Delivering world standard service to B2B, B2C clients by answering inquiries timely, accurately, professionally, and courteously via multiple channels; E-mail, Chat, WhatsApp and other social media platforms etc.▪ Assisting with and monitoring activities of staff including recruiting, scheduling, coaching, training, retraining and performance management to develop an effective team with a strong customer focus.▪ Working with Educator, Technical, Product and other departments necessary for handling internal and external customer contacts quickly and correctly. Support sales teams, as applicable▪ Identifying trends and developing and implementing plans for improvement to ensure required customer satisfaction levels▪ Generating ideas that streamline processes and reduce manual work that quicken customer service operations and better the customer experience▪ Handling internal and external escalations including CEO’s.▪ Enforcing all company approved policies and procedures.▪ Giving prompt and accurate information on individual staff member performance and reporting to senior managers.▪ Ensuring a clean, safe and friendly working environment.▪ PIP action plan for employee with performance deficiencies and address failures to meet specific job goals or to ameliorate behavior-related concerns.▪ Creating SOPs defining the process

Conduct Weekly & Monthly calibration sessions with Team Leaders to develop scoring consistency and best practices. Writes fundamental documentation in a clear, concise manner and according tostandards.Complete analysis of results to identify root causes or trends that will lead toUtilize feedback from customers to facilitate improved quality of services beingProvided efficiency and quality gains in the contact center.Conduct customer interaction and ticket reviews, and complete evaluations alsoconducting Monthly KRTSupplement monitor allocation performed by the quality vendor, focusing on individualsupport and coaching for low-performing. Conduct coaching sessions with associates and provide feedback addressing service performance, product knowledge and email productivity.SLA Tracking, reporting and analysis of service delivery performance metrics. Perform ticket audits of each operations team, ensuring the proper documentation and workflow of service request per internal procedureAbility to work in an environment with minimal supervision, comfortable working across multiple complex functions and capability to influence external parties.

Understand products and services offered by the website and be able to articulate its functions and benefits to external audiences. Answering product questions, features or any offersOffering valid perks and converting a non-sale case to a sale.Troubleshooting customer issues and assisting to place the order to resolve the issue in a timely manner.To inform customer about the current status of the order by following the tracking details.If the customer receives any wrong or damaged item to help with the best possible solutions.Troubleshooting the technical problems with appliances and resolving the same with an adequate information and solution.Follow up to ensure that appropriate actions were taken on customer’s request.Escalating unresolved customer requests and pass on grievances to higher departments for further investigation and clarification.Handling a new team as a back up Team Leader at Seasonal time and achieving the target.

Asset Management - Online allocation, re-allocation, addition, deletion & tracking of assets. Networking-Crimping, Clamping, Cabling for systems, Hub & switches Troubleshooting Basic Network Problems Installation and troubleshooting of WINDOWS VIRTUAL XP Installing Windows Operating Systems, Drivers and other Software’s Hardware Dis-assembling & Assembling Computer Components Local and Network printer Configuration Installation Creation of Shares and Providing Necessary Permissions Data entry Management for various official purposes through FoxPro, Word & amp; Excel SAP- Entry of Bill Details Preparation of statement on Savings, Incentive on Air Travel Designing of Catalogues in COREL DRAW Application Travel Desk Management Publication of Tenders in Newspapers – Right from Floating Enquiry, Preparation of comparative statement, minutes of meeting, Raising of approval note, Release Order. In PCB Sub-Assembly, Learnt the work of Screen plate Soldering, UV Curing, Modules Labelling and Sorting.