer inquiries and issuing Emirates tickets, while ensuring compliance with all airline rules and regulations.• Tariff and Product Information: Offered detailed information on Emirates' fare structures and… Show more As a Customer Sales & Support Agent at Emirates Airlines, I was dedicated to delivering exceptional service and ensuring the highest standards of customer satisfaction. My key responsibilities included:• Customer Service Excellence: Provided top-notch service by addressing customer inquiries and issuing Emirates tickets, while ensuring compliance with all airline rules and regulations.• Tariff and Product Information: Offered detailed information on Emirates' fare structures and related products, facilitating the booking process and enhancing the overall customer experience.• Journey Requirements: Educated customers on essential travel requirements, including passport, visa, and health regulations, as well as check-in procedures, to ensure a smooth travel experience.• Revenue Enhancement: Actively promoted additional services and products such as Skywards membership, Dubai stopovers, hotel bookings, and fare upgrades, contributing to increased revenue and customer satisfaction.• Service Improvement: Provided valuable feedback and suggestions for service improvements, driving initiatives that contributed to Emirates' success as a leading global airline.• Conflict Resolution: Skillfully de-escalated challenging situations with frustrated passengers, turning potentially negative experiences into positive outcomes and compliment calls. Show less

Mumbai, Maharashtra, India

SME & SupervisorAs a Supervisor:• Mentored new staff, supervised the floor, and managed escalation emails/calls.• Provided prompt, accurate responses to agent queries and resolved customer complaints, both verbally and in writing.• Monitored communication channels, shared actionable insights, and identified potential issues, offering feedback in the presence of team leaders.As an SME:• Trained new staff on processes and supported them with escalated… Show more SME & SupervisorAs a Supervisor:• Mentored new staff, supervised the floor, and managed escalation emails/calls.• Provided prompt, accurate responses to agent queries and resolved customer complaints, both verbally and in writing.• Monitored communication channels, shared actionable insights, and identified potential issues, offering feedback in the presence of team leaders.As an SME:• Trained new staff on processes and supported them with escalated cases.• Provided updates to the Team Manager on trainee productivity and efficiency. Show less

Mumbai

• Handled international inbound/outbound emails, chats, and calls for reservations, amendments, and cancellations.• Managed name corrections, flight schedule changes, and baggage inquiries.• Assisted customers with online booking and check-in issues, and supported travel agents with booking amendments.• Enhanced customer satisfaction and minimized escalations.

Mumbai, Maharashtra, India

• Auditing Data for the USA Radio stations. Generating Reports for the audited data.• Generating Reports for the discovery agents.• Verification of advertisements done for Discovery agents.• Conduct research as required to judge the authenticity of data.

Mumbai, Maharashtra, India

Daily task includes performing specific research & analysis to find out the various aspects of the company e.g., Identifying the parent company, date of incorporation, nature of business & various other aspects & reporting to management any recording problems of TV & Radio stations which ensures of smooth functioning of operations.

Pgdm In Service Excellence, Distinction

Advanced Diploma In Business Administration, Business Administration And Management, General, First Class