Awanish Kumar
Gurugram
Summary
15 Years of Professional Experience in field of Business Process Outsourcing , Technical Support and Quickbooks Sales and Support , Serving UK and USA Business and Individual Client. Reliable in completing quality work and exceeding expectations taking. Bringing best output through Teams. Worked as lead Position in Operations for 7 Years serving Sales and Support For Business Client in USA using QuickBooks.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Freelancer
Self Employed
Gurgaon
01.2022 - Current
- Developed and implemented comprehensive marketing strategies to increase client base and revenue.
- Created content for various websites, blogs, and social media accounts.
- Creating Customer Through Google Ads and Seo
- Sale of Support for Quickbooks Business Customer
- Troubleshooting any related issue with Quickbooks and handling Books if Required
Operations Manager(QuickBooks Sales and Support)
Qb Mantra
Gurgaon
11.2016 - 03.2021
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
Sr Support Executive
Irexx Technologies
Gurugram
11.2014 - 10.2016
- Conducted remote access sessions with customers to diagnose and resolve problems
- Specialized with QuickBooks Desktop (Pro, Premiere, Enterprise, Mac), Point Of sales and Quickbooks Online.
- Resolving any Technical Issue with QuickBooks.
- Automation and linking with Quickbooks Supported Apps
- Server or Multiuser Issues
- Any Accounting related issues like Reconciliations,Balance Sheet, Journal Entry , Reports
- Upselling and sales of Quickbooks Support Subscription
Tier 2 Technical Support Advisor
Teleperformance
Gurgaon
09.2012 - 05.2014
- Analyzed customer inquiries and identified solutions for technical issues Fora USA, UK nd EMEA Customer
- Assisted customers with installation and configuration of Adobe software products
- Performed remote troubleshooting sessions with customers using virtual tools such as Adobe Remote Tool
- Diagnosed system errors and performed troubleshooting steps.
- Maintained records of customer service requests and document problems and solutions in knowledge base database.
- Troubleshooting of CS5 , CS 6 AND CC and Specialization with Photoshop, Photoshop Element and Lightrooms
- Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
Technical Support Specialist
Xtra Support
Noida
08.2010 - 07.2012
- Provided comprehensive technical support to customers via telephone, email and chat.
- Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
- Diagnosed system problems using remote tools to access customer machines.
- Monitored computer networks for performance issues or security breaches.
- Upselling and Subscription sales by Directly Interacting with USA customer
Insurance Associate
Met Life Global Support Center
Noida
10.2009 - 07.2010
- Conduct reviews of existing policies to ensure they meet customer requirements
- Analyzed customer data to identify potential areas of risk or fraud and took appropriate action when necessary.
- Report to Underwriter For Policy Issuance
Operations Executive
IBM
GURGAON
10.2007 - 06.2009
- Directly Interacting with United Kingdom Customer and Troubleshooting Virgin Media ISP Issue. If required sending the Technician to the Customer Site
- Sending the Signal Command through Oracle based Software, Updating Customers Query on CRM and Using People Soft for Internal Communictions
- Highly Customer Centric to Enhance NPS Score and FTR
Education
B.COM -
ISBM
NEW DELHI12-2021
IHM(Hotel Management) -
Dsms Durgapur
01.2002
Intermediate -
Co-operative Biec
01.1999
Skills
- BPO
- Troubleshooting
- ISP
- Photography tools (Lightroom, Elements, Photoshop)
- Activation and Installation Support for Adobe Software
- Remote session analysis
- Process training
- PC and Mac troubleshooting
- Quickbooks (Online, Pro, Premiere, Enterprise, Mac, Point of Sale)
- Sales
- PPC campaign
- Payrolls
Personal Information
Date of Birth: 01/14/1981
Certification
- Pro Advisor for QuickBooks Online
- QuickBooks Pro Active Accountant
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Freelancer
Self Employed
01.2022 - Current
Operations Manager(QuickBooks Sales and Support)
Qb Mantra
11.2016 - 03.2021
Sr Support Executive
Irexx Technologies
11.2014 - 10.2016
Tier 2 Technical Support Advisor
Teleperformance
09.2012 - 05.2014
Technical Support Specialist
Xtra Support
08.2010 - 07.2012
Insurance Associate
Met Life Global Support Center
10.2009 - 07.2010
Operations Executive
IBM
10.2007 - 06.2009
B.COM -
ISBM
IHM(Hotel Management) -
Dsms Durgapur
Intermediate -
Co-operative Biec
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