Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mark Lenzi

Customer Support Executive
Bengaluru

Summary

Driven by a commitment to excellence, I leveraged my adaptability and technical proficiency at Rippling to enhance customer satisfaction and service delivery. Specializing in complaint resolution and continuous improvement, I effectively communicated across platforms, leading to operational efficiencies and a track record of resolving complex customer issues, fostering long-term loyalty.

Overview

9
9
years of professional experience

Work History

Customer Support Specialist

Rippling
05.2024 - Current
  • Provided timely customer support via email, chat, and Zoom, ensuring prompt issue resolution.
  • Resolved payroll integration, leave management, and attendance tracking issues effectively.
  • Escalated technical issues to engineering promptly for resolution and kept customers updated.
  • Utilized CRM systems to document interactions, reported incidents proactively, and collaborated cross-functionally to enhance service delivery.

Email Support Executive

Jupiter Money
10.2022 - Current
    • Demonstrated prompt and professional responses to customer inquiries via email, ensuring accurate information dissemination and high satisfaction levels.
    • Provided comprehensive assistance for account setup, login procedures, password resets, and technical issue resolution, ensuring a seamless user experience.
    • Acquired in-depth product knowledge to effectively communicate benefits and offer guidance on features and transactions.
    • Collaborated with cross-functional teams to investigate and address complex customer complaints, ensuring swift resolution and proactive improvement measures.
    • Maintained meticulous records of customer interactions, identifying recurring issues and trends for data-driven analysis and service quality enhancement.

Everyday Banking Officer

HSBC Electronic Data Processing India Private Limited
04.2021 - 05.2022
    • Executed thorough transaction monitoring and participated in procedural updates to uphold compliance standards and mitigate risks effectively.
    • Conducted comprehensive fraud monitoring for high-value transactions, providing vigilant oversight and immediate assistance to safeguard customer interests.
    • Led training and development initiatives for new team members, ensuring proficient service delivery and team cohesion.

Customer Support Representative

HSBC Electronic Data Processing India Private Limited
02.2018 - 04.2021
  • Resolved customer inquiries and complaints with empathy and professionalism, meeting service level guidelines and fostering positive experiences.
  • Stayed updated on product changes and promptly responded to inquiries from potential customers, showcasing product knowledge and brand confidence.
  • Adhered meticulously to all customer call guidelines, optimizing productivity while maintaining exceptional service standards.

Customer Support Executive

ZTE Telecom India Private Limited
05.2015 - 06.2017
  • Took ownership of customer issues and drove resolution to elevate satisfaction and foster long-term loyalty.
  • Identified enhancements for the customer support chat team, offering innovative suggestions and contributing to operational efficiency improvements.
  • Analyzed complaint data rigorously to pinpoint root causes, trends, and regulatory concerns, leveraging insights to drive continuous improvement initiatives.

Education

ICSE -

Baldwin Boys High School
Bangalore
04.2001 -

P.U.C -

Baldwin Methodist College
Bangalore
04.2001 -

B.COM -

Sangai International University
Manipur
04.2001 -

Skills

    Outstanding Communication: Proficient in effectively communicating with customers via phone, email, and online chat, ensuring clarity and resolving concerns promptly

    Adaptability: Demonstrated flexibility in handling diverse customer inquiries and resolving issues across various communication channels

    Technical Proficiency: Skilled in utilizing Microsoft Word and Excel to document interactions, troubleshoot technical issues, and provide comprehensive solutions

    Multitasking: Capable of managing multiple tasks concurrently while maintaining attention to detail and delivering high-quality support

    Complaint Resolution: Proven track record in investigating and resolving customer complaints, billing errors, and technical issues to ensure customer satisfaction

    Continuous Improvement: Committed to staying updated on industry trends and product updates, identifying areas for improvement, and proposing solutions to enhance service quality

Timeline

Customer Support Specialist

Rippling
05.2024 - Current

Email Support Executive

Jupiter Money
10.2022 - Current

Everyday Banking Officer

HSBC Electronic Data Processing India Private Limited
04.2021 - 05.2022

Customer Support Representative

HSBC Electronic Data Processing India Private Limited
02.2018 - 04.2021

Customer Support Executive

ZTE Telecom India Private Limited
05.2015 - 06.2017

ICSE -

Baldwin Boys High School
04.2001 -

P.U.C -

Baldwin Methodist College
04.2001 -

B.COM -

Sangai International University
04.2001 -

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Mark LenziCustomer Support Executive