Nikunj Mittal

Working as a dedicated Service Delivery Manager (SDM) with AT&T Business to Business Orders (B2B) for Internet and Voice Circuits with the proper installation of different kinds of circuits along with BVOIP services

• Responsible for handling administrative and technical roles, also possess superb leadership and interpersonal skills, end-to-end customer-driven solutions
• Troubleshot technical issues and provided on-site technical support
• Provided technical support for end-users and resolved escalated technical issues
• Created and maintained detailed technical documentation for network hardware and software, allowing for quick resolution of technical issues
• Develop, implement, and maintain quality assurance protocols
• Understand business needs, priorities, and opportunities
• Improve service delivery and customer satisfaction
• Identify customer service improvements and opportunities
• Establish and maintain positive customer impression and relationship
• Proactively identify, mitigate, and track recurring customer service issues
• Provide technical advice and guidance for on-site and off-site Clients
• Providing coaching to new joiners and mentorship to junior associates to ensure high-quality work and strong client relationships.

eClerx provides services including critical error identification, customer experience analysis, and end-user support to help minimize cost associated with servicing clients while improving service levels with below mentioned roles and responsibilities

• Resolving Customer Queries over chat by providing High Quality End User Support especially in billing Concerns like High Bill & Payments Concern
• Handling L2 Level Technical Issue of customers including any UT related (OS and Networking Issues)
• Handled customer complaints calmly and professionally, resolving customer issues in timely manner
• Created reports and documents as requested by office manager
• Utilized sales techniques and strategies to build customer relationships and close sales, resulting in X% increase in sales
• Processed transactions accurately and efficiently, ensuring that all transactions were completed within established time frame
• Worked with project managers to develop and implement strategies for cost savings and resource optimization
• Learned and followed all store policies and procedures, resulting in fewer mistakes and improved customer service.