Joel Thomas
Faridabad
Summary
Seeking a responsible and challenging position in a growth oriented progressive Institution. Where my experience and skills will significantly contribute to the overall success of the Organization and provide opportunities for my career growth.
Overview
11
11
years of professional experience
1
1
Language
Work History
Project Manager
ELI Research India PVT Ltd
03.2018 - Current
- Registered Tape Network (RTN)
- Coordination with sales-rep, customer and designers
- Creating report on daily basis.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
- Received and responded to customer requests emails, telephone calls.
- Met project deadlines without sacrificing build quality or workplace safety.
Retention Specialist
Tech Mahindra
01.2017 - 02.2018
- Process: Three (UK)
- Retaining customer looking for cancellation.
- Documented performance review schedule and monitored management for timely completion.
- Implemented employee incentive programs to promote positive work culture and increase retention.
Senior Technical Associate
Convergys
06.2015 - 12.2016
- Process: EE Broadband
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Submitted service tickets for equipment maintenance requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular
Process Associate
British Gas
07.2013 - 06.2015
- British Gas (BG)
- First party collection
- Performed quality assurance checks to help company create products and services that met needs, expectations and requirements of customers.
- Implemented continuous improvement metrics to streamline workflows.
Customer Care Associate
Bristish Telecommunications BT
11.2011 - 07.2013
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Resolved concerns with products or services to help with retention and drive sales.
Education
St. Joseph Convent School
Delhi NCRNIOS
DELHI NCRSkills
Good team playerundefined
Timeline
Project Manager
ELI Research India PVT Ltd
03.2018 - Current
Retention Specialist
Tech Mahindra
01.2017 - 02.2018
Senior Technical Associate
Convergys
06.2015 - 12.2016
Process Associate
British Gas
07.2013 - 06.2015
Customer Care Associate
Bristish Telecommunications BT
11.2011 - 07.2013
St. Joseph Convent School
NIOS
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