Anbarasan Christopher
IT
Bangalore
Summary
Customer focused professional with successful 15 year careers in customer service industry, driving engagement and relationship strategies for leading corporate organizations. Highly motivated, and determined to achieve results above and beyond expectations. Experienced in Escalation Management, and Support. Hands on experience in SaaS businesses. Proven ability to reduce case resolution times and increase overall customer satisfaction. Consistently recognized for handling escalations, customer relation management for retention, adoption, expansion and technical troubleshooting skills . Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Senior Analyst
BAHWAN CYBERTEK
7 2022 - 9 2023
- Monitor and ensure smooth operation of Maurices Store’s IT services.
- Improved company efficiency with development of key performance indicators and tracking metrics.
- Developed comprehensive risk management strategies to minimize potential losses and safeguard business interests.
- Increased overall teams efficiencies by identifying inefficiencies within existing systems and implementing necessary changes.
- Prioritize and escalate Major Incidents based on their impact and urgency.
- Record and classify incidents, taking immediate action to restore services.
- Coordinate bridge calls and support teams to resolve incidents.
- Create and assign problem tickets for recurring incidents to address underlying issues.
- Communicate and coordinate with stakeholders regarding change implementation plans.
- Ensure proper documentation and tracking of changes and their associated incidents.
Technology Support Specialist
INFOSYS
04.2017 - 01.2020
- Act as a single point of contact for customers and ensure complete resolution is provided for the account based enquires.
- Contact the potential leads and covert into a B2B Sale.
- Retain the existing customers and prevent churn of accounts.
- Close the renewal of the accounts by contacting the customers and help them get the maximum ROI from their accounts.
- Help the new customer to onboard with a Demo, adopt and regularly touch base with the customer which ensures a complete life cycle management.
- Promptly resolve all customer requests, questions and complaints in a timely manner to achieve customer satisfaction.
- Follow up with the cross functional teams in case the issue is escalated and ensure it has been resolved to customer’s satisfaction.
Major Incident Manager
CISCO SYSTEMS INDIA PVT LTD
04.2016 - 03.2017
- Act as a single point of contact for customers and ensure complete resolution is provided for the account based enquires.
- Contact the potential leads and covert into a B2B Sale.
- Retain the existing customers and prevent churn of accounts.
- Close the renewal of the accounts by contacting the customers and help them get the maximum ROI from their accounts.
- Help the new customer to onboard with a Demo, adopt and regularly touch base with the customer which ensures a complete life cycle management.
- Promptly resolve all customer requests, questions and complaints in a timely manner to achieve customer satisfaction.
- Follow up with the cross functional teams in case the issue is escalated and ensure it has been resolved to customer’s satisfaction.
Senior Systems Engineer
CGI GROUPS INC
04.2012 - 06.2014
- Act as the single point of contact for employees in situations of service disruption, service requests, and specific categories of change requests.
- Create and update incidents, maintain a detailed work log, and prioritize and categorize incidents accurately.
- Ensure proper assignment of tickets if unable to resolve them within the service desk.
- Monitor and manage services to meet SLA targets.
- Provide support to CGI internal employees, addressing their access issues with applications and software.
- Support Microsoft-related technologies, including Exchange and Active Directory.
- Engage clients professionally and courteously, providing regular updates on incident progress and upcoming changes or agreed outages.
- Demonstrate positive and cooperative behavior that fosters teamwork and collaboration.
- Created manuals and training sessions to educate co-workers on new systems.
Escalate Officer
CONVERGYS INDIA SERVICE PVT LTD
12.2003 - 04.2012
- Acting as a SME (Subject Matter Expertise).
- Handling level 2 escalation/supervisory calls for MSN Dial Up/Premium customers.
- Handle escalations and promote customer satisfaction through resolution of escalated customer’s issue.
- Follow-up with the Escalated cases by callbacks.
- Perform Troubleshooting steps using applicable techniques to resolve the technical queries of the Customers.
- Respond to End-User's Technical Issues related to Microsoft Office Applications and provide resolution.
- Respond to all customer problems and inquiries, conduct first level problem determination using documented procedures and available tools.
- First point of contact for all Microsoft customers, remain knowledgeable of Microsoft’s product line, current industry products and technologies.
Education
Bachelor of Arts - Economics
St. Joseph's Evenig College
Bangalore 06.1996 - 04.2002
Skills
ITIL V3 certified
Major Incident Management
Problem Management
Change Management
Escalation Manager
Creative problem solving
Business and industry knowledge
Customer experience and relationship handling
Technical troubleshooting
Using customer feedback to streamline procedures
Service-Now
Experience in BMC Remedy
People management
Excellent Communication and presentation skills
Quick learner and self-motivated
Additional Information
An experienced multifaceted professional who can manage tasks in various environments. Self- motivated with passion for customer delight and customer success. Outstanding ability to bring people together and motivate them for the team’s success. Commitment to creative strategies that help boost customer satisfaction and employee productivity.
Certification
ITIL V3
Timeline
Technology Support Specialist
INFOSYS
04.2017 - 01.2020
Major Incident Manager
CISCO SYSTEMS INDIA PVT LTD
04.2016 - 03.2017
Senior Systems Engineer
CGI GROUPS INC
04.2012 - 06.2014
Escalate Officer
CONVERGYS INDIA SERVICE PVT LTD
12.2003 - 04.2012
Bachelor of Arts - Economics
St. Joseph's Evenig College
06.1996 - 04.2002
Senior Analyst
BAHWAN CYBERTEK
7 2022 - 9 2023