Uzair Khan
Hyderabad
Summary
Senior Technical support associate with 3 years of experience solving customer issues and increasing overall customer loyalty and an unwavering commitment to customer service, with ability to build productive relationships, resolve complex issues and win customer loyalty. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Senior Customer Service Representative
Synchrony Financial
9 2023 - Current
- Responding to customer inquiries and providing information about products/services
- Handling and resolving customer complaints or issues promptly and courteously
- Ensuring high levels of customer satisfaction through excellent service
- Communicating with customers via various channels (phone, email, chat, social media) in a professional and friendly manner
- Clarifying customer complaints, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments, and complaints
- Educating customers about product features and benefits
- Working closely with other departments to ensure seamless customer experiences
- Following company policies and procedures while delivering excellent customer service
- Adhering to compliance regulations and ethical standards
- Providing feedback to management regarding customer concerns and trends.
Senior Technical Associate
Tech Mahindra Pvt Ltd
09.2020 - 01.2023
- Hands-on experience on Salesforce for managing customer Queries.(Ticket management tool Salesforce)
- Mobile troubleshooting and Network Troubleshooting
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support
- Assisted customers with more difficult technical issues
- On boarded and trained all incoming junior tech support specialists
- Assisted clients with general support for hardware, peripherals, network connections, and external software
- Maintain an up-to-date knowledge of company products and services
- Assist team members and provide support and solutions to customer queries to meet company objectives.
Senior Campaign Development Associate
Vara United Groups
08.2017 - 09.2019
- Working with the ICICI Bank Ltd (CLIENT) Campaign Management Team
- Provide support to Business Users (BIU Dept.) for analytical projects
- Development & Execution of new campaigns for Cross selling and up selling of products
- Involved in gathering task requirements from the user
- Involved in developing SQL code in Vertica(An analytical database software)
- Development of regular and ad-hoc Campaigns using UNICA (Affinium Campaign Manager)
- Analyze the requirements of customers and develop notifications for android and iOS platforms
- Creating catalogs for tables mapping to develop Affinium Flowcharts
- Sending campaign for different products to the customer through unica via channels like EMAIL/APP PUSH-NOTIFICATION.
Education
B.Tech in Computer Science -
ChhatrapatiShahujiMaharaj University
01.2009 - 05.2013
Intermediate - undefined
Sri Chaitanya Jr Kalasala
01.2003 - 05.2005
SSc - undefined
First Lancer Boy’s high school
01.2002 - 05.2002
Skills
Oracle certified Associate database 11g and 12c admistrator
Personal Information
- Date of Birth: 04/07/87
- Nationality: India
- Marital Status: Married
Timeline
Senior Technical Associate
Tech Mahindra Pvt Ltd
09.2020 - 01.2023
Senior Campaign Development Associate
Vara United Groups
08.2017 - 09.2019
B.Tech in Computer Science -
ChhatrapatiShahujiMaharaj University
01.2009 - 05.2013
Intermediate - undefined
Sri Chaitanya Jr Kalasala
01.2003 - 05.2005
SSc - undefined
First Lancer Boy’s high school
01.2002 - 05.2002
Senior Customer Service Representative
Synchrony Financial
9 2023 - Current
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