Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Hi, I’m
Ankush Karan
Customer Experience Specialist
Ahmedabad
Summary
Overview
5
years of professional experience
2
Languages
Work History
Etech Global Services
Customer Experience Specialist
01.2023 - Current
Job overview
- Marketing business offerings for AT&T as well as providing pro-active support to resellers and customers in placing online orders
- Handling the overall billing process and responsible for solving any issues with our vendor partners
- Creating and presenting monthly sales reports for the channel managers of the vendors
- Part of daily routine also involves creating business requirements for customers and on demand professional analysis and reporting related to billing and clearing errors of customers thus creating lead and closing accounts in the process
- In addition to real time support, thoroughly document each customer’s question or problem as well as the resulting answer or solution leading to organizational functionality and efficiency
- Tools: CRM, CPSOS, WEST EASE, SOUTH WEST EASE, ASON, ENTERPRISE BILL VIEW, ROS, CCF, OPUS
- Using above enterprise tools we support customer/resellers in billing and financial analysis as well as tracking and updating logistics
- Operating on different toolset skills for different business regions
- Responsibility: Respond to multiple inbound chats, call, email; gather and verify required information as appropriate
- Quality and efficiency over customer chat system (OCR)
- Meeting customer expectations
- Take pro-active responsibilities in dealing with customers
- Troubleshooting critical issues related to billing and payment services
- Achieve team and individual SLA
- Maintain standard operating services.
Tata Steel Limited
Assistant Operator
10.2021 - 12.2022
Job overview
- At Tata Steel, part of daily routine is to handle vendor activities over phone, mail and also working with them live
- Under the training period, the work mainly consisted of looking over the activities of various vendors and establish relationship with them for supplies
- Managing the outsourcing of raw materials from different locations, we did see the supply chain of raw materials to different departments of Tata Steel
- We as a department were solely responsible for the distribution of raw materials
- In a tie up with Indian Railways, the raw materials got delivered to our desired location and from there we took charge of the further proceeds.
Etech Global Services Inc
Online Chat Representative
07.2019 - 03.2021
Job overview
- Delivered prompt service to prioritize customer needs.
- Implemented feedback from supervisors to continuously improve chat support skills and performance levels.
- Managed timely and effective replacement of damaged or missing products.
- Navigated complex issues with patience, using problem-solving skills to find the best possible solution for each inquiry.
Education
Bachelor in Business Administration
University Overview
Duration: 2015-2018
Skills
Customer Account Management
undefinedAccomplishments
Accomplishments
- Top Performer of my department for 8-9 months consecutively.
- Active member of CSR (Corporate Social Responsibility) of the company.
- Recognized and praised by clients for excellent client support
- Successfully cleared All India Trade Apprentice (AITT) exam
Personal Information
Personal Information
Date of Birth: 10/14/96Timeline
Customer Experience Specialist
Etech Global Services
01.2023 - Current
Assistant Operator
Tata Steel Limited
10.2021 - 12.2022
Online Chat Representative
Etech Global Services Inc
07.2019 - 03.2021
Bachelor in Business Administration
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