Alan Verma
Customer Support Professional
Mumbai,India
Summary
Skilled Customer Service Professional with a broad base of 12+ years experience in client support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
Overview
12
12
years of professional experience
3
3
Languages
2
2
years of post-secondary education
Work History
Product Support Specialist
Hopin Pvt. Ltd
Mumbai, UK
06.2021 - 03.2022
- (Redundancy due to corporate restructure) Solved 40 - 75 tickets every single day. Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Documented customer interactions and performed troubleshooting in CRM software and case management modules. Helped streamline repair processes and update procedures for support action consistency.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
Onboarding Tier 2 Specialist
Elementor Pvt. Ltd
Mumbai, Israel
09.2020 - 03.2021
- (Redundancy due to corporate restructure), Using Ticketing/Live Chat, resolving License/Plugin-related problems, and educating clients about product features. Worked on 50 - 60 tickets everyday. Outbound calls to customers who needed extra support.
- Supported and onboarded 10 new clients, assisting them with website setup. Participated in team-building activities to enhance working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions. Resolved problems, improved operations and provided exceptional service.
Partner Support Professional
LRN
Mumbai, India
10.2018 - 12.2019
- Performed as Internal IT helpdesk for US Customers/Clients/Partners. Troubleshooting issues with Compliance Courses Platforms. Collaborated with team members to achieve target results.
- Provided information to customers and potential customers who had queries regarding our product and services. Promoted, Sold & Maintained a great relationship as the first point of contact for the clients.
- Kept accurate records of corresponding cases and proper follow-ups were ensured. Assisted onboarding 12 Clients and Delivered services to customer locations within specific timeframes.
Customer Support Specialist
JP Morgan Chase private limited
Mumbai, India
01.2014 - 06.2018
- Served customer account and technical needs across 80+ daily calls, consistently meeting productivity and quality targets.
- Maintained and managed customer files and databases. Helped entire team with supporting documentation and guided new hires to learn the process and implementation. Worked as acting TL at times when needed and monitored calls for agents.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
Team Lead
IBM India Private Limited
Hyderabad, India
12.2010 - 11.2012
- Managing team of 38 agents including outbound team. Creating Team reports and shift Alignments.
- Giving Feedback and 1:1's with potential agents who needed more attention and mentoring. Keeping track records for all agents on monthly basis for quarterly reviews. Managed schedules, accepted time off requests and found coverage for short shifts.
- Reported on updates to project specifications and progress. Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
- Coached team members in techniques necessary to complete job tasks. Developed monthly and daily production output plans to deliver on customer service and financial metrics
A5/SME Technical Support Expert
Dell International Services Pvt. Ltd
Hyderabad, India
11.2006 - 12.2009
- Handled queries from on-site technicians, Give Customers complete support on Software/Hardware issues. Answered 43 calls and making outbound follow-up calls to general and escalation customers.
- Monitoring calls and assisting agents on calls as acting TL. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased customer satisfaction by resolving issues. Used coordination and planning skills to achieve results according to schedule.
Education
HSC - commerce
ST. Antonio’s D’Silva Junior College
Mumbai, MH 01.1998 - 01.2000
Skills
Customer service expert
Technical issues analysis
Technical documents comprehension
Interpersonal Communication
Training and Development
Multitasking Abilities
Self-Motivated
Analytical and Critical Thinking
Application support
Mac systems
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans. Customer Relations - Earned highest marks for customer satisfaction, company-wide. Coaching Skills for Leaders and Managers Course on LinkedIn.
- Collaborated with team of [15] in the development of process updates.
Timeline
Product Support Specialist
Hopin Pvt. Ltd
06.2021 - 03.2022
Onboarding Tier 2 Specialist
Elementor Pvt. Ltd
09.2020 - 03.2021
Partner Support Professional
LRN
10.2018 - 12.2019
Customer Support Specialist
JP Morgan Chase private limited
01.2014 - 06.2018
Team Lead
IBM India Private Limited
12.2010 - 11.2012
A5/SME Technical Support Expert
Dell International Services Pvt. Ltd
11.2006 - 12.2009
HSC - commerce
ST. Antonio’s D’Silva Junior College
01.1998 - 01.2000