Neil Narayan Email & Phone Number

Tauranga, Bay Of Plenty, Nz

Tauranga, Bay Of Plenty, Nz

Multilevel Technical Support: Delivered comprehensive technical support for levels 1, 2, and 3, addressing issues related to domains, web hosting, and occasionally, WordPress, ensuring optimal customer satisfaction.Abuse Report Management: Effectively processed and managed a range of abuse reports, including Phishing, Child Abuse, and DMCA Takedown, while also overseeing the implementation of WIPO and UDRP decisions.Payment Solutions: Proficiently resolved payment gateway challenges, specializing in processing refunds and handling chargeback disputes, ensuring seamless financial operations for customers.WHMCS Module Management: Took ownership of the WHMCS Module, leading bug identification, ticket troubleshooting, documentation maintenance, and continuous testing with each update to ensure platform stability and functionality.Training & Development: Played a pivotal role in onboarding, training new Customer Support personnel, ensuring they were equipped with the necessary skills and knowledge to excel in their roles.Process Optimization: Spearheaded initiatives to refine and enhance organizational processes, driving efficiency and effectiveness in support operations.Chatbot Implementation: Successfully implemented a chatbot system to serve as the primary point of contact for chat queries, drastically reducing the initial response time and enhancing user engagement.Customer Satisfaction: Earned numerous accolades, including multiple 5/5 Trustpilot reviews, a testament to the exceptional customer support provided.Automation & Scripting: Leveraged Python scripting to automate the processing of bulk spam tickets in the Freshdesk ticketing system, streamlining ticket management and reducing manual intervention.Documentation & SOPs: Authored a comprehensive Standard Operating Procedures Manual, serving as a key resource for both new hires and existing staff, enabling faster ramp-up times and consistent service delivery.

Fiji

IP Phone System Configuration: Tasked with both basic troubleshooting and configuration of Mitel IP phone systems, ensuring consistent communication and minimal downtime.Unified Communication Suite Expertise: Managed and configured Mitel’s unified communication suite applications, enhancing the company's communication infrastructure.SIP Line Investigation: Conducted detailed investigations of SIP lines to identify and resolve issues, ensuring seamless voice communication.Packet Tracing: Utilized packet traces to isolate various call quality issues, such as drops, static, and lag, ensuring the highest quality of voice communication for clients.Daily Hardware Troubleshooting: Addressed daily hardware challenges associated with Mitel IP phones, ensuring that hardware issues were swiftly resolved.Client Interaction: Engaged in live calls with clients, addressing their concerns and issues in real-time and ensuring their satisfaction.Remote Desktop Support: Provided remote desktop support to clients, demonstrating a proactive approach to resolving issues without the need for physical presence, leading to faster resolution times.

-Ensure all projects and tasks associated are concise and targets achievable-Report on progress to stakeholders-Ensure all project documents are updated and organised

Sydney, Australia

-Setup a training plan for the AI brain-Continuous AI testing and training to ensure the AI picks up the required fields and variables.-Research on other AI products-Create, train and deploy multiple bots via Dialogflow

Fiji

Maintain a high level view of all tasks across the entire business as well as coordinate team members responsible for Ad-Tech projects-Master Asana to maintain team tasks and milestones and deadlines-Report on progress to stakeholders

Fiji

Campaign Management-Setup of Campaigns (CPM, CPC, CPL) in Lead management platform-Oversee approval and distribution of creatives-Campaign Monitoring, Reporting and evalution-Plan, buy and manage online media campaigns-Manage in-house campaigns and oversee partners-Provide presales support and develop media strategy proposals

Fiji

-Sales Acquisition based on targets-Marketing for Web Development-Publisher Management: maintaining existing and new network relations-Pipeline Development of client revenue as per targets

research on migration and diaspora engagementdevelopment of a migration initiativeresearch on countries that are favorable and welcoming to migrants in terms of economic and education opportunities and are also sensitive to ensuring human rights.

-Conducting research on youth engagement and technology in Fiji.-Representing Fiji council of Social Services at the Sendai Framework on -Disaster risk Reduction consultation workshop, National Substance Abuse Advisory Council annual review meeting, Tebara Fesitival, Nausori Rural Womens Association Event: Empowering Rural Women and National Hindu Conference.-Implementing programs such as the action/2015 campaign, Beyond 2015, Help Age International Age Demands Action on Rights, Vodafone mYouth Program.-Organizing and attending meetings with Ministers and Permanent Secretaries of Ministry of Finance, Ministry of Foreign Affairs and Ministry of Women Children and Poverty Alleviation. - Organizing events such as the Pacific Peoples Climate March2015, UNGA celebration event on behalf of action/2015

Suva, Fiji

Fiji

Internship: data entry for Income Generation Project Funded by the European Union

Updating website, Organizing Events

University Of The South Pacifc, Laucala Campus, Fiji

Hosted the Friday Night Hype show on Radio Pasifik 89.4fm

Provided ground work research assistance. Conducting interviews

Bachelor Of Arts (Ba), Psychology And Sociology

Engineering