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.) -
04.2001 -
Skills
ITIL Knowledge foundation
Team work & Quality Assurance
Technical issues analysis
Complaint resolution
Appointment Scheduling
Customer Success Management
Relationship management
Escalation Management
Client Rention & Onboarding
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 TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementPersonal development programsCompany CultureLanguages
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 -