Syed Bilal Email and Phone Number

Manage a team of account managers and prompt engineers.

Providing the best Onboarding experience for Business across North American clients at Azuga

Interacted with Enterprise customers by answering product and service questions; inquiries, complaints, suggested information about other products and services via - Calls, emails and chats- Handling escalated e-mails.- Coordinating with the Team Leader and Manager.- Creates, merges, updates customer contacts and accounts by recording account information.- Maintain customer records by updating account information.- Resolves product or service problems by clarifying the customer's complaint with Technical issues; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.- Open case for every new incident/ request reported by the customer using Salesforce.Assists customer with web-based customer support portal access, firmware upgrades, knowledge base articles, contract/ entitlements,

working on all escalation level queries and managing process update. making sure all the users get all the updated information on there payments and fulfilments making sure the customer faces no issues when any transaction is made on CRED hands on experience with report building of all user experience managing all high level escalation and resolving user issues as fast as possible

Interacted with potential customers by answering product and service questions; inquiries, questions, complaints, suggesting information about other products and services.Assisted in training new team members and mentoring team.Handling escalated calls and e-mails.Coordinating with the Team Leader and manager.Interact with customers and provide help, assistance via inbound calls, e-mails and chatsCreates, Merges, updates customer contacts and accounts by recording account information.Maintain customer records by updating account information.Resolves product or service problems by clarifying the customer's complaint with Non Tech Issues; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.Open case in for every new incident/ request reported by the customer using Salesforce.Route technical customer problems (phone calls, chats, web cases) to the Technical Support Teams by creating a support ticketAssists customer with web-based customer support portal access, firmware upgrades, knowledge base articles, contract/ entitlements, product registration and self helpDocument every interaction with the customerEnsure all cases are updated on a daily basis, set appropriate case status with clear documentation

Strong Experience in training people in our office call center.Extensive experience in project management of all English speaking countries. Experienced in multitasking (project management and Process training). Strong experience in handling a team of 20 members.Clients: World one, Ipsos Health care, In-crowds, GFK USA, Taluna, Etc…