Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Work Preference
Languages
Timeline
Danish Areeb

Danish Areeb

CSA
Kolkata,WB

Summary

Accomplished Client Technical Support Senior Associate with a proven track record at British Telecom, enhancing customer satisfaction through efficient issue resolution and technical support. Skilled in ITIL Knowledge foundation and team collaboration, I excel in complaint resolution and client retention, significantly improving team performance metrics.

Overview

6
6
years of professional experience

Work History

Client Technical Support Senior Associate

British Telecom
03.2022 - Current
  • Enhanced customer satisfaction by resolving technical issues promptly and efficiently.
  • Conducted root cause analysis on recurring issues, developing permanent solutions that reduced future incidents.
  • Monitored performance metrics, identifying areas for improvement within the support team.
  • Managed high-priority cases, ensuring rapid resolutions for critical client situations.
  • Improved client retention with consistent communication and timely issue resolution.
  • Identified potential sales and cross-selling opportunities and closed the same.

Customer Service Advisor (International Non-Voice)

Teleperformance
10.2019 - 03.2022
  • Handling customer queries via chat or email while ensuring information security for sensitive data. Balancing NPS and ensuring a positive customer experience while managing/minimizing operating losses.
  • Monitoring and Auditing transactions performed by CSRs against internal/external quality assurance requirements to deliver excellent customer experience.
  • Contributed to team meetings with valuable input, fostering a collaborative work environment.
  • Identify any potential quality issues as per the defined process and escalate potential quality issues immediately to management.

Technical Advisory

Concentrix Daksh India Services Pvt.Ltd
02.2018 - 08.2018
  • Served as primary point of contact for triaging technical issues.
  • Assessed client needs, devising tailored solutions that aligned with their unique objectives and constraints over calls and emails.
  • Enhanced system performance by conducting thorough technical assessments and providing expert recommendations.
  • Troubleshoot customer issues all the way to resolution while ensuring compliance with the company’s guidelines and policies.
  • Clarify customer requirements, probe for understanding, and use decision-support tools and resources to appropriately provide resolution to the customers.


Education

B.COM (Hons.) -

Calcutta University, Kolkata, India
04.2001 -

Skills

ITIL Knowledge foundation

Accomplishments

  • Recipient of individual and departmental awards for providing stellar client service.
  • Supervised team of 15 staff members.
  • Trained and led technical support teams of more than 10 support specialists.
  • Brilliant rating in every yearly appraisal for continuous contribution in team while maintaining metrics and work hygiene.
  • Promoted to Subject Matter Expert after 11 months of employment.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Important To Me

Career advancementPersonal development programsCompany Culture

Languages

English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)

Timeline

Client Technical Support Senior Associate - British Telecom
03.2022 - Current
Customer Service Advisor (International Non-Voice) - Teleperformance
10.2019 - 03.2022
Technical Advisory - Concentrix Daksh India Services Pvt.Ltd
02.2018 - 08.2018
Calcutta University - B.COM (Hons.),
04.2001 -

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Danish AreebCSA