Janis Stephen
Customer Service Executive
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Technical Support Representative
Accenture Solutions Private
11.2022 - Current
- Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
- Maintained a high level of expertise in company products, staying up-to-date on new features and updates to better assist customers.
- Expedited issue resolution for clients through effective troubleshooting and problem-solving skills.
- Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.
- Optimized client experiences, tailoring communication styles to individual customer needs.
- Retained valuable clients by consistently delivering exceptional service while addressing their technical needs.
- Conducted root cause analysis on recurring issues to identify patterns and develop long-term solutions.
- Minimized escalations by proactively identifying potential challenges and addressing them early in the process.
- Enhanced customer satisfaction by efficiently resolving complex technical issues.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Helped streamline repair processes and update procedures for support action consistency.
Contact Center Associate
Guardian
02.2022 - 11.2022
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner and approving the cases as per the policy and documentation provided by the client.
Technical Support Advisor
Concentrix
07.2020 - 08.2021
- Boosted customer retention through timely resolutions of complex issues and diligent follow-up communication.
- Developed strong relationships with clients by consistently providing exceptional service and technical expertise.
- Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
- Increased client satisfaction by tailoring solutions to individual needs and preferences within the scope of available resources.
Customer Care Executive
Teleperformance
01.2019 - 07.2020
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Delivered personalized recommendations based on individual customer needs.
- Managed a high volume of inbound email tickets while maintaining a professional demeanor under pressure.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained in Rebel Account, Rebel Rides and Rebel Eats (Uber) and provided backup support for organizational leadership.
Customer Service Executive
Infyco Financial Services
04.2017 - 01.2019
- Assisted patients with understanding their benefits, coverage limitations, and financial responsibilities related to medical services received.
- Supported the establishment of payment plans for patients struggling financially, demonstrating empathy while adhering to company guidelines on debt collection.
- Managed high call volume while maintaining accuracy and professionalism in documentation of interactions with customers.
- Maintained detailed case files, facilitating easy retrieval of information for future reference or audits.
- Coordinated across departments to ensure seamless communication regarding patient accounts, claim statuses, and dispute resolutions.
- Developed strong working relationships with insurance carriers (IFFCO Tokio Health Insurance) representatives to expedite approvals or denials when necessary.
Education
Bachelor of Arts - BA Programme - Humanities
04.2001 -
Higher Secondary - Commerce With Math's
04.2001 -
Member of Bagpiper Band (Base Drummer/Main Base Drummer)
Played drum in Zonal and National level competitions.
3 years continues winner at Maharaja Sawai Man Singh Vidyalaya Jaipur, Rajasthan.
High School - Common Subjects
04.2001 -
Participated in singing competition at school level
Skills
Application support
Network configuration
Escalation management
Problem Resolution
Mobile Device Support
Remote Technical Support
Customer Support
Online Chat Support
Multitasking Abilities
Software diagnosis
Cooking
I am passionate about cooking and creating new and exciting dishes . I have developed a strong understanding of culinary techniques, food safety standards, and kitchen operations. I love preparing different cuisines such as Italian, Mughlai, Indian, South Indian and North Indian.
Timeline
Technical Support Representative - Accenture Solutions Private
11.2022 - Current
Contact Center Associate - Guardian
02.2022 - 11.2022
Technical Support Advisor - Concentrix
07.2020 - 08.2021
Customer Care Executive - Teleperformance
01.2019 - 07.2020
Customer Service Executive - Infyco Financial Services
04.2017 - 01.2019
School of Open Learning - Bachelor of Arts, BA Programme - Humanities
04.2001 -
St. Mary's Public School - Higher Secondary, Commerce With Math's
04.2001 -
St. Mary's Public School - High School, Common Subjects
04.2001 -
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