Suhel Shaikh Email & Phone Number

Pune, Maharashtra, India

Working as Account Receivable Executive for the Healthcare industry

Pune, Maharashtra, India

Pune Area, India

• Assisting the field technician working on ADSL and PSTN line fault.• Aligning the component, devices and cable paths for ADSL and PSTN fault.• Configure the devices and connect the right cable path for the customer line to give the resolution with ADSL and PSTN fault.• Assisting the field technician with appropriate information with regards to the fault ticket.• Giving excellent customer service to the technician out in the field.• Conferencing the calls within departments to provide FCR.• Provided End to End Resolution and raising ticket to higher department to sort out faults related to the faulty components on the cabinets in the exchange and cabinets in the field.• Giving inputs to improve the process by trouble shooting newer faults as it’s a pilot process.• Work with Team leader and SME to come up with resolution for team benefits related to the process.

Pune, Maharashtra, India

Pune Area, India

• Managed call flow and responded to technical support needs of customers.• Resolved customer issues in a clear, courteous and straightforward manner.• Demonstrated professionalism and courtesy with customer at all times.• Identified and solved technical issues with a variety of diagnostic tools.• Resolved problems with malfunctioning products.• Followed up with clients to ensure optimal customer satisfaction.• Conducted research to address customer concerns.• Remained up-to-date on the latest technologies and solutions applicable to company products.• Researched, troubleshoot and resolved complex problems independently.• Led internal product training for LMIR access.• 5 years of technical support experience.• Worked closely with team members to meet or exceed all customer service requirements.• Maintained high departmental standards of quality and productivity metrics.• Answered telephone calls promptly and minimized delays that could lead to abandoned calls.• Assisted customers with order placing.• Managed customer’s expectations and experience to a high degree of customer satisfaction.• Enthusiastically participated in job related training.• Defined and documented technical best practices.• Set up all types of Mobile devices.• Used ticketing systems to manage and process actions taken.• Participated in various incentive programs and contests designed to support achievement of Production goals.