Himanshu Maidasani
Delhi
Summary
Dynamic and customer-focused professional with over three years of experience in the BPO industry, specializing in voice, chat, and technical support processes. Proven ability to deliver high-quality service in fast-paced environments, while maintaining strong communication and problem-solving skills. Adept at handling complex customer queries, resolving technical issues, and driving customer satisfaction.
Overview
4
4
years of professional experience
Work History
Sr Associate
NTT DATA
12.2024 - 06.2025
- Answer incoming customer calls related to orders, payments, deliveries, returns, refunds, or account issues.
- Provide accurate information related to products, services, and policies.
- Help customers with placing, tracking, or modifying orders.
- Assist with delivery-related concerns such as delays, damaged items, or missing packages.
- Accurately log interactions, resolutions, and customer details in the syste
- Meet metrics like Average Handling Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
- Conduct follow-ups to ensure satisfaction and build customer loyalty.
Sr Associate
HM Consultancy
02.2023 - 10.2024
- Receive incoming calls from customers related to service, billing, product information, or technical issues
- Log interactions, technical issues, and resolutions in a CRM or ticketing system.
- Escalate unresolved cases to relevant departments with detailed notes.
- Maintain Average Handle Time (AHT) by resolving calls efficiently.
- Document issues and feedback accurately for future improvement.
- Guide customers through basic to moderate troubleshooting steps.
Sr Technician
Dell International Services
07.2021 - 02.2023
- Answer incoming calls from customers needing assistance with Dell products or services.
- Assist customers with technical issues related to Dell laptops, desktops, peripherals, and software.
- Educate customers about repair processes, product information , usage instructions ,warranty extensions, or upgrades.
- Use Dell's CRM and ticketing tools (like Salesforce, Siebel, or ServiceNow) to log support cases.
- Accurately document each call, including customer details, the issue reported, steps taken, and resolution provided.
- Collaborate with internal teams to ensure timely resolution and updates to the customer.
Education
BCA -
Arni University
09-2017
High School Diploma -
JD Tytler
04-2014
Skills
- Technical troubleshooting
- Customer relationship management
- Problem solving
- Adaptable learning
- Effective communication
- Customer service
Timeline
Sr Associate
NTT DATA
12.2024 - 06.2025
Sr Associate
HM Consultancy
02.2023 - 10.2024
Sr Technician
Dell International Services
07.2021 - 02.2023
BCA -
Arni University
High School Diploma -
JD Tytler
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