Anshuman Tewari
Social Media - Customer Advocacy Specialist
Greater Noida West
Summary
- A dedicated and high-performing professional with a robust background in sales and customer service
- Equipped with hands-on experience in customer advocacy and sales, complemented by recent certifications in Python, Machine Learning Algorithms, and ongoing training in SQL and Power BI and Service Now.
- A resourceful management graduate with a specialization in International Banking and Finance, adept at engaging with diverse personnel and clients.
- Demonstrates exceptional problem-solving and analytical abilities, enhanced by programming expertise.
Overview
9
9
years of professional experience
Work History
Customer Advocacy Specialist - SMART
Lumen IT India Private Limited
02.2023 - Current
- Skills: Generative AI Resolution, Social Media Communications, Ownership, Issue Resolution Management, Microsoft Copilot, Salesforce Lightning, ServiceNow
Consumer Associate (E-Care and Sales)
Lumen IT India Private Limited
02.2023 - 03.2024
- Managed incoming chats and text messages from Century Link customers in the US, working in a hybrid role from Noida, India
- Provided real-time solutions and cross-sold products such as Internet, Home Phone, and TV services
- Consistently achieved performance indicators including AHT, FCR, OQS, NPS, sales targets, and quality checks
Sr. Customer Service Representative - CS (Live Chat & Voice - US)
Tech Mahindra Ltd
02.2021 - 02.2023
- Handled incoming chats from Verizon Telecom customers in the US, working from home in Noida, India
- Addressed and resolved customer queries and issues on the first contact
- Ensured corrective actions on customer accounts and coordinated with the backend team
- Identified opportunities for customers and provided real-time solutions
- Generated and maintained high sales revenue per chat per month
Sr. Customer Service Representative - VCS (Live Chat - Contract Role)
Amazon India (Cloudtail India Private Limited)
06.2020 - 01.2021
- Delivered timely, accurate, and professional customer service to Amazon customers
- Assisted customers in expediting orders and resolving post-sales problems
- Demonstrated conflict resolution, negotiation, and de-escalation skills
- Effectively solved problems, managed time, and prioritized tasks
Sr. Customer Service Executive (Live Chat - The US + Global)
HCL Technologies Ltd
10.2018 - 05.2020
- Provided customer service to Pearson VUE clients, candidates, and Test Administrators through efficient, accurate, and engaging interactions in a high-volume inbound live chat environment
- Managed multiple chat sessions simultaneously
- Verified pricing and notified customers of test availability
- Participated in learning and development activities and product training
- Strived to meet productivity, quality, and customer service metrics
Web Chat Advisor (Live Chat - The UK)
Capita - Ventura India Private Limited
09.2016 - 05.2017
- Handled incoming chats from O2 Telecom customers in the UK
- Addressed and resolved customer queries and issues on the first contact
- Promoted to the Guru team for increasing customer satisfaction on chat
- Provided real-time solutions considering a wide array of offerings
Education
Management Graduate - International Banking and Finance
Skills
SQL
Profile Objective
- A dedicated and high-performing professional with a robust background in sales and customer service.
- Equipped with hands-on experience in customer advocacy and sales, complemented by recent certifications in Python, Machine Learning Algorithms, and ongoing training in SQL and Power BI and Service Now.
- A resourceful management graduate with a specialization in International Banking and Finance, adept at engaging with diverse personnel and clients.
- Demonstrates exceptional problem-solving and analytical abilities, enhanced by programming expertise.
Timeline
Customer Advocacy Specialist - SMART
Lumen IT India Private Limited
02.2023 - Current
Consumer Associate (E-Care and Sales)
Lumen IT India Private Limited
02.2023 - 03.2024
Sr. Customer Service Representative - CS (Live Chat & Voice - US)
Tech Mahindra Ltd
02.2021 - 02.2023
Sr. Customer Service Representative - VCS (Live Chat - Contract Role)
Amazon India (Cloudtail India Private Limited)
06.2020 - 01.2021
Sr. Customer Service Executive (Live Chat - The US + Global)
HCL Technologies Ltd
10.2018 - 05.2020
Web Chat Advisor (Live Chat - The UK)
Capita - Ventura India Private Limited
09.2016 - 05.2017
Management Graduate - International Banking and Finance
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