Henry Jacob Paul J
Bengaluru
Summary
To be part of a Professionally Managed Company with a scope for challenging career, opportunity for learning excellence and continuous improvement coupled with growth and individual development.
Overview
9
9
years of professional experience
Work History
Senior Customer support
Firstsource Solutions
01.2025 - Current
- Dealing with primary escalations from customer side
- Taking up complaints and giving solution to the customer (Non voice)
- Coordinate, and assisting in facilitating change review meetings, both internally and with customers, record decisions made during change review meetings maintain a schedule of approved and tentative system changes
- Verify the completeness and timeliness of changes entered into the change management system; follow up non-compliant changes made outside the change management process
- Update and ensure the on-going data integrity of the change management database and change processes alongside maintaining change process documentation
- Allocation of work to the team members.
- Auditing the work for quality check and as a SPOC to certain activities.
- Handling the Work Queue and responsible to update the customers.
- Training the new resources in the team and helping them to be the process expert.
- Maintaining the billing system for the customer
- Generating invoice and billing statement for the customer
Senior Customer support
24/7
01.2017 - 01.2024
- Dealing with primary escalations from customer side
- Taking up complaints and giving solution to the customer (Non voice)
- Coordinate, and assisting in facilitating change review meetings, both internally and with customers, record decisions made during change review meetings maintain a schedule of approved and tentative system changes
- Verify the completeness and timeliness of changes entered into the change management system; follow up non-compliant changes made outside the change management process
- Update and ensure the on-going data integrity of the change management database and change processes alongside maintaining change process documentation
- Allocation of work to the team members.
- Auditing the work for quality check and as a SPOC to certain activities.
- Handling the Work Queue and responsible to update the customers.
- Training the new resources in the team and helping them to be the process expert.
- Maintaining the billing system for the customer
- Generating invoice and billing statement for the customer
Education
B.com -
Indo Asian college
01.2017
Skills
- Microsoft office (Word, Excel, PowerPoint, Outlook)
- Basics in Tally
Accomplishments
- Appreciations from clients for timely delivery.
- Contributions in clearing additional volumes received by the team.
- Providing additional support to an extended team for other process.
- Being recognized as a specialist with Zero errors in terms of QC in the past 2 years.
Timeline
Senior Customer support
Firstsource Solutions
01.2025 - Current
Senior Customer support
24/7
01.2017 - 01.2024
B.com -
Indo Asian college
Disclaimer
I hereby declare that the details specified above are true to the best of my knowledge and belief. Date: Place: (Henry Jacob)
STRENGTHS
- Quick easy adoption to new environment.
- Good Interpersonal skills & communication skills.
- Self-motivator and Team player
- Willingness to learn new things and implement them in a short period and team interactions.
- Reliable, resourceful and efficient team player, able to adapt quickly to new requests.
Hobbies and Interests
Sports, Interacting with people