Jagjit Bahra
Pune
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Overall experience of more than a decade in the Customer Service Industry. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Customer Care Specialist
Veritas Technologies LLC
Pune
07.2019 - Current
- Worked as L1 technical support and ultimately helping customers with answer documented support-related queries about Patches/Hotfix, Install/Upgrade Queries, Software/Hardware Compatibility and technical assistance
- Worked as an Incident Coordinator/POC for Global Care Team and also assign the cases/tasks to the specialists.
- Arranging calibration on the requests from Sales and Sales Operations Leaders that supports the business to reach planned growth targets
- Collaborating and Co-ordinating with the internal teams like Order Management, Concentrix, Partner net team, or Renewals to help the customer and partners with their queries
- Generating reports for the team performance on a daily, weekly, and monthly basis through SFDC, Oracle Cloud and PowerBI
- Generating reports from Oracle for TTR, case closure, and compliance
- Support global IC team by providing ad-hoc coverage, thus ensuring case assignment is done seamlessly
- Assist with renewal of license maintenance through working with Order Management
- Create Sales leads to help customers with getting quotation for products and coordinate with the Sales and Order management team for the same
- Do case quality audits quarterly and attend the calibration call with the management
- Work on process change/improvement by attending weekly calls with QA Team and Management
- Provide licensing support to our clients for the Veritas products/software used to provide data backup support
- Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem - Provide an end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals, and customer portals
Sr. Customer Service Associate / Payroll Specialist
ADP PVT LTD
Pune
06.2017 - 04.2019
- End-To-End Payroll Processing for multiple companies, ensuring that all employees are paid accurately and on time and all legal HMRC requirements are adhered to
- Being regularly updated about current statutory legislation in UK through self-learning and ADP online training sessions
- Perform FPS reconciliations and RTI processes including managing all submissions to HMRC for each client & meeting HMRC deadlines
- Daily interaction with Business partners via emails and phone
- Taking care of the Salary disputes raised by the Human resource
- Do the data analysis and Quality checks, the upload Employees Data into the system
- Report generation and analysis.
Customer relations advisor
Tech Mahindra Business Services
11.2014 - 05.2017
- Taking inbound calls and providing FCR to our customers
- Worked on tools like PeopleSoft, Aspect, Sprint and Varint
- Taking care of technical issues inclusive of handset and network related
- Troubleshooting the technical issues with the handsets, if required then also book it for repair
- Patched software and installed new versions to eliminate security problems and protect data
- Troubleshooting the network issues as well and escalate to U.K network team if required
- Taking care of the billing disputes
- Making outbound calls as well when required
- Pitch in for sales as well for additional contracts or phone upgrades
- Taken care of performance for new joiners in the team
- Also handled several OJT batches for a few months.
Education
B.com -
Modern College, Pune
01.2016
HSC -
D.B.M.S Career Academy, N.I.O.S
01.2011
SSC -
D.B.M.S Career Academy, N.I.O.S
01.2009
Skills
- Proficiency in MS Word, MS Excel, MS PowerPoint and Internet Applications
- Completion certificate of Microsoft Power BI Desktop for Business Intelligence
- Basic understanding of Linux
and Windows OS - Experience in Oracle R12, Zuora, Confluence, Sales Cloud, Salesforce and Netsuite
- Expertise in data analytics
- Strong focus on accuracy and attention to details
- Excellent written and verbal communication skills
- Time management and adapability
- Instinct for problem resolution and an effective team player
- Expertise in leading team and driving performance
- Experience in building relationships, working in collaboration with different departments to deliver superior customer experience
Certification
- Beginning Project Management: Project Management Level One
- Microsoft Power BI Desktop for Business Intelligence
- Machine Learning for Absolute Beginners - Level 1
- Completed Lean Six Sigma Yellow Belt online course from Udeny
Languages
- English
- Punjabi
- Hindi
Disclaimer
I hereby do confirm that all the information provided in the document is accurate, correct and true to best of my knowledge.
Timeline
Sr. Customer Care Specialist
Veritas Technologies LLC
07.2019 - Current
Sr. Customer Service Associate / Payroll Specialist
ADP PVT LTD
06.2017 - 04.2019
Customer relations advisor
Tech Mahindra Business Services
11.2014 - 05.2017
B.com -
Modern College, Pune
HSC -
D.B.M.S Career Academy, N.I.O.S
SSC -
D.B.M.S Career Academy, N.I.O.S
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