Gaurav Soni Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

Wellington, Wellington Region, New Zealand

Some of my key responsibilities includes:- Identify and resolve complex customers’ requests as first and last point of contact.- Provide a welcoming, friendly and informative style of customer service and contribute to significant uplift in customer engagement and advocacy.- Manage customer complaints and, if necessary, escalate to a team leader in a courteous manner providing all customer information.- Coach customers on ANZ Australia’s vast range of products and services.- Educate and refer customers to the relevant product portfolios.- Work alongside a close-knit, energetic team with a focus on achieving and workplace engagement.

Grafton, Auckland

Some of my key responsibilities include:- First line customer support including first call resolution of customer queries primarily Technical support with some account support to the point of resolution.- Technical Calls related to modem configuration, DNS admin, VOIP, Broadband (Copper/Fibre), UCLL, email settings etc.- Assisting in live call customer escalations when required.- Maintaining Company standards within the departments.- Liaise between the customer , technical support (Level 2) and the sales force to resolve customer queries.- Monitoring team Trackers and ensuring we're efficiently following up while providing clear communication to our customers.- Analyzing and enhancing current processes, identify areas of customer improvement and evaluate the customer service experience.- Keeping up to date with new products, systems, and information, through our wholesale providers i.e. Chorus, Enable, North Power, etc.- Providing regular technical coaching and development to the team.- Train assigned employees in their areas of work including customer service related methods, procedures, and techniques.- Logging and monitoring of TED’s with Chorus.- Investigation into Technical disputes and TDR’s, dealing with customer escalations and offering customer focused solutions- Reducing NFF charges from Chorus through better processes, training and communication.- Lead by example and set a high standard of acceptable work ethic and attitude.

Grafton

Some of my key responsibilities include:- Provide Support for Compass broadband (ADSL/UCLL), and third party carriers (Call Plus/Chorus MSANs/UCLL and baseband IP with Radius investigation.- Configure customers’ routers, resolving DNS issues and providing support for Compass Mobile services.- Help customers with Email setups with various protocols (POP3/SMTP/IMAP) on various email clients- Troubleshoot, log and manage reported faults to 3rd party suppliers (Chorus, UFF, Enable, Northpower etc.).- Help Customers with their accounts and billing queries.- Provides support, education and guidance in the deployment and maintenance of computerinfrastructure and the diagnosis and resolution of technical problems and issues.- Identify areas of customer service improvement and evaluate the customer service experience.- Promote Compass product & services where the opportunity exists.- Assist customers ordering products & services.- Resolution of customer queries promptly and successfully.- Keeping up to date with new products and company information.

Auckland, New Zealand

Customer Service.

Diploma In Information Technology (Multimedia), Web Page, Digital/Multimedia And Information Resources Design

Diploma In Information Technology - Support & Operations - Level 7, Information Technology, A

As a student in TIA i learnt Adobe Photoshop, Illustrator, Premiere, Flash, Dreamweaver, HTML.

Bachelor Of Computer Applications, Information Technology, A

Activities and Societies: Dance and Drama group member.All basic knowledge of computers with programming languages like C, C++, ORACLE.