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Network Power<100 people
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✨50%
Business Owner
🧨50%
Consulting
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Work Background
Inbound sales associate
AccentureInbound sales associate
Apr. 2024India, GurugramApril 2024 – Present | [Gurugram] - Provide Tier 2 technical support for enterprise-level clients via chat, and email channels. - Diagnose and troubleshoot issues related to operating systems, software applications, and user accounts. - Use CRM and ITSM tools like ServiceNow to document and manage service tickets. - Ensure adherence to SLAs and KPIs including FCR and average handling time (AHT). - Collaborate with cross-functional teams to escalate and resolve complex technical issues. - Deliver excellent customer service in a high-volume environment. Key Achievements: • Improved FCR by 15% through root cause analysis and enhanced knowledge base usage. • Maintained a CSAT score above 90% consistently.
Senior Advisor
Concentrix CorporationSenior Advisor
Jul. 2022 - Mar. 2024India, GurugramSenior Advisor – Customer Service July 2022 – March 2024 | [Gurugram] - Delivered high-quality customer support to international clients in a BPO environment. - Resolved customer queries related to billing, account access, and technical concerns. - Utilized CRM platforms to manage customer interactions and update service records. - Mentored junior advisors and supported training initiatives. - Ensured performance metrics such as CSAT, AHT, and quality assurance (QA) scores were consistently met. Key Achievements: • Recognized as 'Top Performer' for three consecutive quarters in 2023. • Successfully handled 100+ queries daily with a high resolution rate.

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