ABHINAV KUMAR
Senior Technical Advisor
Noida,Uttar Pradesh
Summary
Concentrix Pvt Ltd –Microsoft( Senior Technical Advisor -1) 24th
I am a curious learning professional that handles stressful customers and provide them the quickest resolution and provide them excellent customer service experience through my hard work and approx 7 years tenacious customer service experience I learned along the way.
Overview
5
5
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Microsoft
06.2021 - Current
- I am currently working from home here, serving all, ’s EMEA customers and resolving their tickets quickly with CSAT score of 4.72 star rating
- We work as a team researching on their issues & resolving tickets related to all Intune MDM queries, O365 related issues, Cloud PC cases
- Intune mostly allows organization to manage their BYOD and corporate owned devices and to deploy apps on them
- We help customers to help them enroll their android,iOS and macOS devices on intune and lots of other variety of issues.
Senior Associate
Wipro BPS
03.2017 - 03.2019
- 2 years approx) :
- Airtel Titanium Telemedia : - Its a process where we served Airtel customers all across PAN India
- I was taking inbound calls for serving customers for technical & non technical troubleshooting for their queries
- Also to raise SR for them or arrange a person visit to resolve their problems
- It was a rigourous work environment where we had to maintain our AHT & need to maintain various parameters like FTR-FCR
- Tech olr etc.
FORSTAR Techno solutions Pvt Ltd, FTSPL
12.2015 - 02.2017
- We bid all the Desktop PC tenders all over india for all the
- GOVT organisations every day
- We win those tenders then supply the required units on the desired locations all across India
- I had to calculate the costs of individual components of Desktops PC's (RAM , HDD Cabinet & SMPS Etc) and finally calculate the Bid price after adding our margin so that we win the tender orders for all the tenders after including the taxes on a Cost sheet
- I also Bid for latest Govt E- marketplace (GeM) and won many BIDS there being L1 in many tenders
- Other things include preparing tender documents for the bidding process & meeting the client.
TechMahindra Verizon
01.2007 - 11.2007
- 19 – 11thMay,2021(18, I worked in Verizon US process as senior support Executive taking inbound calls from all states of US and solving their technical issues related to routers,telecommunications fault arranging technicians for the customers and raising Service requests
- We need to follow Wizard in order to solve all customer queries and provide real time resolutions on the call
- Everyday we used to take atleast 20-25 calls resolving customers issues on call simultaneously maintaining quality
- Months):
- NerdyTurtlez (Senior Sales chat exec) 15th
- April,19 – 21stAug,19(4
- I worked in Nerdyturtles as a sales chat executive to take orders from client all across world from countries like UK,Canada,Australia,US and many more and from their students from different universities and delegating their work to expert freelancers all across world
- We had our private portal for student login and their assignments and use to take multiple chats on com100 login
- I used to upsell many offers on chats and also provide discounts on many deals.
Education
B Tech - Electronics & Instrumentation
Raj kumar Goel Institute of Technology
Skills
Customer Service with Intune MDM
O365 Support,technical advisory on tickets
Email & Call Support
Certification
MS 900
Timeline
Microsoft
06.2021 - Current
Senior Associate
Wipro BPS
03.2017 - 03.2019
FORSTAR Techno solutions Pvt Ltd, FTSPL
12.2015 - 02.2017
TechMahindra Verizon
01.2007 - 11.2007
B Tech - Electronics & Instrumentation
Raj kumar Goel Institute of Technology