Ankur Srivastav
Customer Support Executive
Lucknow
Summary
Accomplished Senior Technical Support Executive with a proven track record at Vodafone India Services Pvt Ltd, enhancing customer satisfaction through expert resolution of complex technical issues. Skilled in Microsoft Office and exceptional at customer service, I've significantly contributed to team productivity and client relationship building. My approach has consistently led to improved operational efficiency and positive feedback from key clients.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Senior Technical Support Executive
Vodafone India Services Pvt Ltd
11.2021 - Current
- Improved customer satisfaction by resolving complex technical issues in a timely manner.
- Managed high volume support tickets, maintaining efficient response times and high-quality resolutions.
- Proactively identified potential system vulnerabilities and implemented necessary security measures to ensure data protection.
- Collaborated closely with the engineering team during product development stages by providing valuable user insights gathered from daily interactions with endusers.
- Delivered excellent customer service by communicating effectively with non-technical clients, simplifying complex concepts for easy understanding.
- Implemented new strategies for troubleshooting customer issues, resulting in higher first-call resolution rates.
- Established strong rapport with clients during the resolution process leading to positive feedback from satisfied customers.
- Assisted sales teams with pre-sales consultations by providing accurate product information and addressing client concerns related to technology implementation.
- Mentored junior technical support executives, fostering professional growth and skill development.
- Reduced ticket backlog through proactive follow-ups and diligent case management, increasing overall team productivity.
- Worked closely with account management teams to identify upsell opportunities and provide ongoing technical support for key clients.
- Conducted monthly reviews of key performance indicators, analyzing trends and identifying opportunities for improvement in technical support services.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Senior Practioner
Concentrix Daksh India Services Pvt LTD
04.2015 - 03.2020
- Played a key role in expanding the company''s client base through effective networking and relationship building efforts.
- Collaborated with stakeholders to identify key performance indicators and implement data-driven improvements.
- Conducted comprehensive assessments of client needs, developing targeted action plans for optimal outcomes.
- Delivered high-quality presentations that effectively communicated complex concepts to diverse audiences.
- Maintained up-to-date knowledge of industry trends and best practices, ensuring continued excellence in service delivery.
- Identified opportunities for process improvement, implementing changes that led to increased operational efficiency.
Education
M. Sc. C. S. - Computer Science
S. H. A. I. T. S.
Allahabad 07.2013
Bachelor Of Computer Applications - Computer Applications Development
Punjab Technical University
Punjab 03.2011
Intermediate Certificate - Science
U. P. Board
Allahabad 07.2006
High School Diploma - Science
U. P. Board
Allahabad 07.2004
Skills
Microsoft Outlook
Mac systems
Windows 10
Application support
Desktop support
Microsoft Office Specialist (MOS) Expert
Network diagnostics
Customer service expert
Technical documents comprehension
Technical Support
Videoconferencing
Issue troubleshooting
PC component diagnostics
Technical issues analysis
Complaint resolution
TCP/IP
Timeline
Senior Technical Support Executive
Vodafone India Services Pvt Ltd
11.2021 - Current
Senior Practioner
Concentrix Daksh India Services Pvt LTD
04.2015 - 03.2020
M. Sc. C. S. - Computer Science
S. H. A. I. T. S.
Bachelor Of Computer Applications - Computer Applications Development
Punjab Technical University
Intermediate Certificate - Science
U. P. Board
High School Diploma - Science
U. P. Board