Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Personal Information
Timeline
Generic

Kenny Edward Roach

Mumbai

Summary

Proven Customer Service Analyst with a track record of enhancing customer satisfaction and streamlining service operations at Accenture Solutions Pvt. Ltd. Expert in billing and technical support, I excel in problem-solving and interpersonal communication, significantly improving service delivery. Skilled in Microsoft Office and adept at leading teams to exceed sales goals through strategic support and high-energy attitude.

Overview

5
5
years of professional experience

Work History

Customer Service Analyst

Accenture Solutions Pvt. Ltd.
Mumbai
05.2023 - 09.2024
  • Responsible for handling end-to-end customer queries and technical faults for Verizon, US.
  • I have also managed and handled billing-related queries for the said telecom giant.
  • Suggested additional products or services that best meet customers' needs.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Assisted in training new members of the Customer Service Team.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Collaborated with other departments to ensure that each request was handled properly.
  • Resolved technical issues in a timely manner while maintaining customer satisfaction.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided feedback on how to improve overall experience for customers.
  • Ensured compliance with company policies when dealing with customers' requests.

Sr. Associate

FIS - Fidelity Information services
Mumbai
01.2022 - 09.2022
  • Was responsible for billing-related queries for Vodafone UK.
  • Handled business accounts with basic CRM and technical issues.
  • Resolved customer inquiries in a timely manner while adhering to service level agreements.
  • Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
  • Maintained positive working relationship with fellow staff and management.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Sr. Customer Service Associate

Concentrix Pvt. Ltd.
Mumbai
06.2019 - 01.2022
  • Handled and managed the customer service LOB, along with technical assistance.
  • Reviewed daily activity logs detailing interactions between staff members and customers.
  • Mentored junior team members and managed employee relationships.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Assisted customers with billing, troubleshooting and account issues.
  • Escalated issues to correct individuals when typical procedures did not achieve resolution.
  • Utilized a variety of software applications to respond quickly to customer queries.
  • Developed relationships with key clients to ensure repeat business and increased sales opportunities.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.

Education

Higher Secondary Certificate -

Maharashtra Board of Education
01.2008

High School Certificate -

Goa Board of Education
01.2006

Skills

  • Good interpersonal skills
  • Hardworking
  • Systematic
  • Extremely anticipating
  • Self-motivated
  • Good communicator
  • International sales support
  • Bill calculation
  • Refunds processing
  • Time management
  • Problem-solving
  • Rapport building
  • Microsoft office
  • Customer satisfaction surveys
  • Computer skills
  • Written communication
  • Self motivation
  • Multitasking Abilities
  • High-energy attitude
  • Willingness to learn
  • Good listener
  • Ability to lead
  • Team leader
  • Friendly
  • Polite
  • Charming
  • Striving to achieve quality
  • Inbound and outbound calling

Hobbies and Interests

  • Passionate about automobiles
  • Listening to music
  • Playing football

Personal Information

  • Date of Birth: 11/27/88
  • Nationality: Indian

Timeline

Customer Service Analyst

Accenture Solutions Pvt. Ltd.
05.2023 - 09.2024

Sr. Associate

FIS - Fidelity Information services
01.2022 - 09.2022

Sr. Customer Service Associate

Concentrix Pvt. Ltd.
06.2019 - 01.2022

Higher Secondary Certificate -

Maharashtra Board of Education

High School Certificate -

Goa Board of Education

Similar Profiles

CREATE PROFILE
Kenny Edward Roach