Narendra Parasar
Bhilwara
Summary
Dynamic Senior Customer Experience Engineer with a proven track record at Flydocs India Pvt Ltd, excelling in team collaboration and analytical problem solving. Successfully resolved escalated customer issues, enhancing satisfaction scores through effective communication. Mentored team members while driving innovative solutions, ensuring seamless project management and customer engagement.
Overview
10
10
years of professional experience
Work History
Senior Customer Experience Engineer
Flydocs India Pvt Ltd
01.2024 - Current
- Resolved escalated customer's inquiries and concerns to maintain satisfaction.
- Managed the region wise [Middle East, Asia Pacific] customer's ongoing concerns and attended the Weekly calls regularly.
- A collaboratively worked with the internal stakeholders to get the resolution of the customer's concerns effectively.
- Engaged with the product owner to achieve resolutions of created JIRA items (Bugs and Tasks) effectively on a daily basis.
- Developed customer service initiatives to improve performance and uplift customer satisfaction scores.
- Handled the shift, and Coached and mentored service representatives to deliver polite, professional customer interactions.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organized client-focused meetings to identify customer concerns by observing the scenario.
- Facilitated and provided the trainings to the team members on new functionalities of the product.
- Developed the Subject Matter Expert of the functionality to achieve the resolution quickly, effectively, and efficiently.
Customer Experience Engineer (Level 2)
Flydocs India Pvt Ltd
09.2018 - 12.2023
- Presented the demo to the customer related to a new functionality of the product.
- On daily basis checked the Maintenance Control Centre attachment rate and the tracking of the unattached records to the reason behind of it.
- Provided an urgent assistance to the client in the teams call.
- Managed the end to end project according to the technical team's/ customer's requirements.
- Assisted the team members to resolve the miscellaneous queries of the customers.
- Managed the bugs and tasks items by creating the development item on the JIRA platform.
- Analyzed the CRF (change request form) for the innovative ideas of the functionality to enhance the system.
Customer Support Assistant
Flydocs India Pvt Ltd
06.2017 - 08.2018
- Created the specification to enhance the functionality on the production environment.
- Created the testing procedures and potentially tested the WIs on the various platforms: SIT, UAT and production.
- Created the change request form based on the client's requirements.
- Maintained and resolved the design issues of the flydocs platform.
- Responded to customer inquiries and provided technical assistance via chat, emails and on the calls.
On Job Training
Centre For Air Borne System (CABS), DRDO
05.2015 - 11.2016
- Analyzed the aircraft performance parameters with & without modification of the aircraft by installing the Radar.
Education
Bachelor of Science - Aeronautical Engineering
The Aeronautical Society of India
New Delhi, India12-2014
High School Diploma -
Shree Swaminarayan Higher Secondary School
Ahmedabad, India05-2009
Skills
- Team collaboration
- Critical thinking
- System troubleshooting
- Time management
- Agile methodologies
- Analytical problem solving
- Multitasking
- Good judgement of the tickets
- Mentoring
- Flexibility
- Task Management
- Communication
Timeline
Senior Customer Experience Engineer
Flydocs India Pvt Ltd
01.2024 - Current
Customer Experience Engineer (Level 2)
Flydocs India Pvt Ltd
09.2018 - 12.2023
Customer Support Assistant
Flydocs India Pvt Ltd
06.2017 - 08.2018
On Job Training
Centre For Air Borne System (CABS), DRDO
05.2015 - 11.2016
Bachelor of Science - Aeronautical Engineering
The Aeronautical Society of India
High School Diploma -
Shree Swaminarayan Higher Secondary School
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