Antony Vimal

I started my career at Dell as a Senior Technical Support Agent, where Troubleshot and resolved technical issues related to Dell hardware and computers. I provided technical support to customers, diagnosed hardware and software-related problems, and ensured timely and effective resolution of customer concerns. I worked in this role for three years, gaining strong experience in technical troubleshooting, customer service, and problem-solving.

After three years, I internally transitioned to the HR Vendor Management team through Dell’s Internal Job Posting (IJP) process. In my current role, I am responsible for managing HR vendor-related activities, with a primary focus on billing for the India region. Coordinate coordinate with vendors and internal stakeholders, manage billing processes, resolve billing-related discrepancies, and ensure accurate and timely processing of vendor invoices.

This career progression has given me experience across technical support, customer service, vendor management, billing operations, stakeholder coordination, and process management.

· Communicate directly with Customers who have queries or issues with company products and involves customers who wish to cancel contracts for a variety of reasons.

· Gather Data Related to Complaints and providing solutions, in this aspect of the role, ask a series of questions related to the initial complaint, taking notes and asking follow-up questions to gain a complete picture of the issue at hand.

Proposed solutions by developing offers for lower prices and incentives like free shipping or account credits.

· Negotiate with Customers to ensure their loyalty or present an alternative offer to the customer to attempt to find a mutually beneficial solution, to balance the organization’s desire to keep the customer with the potential revenue that the customer represents and the costs associated with retaining them.

· Provide Reports to Supervisorsto highlight the activities. These reports may include detailed information related to customer interactions, an outline of steps taken to arrive at a solution, and the outcome of any conversations. Additionally, to compile these reports monthly or quarterly to help with organisational improvement.

· Build Client Relations to form new client relationships and strengthen existing client relationships to forge new opportunities and to assist in the sales and service processes to ensure client satisfaction to help increase revenue and develop lasting professional relationships that will fuel sales and lead to possible partners with organizations associated with these clients.

· Promote Company Products To build awareness and recognition of products and to create promotional and sales materials for clients and to work closely with sales team to form strategies that target specific audiences to grow sales and broaden their market.

· Networking with current customers and organize events that lead to client meetings and product and service promotions leading to add on sale.

· Handling online quires and providing solutions and providing appointments

· Attending to online quires and requirements

· Inbound and outbound call

· Identify the needs of customer solve issues and provide solutions

· Create the CRS script for uniformity of speech

· Maintain good relationship with customer for add on sales

· Meet personal and team target

· Maintain records of the conversation made by the customer for data analysis