Summary
Overview
Work History
Education
Skills
Timeline
Generic

Intikhab Alam

Bengaluru

Summary

Seeking a challenging career in Customer Service, leveraging my extensive experience and skills to enhance organizational productivity and exceed customer expectations. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

13
13
years of professional experience

Work History

Associate Consultant

EY
Bengaluru
07.2024 - Current
  • Conducted thorough customer due diligence and risk assessments for onboarding clients.
  • Analyzed transaction patterns to identify potential suspicious activity or compliance issues.
  • Managed document verification processes using various compliance software tools effectively.
  • Reviewed customer onboarding forms to ensure accuracy of data entered into system records.

CUSTOMER SERVICE REPRESENTATIVE

COFORGE
6 2023 - 6 2024
  • Proficient in managing reservations, ticket bookings, and cancellations for both hotel accommodations and airline flights, ensuring accuracy and timeliness
  • Skilled in addressing customer inquiries, complaints, and special requests with a courteous and empathetic approach, resulting in high customer satisfaction ratings
  • Experienced in resolving issues related to flight delays, cancellations, overbookings, room preferences, and other travel-related concerns, while maintaining composure in high-pressure situations
  • Knowledgeable about industry policies, regulations, and procedures, including airline baggage allowances, hotel check-in/check-out procedures, and loyalty program benefits, providing customers with comprehensive assistance and information
  • Collaborative team player with excellent communication and problem-solving abilities, adept at working with cross-functional teams to coordinate seamless travel experiences for customers.

Customer Service Associate

Accenture
Gurugram
09.2022 - 06.2023
  • Processed medical claims using electronic billing systems and software tools.
  • Reviewed patient records to ensure accurate insurance information and coverage.
  • Communicated with healthcare providers to resolve billing discrepancies and inquiries.
  • Educated patients on insurance benefits, coverage options, and claims procedures.

CUSTOMER RELATION ADVISOR

TECH MAHINDRA
07.2017 - 04.2022
  • Proficient in handling a wide range of customer inquiries, technical issues, and service requests related to telecommunications products and services, including mobile phones, broadband internet, and digital television
  • Skilled in providing prompt and effective assistance to customers via phone, email, and live chat channels, ensuring clear communication and resolution of issues to enhance overall customer satisfaction
  • Experienced in troubleshooting technical issues, diagnosing network problems, and guiding customers through step-by-step solutions, utilizing knowledge of telecom equipment and systems
  • Knowledgeable about telecom tariffs, billing procedures, and contract terms, able to assist customers with account management tasks such as bill payments, plan upgrades, and contract renewals
  • Proactive in identifying opportunities to upsell or cross-sell additional telecom products and services based on customer needs and preferences, contributing to revenue growth and customer retention initiatives.

SENIOR ASSOCIATE

WIPRO
05.2015 - 07.2017
  • Developed and implemented comprehensive complaint handling procedures tailored to the UK telecom industry standards, ensuring timely resolution and customer satisfaction
  • Led training sessions for new team members on effective complaint management techniques, emphasizing empathy, active listening, and problem-solving skills to address customer concerns efficiently
  • Utilized data analysis tools and customer feedback mechanisms to identify recurring issues and trends, providing insights to enhance service delivery and prevent future complaints
  • Mentored colleagues in managing escalated complaints, providing guidance on de-escalation techniques, negotiation strategies, and conflict resolution methods, fostering a collaborative and customer-centric culture within the team.

SENIOR ASSOCIATE

IBM
12.2012 - 11.2014
  • Offered primary customer support to both internal and external clients, ensuring their needs were met promptly and efficiently
  • Handled customer complaints adeptly, swiftly resolving issues and minimizing dissatisfaction through timely and effective solutions
  • Attained a remarkable satisfaction rating by consistently resolving customer issues in a single interaction, showcasing proactive problem-solving skills
  • Successfully addressed product or service concerns, contributing to improved customer retention and increased sales through effective resolution strategies.

Education

BBA - Business Administration And Management

Skyline Institute of Management & Technology
Betiahata Gorakhpur - 273001 Uttar Pradesh [INDIA]
04.2013

HSC -

CENTRAL MODEL SCHOOL
Kolkata
04-2010

SSC -

YOUNG HORIZONS SCHOOL
Kolkata
04-2008

Skills

Attention to Detail,Problem Solving,Effective Communication,International Sales Support,Complaint Resolution,Negotiation,Quality Assurance

Timeline

Associate Consultant

EY
07.2024 - Current

Customer Service Associate

Accenture
09.2022 - 06.2023

CUSTOMER RELATION ADVISOR

TECH MAHINDRA
07.2017 - 04.2022

SENIOR ASSOCIATE

WIPRO
05.2015 - 07.2017

SENIOR ASSOCIATE

IBM
12.2012 - 11.2014

CUSTOMER SERVICE REPRESENTATIVE

COFORGE
6 2023 - 6 2024

BBA - Business Administration And Management

Skyline Institute of Management & Technology

HSC -

CENTRAL MODEL SCHOOL

SSC -

YOUNG HORIZONS SCHOOL

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Intikhab Alam