Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic
Nikunj Patel

Nikunj Patel

Technical Associate Support Coach For New Hires

Summary

Objective:


Proactive and hardworking with good communication skills along with ample experience in voice, semi-voice, non voice and technical support process looking for opportunities to enhance my skills & knowledge and to develop my career further.


Overview

9
9
years of professional experience
4
4
Languages

Work History

Senior Associate Technical Support- Verizon

Tech Mahindra
10.2022 - Current
  • Technical Support for Verizon wireless and Verizon Wholesale. Delivered service and support to end-users. Escalated priority issues per Client specifications to the immediate lead as applicable.
  • Collaborate with other departments, such as technical support, sales, billing, payments or product development, to address customer requests/concerns that require their expertise. Adhere to company policies, procedures, and service-level agreements (SLAs) related to customer support, including response times, resolution targets, and quality standards.
  • Stay updated on product updates, industry trends, and customer support best practices through training sessions, workshops, or self-learning initiatives. Managed creation of Shared technical tickets and resolving the tickets by using tool and closing the resolved tickets. Troubleshooted and resolved VPN connectivity issues promptly to minimize downtime for remote users.
  • Administered user accounts and access via Active Directory, ensuring adherence to security protocols. Provided comprehensive support for Windows OS, handling startup problems, memory, and disk utilization.
  • Configured and oversaw POS, payment terminals, printer functionalities across various platforms. Supported desktops, laptops, iPhones, iPads, All wireless and wired devices and peripherals, resolving hardware and operating system issues. Troubleshot basic Microsoft Office problems to maintain smooth workflow.
  • Implemented and managed Mobile Device Management (MDM) solutions for enhanced device security. Logged, tracked, and expedited incident resolution in compliance with SLAs using Service Now. or client tool.

Senior E Support Officer

24/7 In-Touch Private Limited
09.2021 - 05.2022
  • Handled incoming customer inquiries through chats and provided resolutions. Assisted customers in resolving payment, technical or product-related issues by providing step-by-step instructions, troubleshooting guidance for website and application, or escalating complex problems to the appropriate department.
  • Communicated fluently and clearly to ensure effective communication with customers. Identifying and resolving customer complaints or issues by actively listening, empathizing, and finding appropriate solutions.
  • Maintain accurate and detailed records of customer interactions, inquiries, complaints, and actions taken in a customer relationship management (CRM) system.
  • Adhere to company policies, procedures, and service-level agreements (SLAs) related to customer support, including response times, resolution targets, and quality standards.
  • Experienced Senior Associate driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems.
    Hardworking Senior Associate enthusiastic about take on exciting new challenges within process. Dynamic communicator with disciplined approach.

Digital Interaction Associate - Semi Voice

24/7 Customer Private Limited [24]7.AI
07.2020 - 07.2021
  • Handled incoming customer inquiries through chat, emails and provided resolutions.
  • Assisted customers in resolving billing, payments, technical or product-related issues by providing step-by-step instructions, troubleshooting guidance, or escalating complex problems to the appropriate department.
  • Adhere to company policies, procedures, and service-level agreements (SLAs) related to customer support, including response times, resolution targets, and quality standards.
  • Maintain accurate and detailed records of customer interactions, inquiries, complaints, and actions taken in a customer relationship management (CRM) system.
  • Communicated fluently and clearly to ensure effective communication with customers. Identifying and resolving customer complaints or issues by actively listening, empathizing, and finding appropriate solutions.

Phone Banking Officer

Concentrix Daksh Services India Private Limited
12.2017 - 05.2019
  • Act as the primary point of contact for customers calling the bank, addressing their questions and concerns. Assisting customers with various banking needs, including account inquiries, transactions, and other banking-related issues.
  • Identifying and resolving customer problems effectively and efficiently. Giving customers accurate and helpful information about bank products, services, and procedures.
  • Maintaining detailed records of customer interactions and transactions. Following bank policies, procedures, and regulatory guidelines. Identifying opportunities and suggesting additional banking products or services to customers.
  • Keeping up-to-date with changes in bank products, services, and procedures. Meeting or exceeding customer service and productivity goals.
  • Handling various financial transactions, such as fund transfers, payments, and account maintenance tasks. Helping customers with online banking access, troubleshooting, and navigation.
  • Escalating unresolved issues to the appropriate department. Promoting bank products and services to customers.

Customer Care Representative

Tata Business Support Service Limited
06.2016 - 05.2017
  • Addressing customer questions about products, services, billing, and account management. Resolving issues related to orders, returns, refunds, or other customer concerns.
    Offering technical assistance and guidance to customers.
  • Listening to customer complaints, understanding their concerns, and taking appropriate action to resolve them.
    Maintaining accurate records of customer interactions, including inquiries, resolutions, and feedback.
    Creating positive relationships with customers by being helpful, patient, and attentive.
  • Following company guidelines, protocols, and compliance standards while handling customer interactions.
    Sales and Up-selling: Identifying opportunities to upsell or cross-sell products and services. Gathering customer feedback to improve products, services, and processes.
  • Escalating Issues: Identifying and escalating complex issues to appropriate departments or managers for resolution. Staying up-to-date on product and service information to effectively assist customers.
  • Meeting or exceeding performance targets such as call volume, resolution time, and customer satisfaction.

Education

Bachelor of Commerce - Commerce

GITAM Deemed To Be University
Visakhapatnam, India
04.2001 -

Intermediate Certificate - CEC

Board of Intermediate Education
Hyderabad, India
04.2001 -

Secondary School Certificate(SSC) -

Board of Secondary Education
Hyderabad, India
04.2001 -

Skills

  • Computer Literacy
  • Quick Learner
  • Service-focused
  • MS Office
  • AI Prompts
  • Service Quality
  • Customer Service Management
  • Service Now
  • Public Speaking

Additional Information

Achievements & Awards:


  • Received the Super Talented Achiever of the Year Award at Concentrix Daksh Services India Private Limited.
  • Received BRAVO award for outstanding work and process improvements from Tech Mahindra.
  • Received Unstoppable Bonus Award from Verizon Client.


Interests:


  • Listening to Music
  • Dancing Watching


Activities:


  • Travelling
  • Walking


Personal Details:


  • Date of Birth : 26/11/1992
  • Marital Status : Married
  • Nationality : Indian
  • Gender : Male

Timeline

Senior Associate Technical Support- Verizon

Tech Mahindra
10.2022 - Current

Senior E Support Officer

24/7 In-Touch Private Limited
09.2021 - 05.2022

Digital Interaction Associate - Semi Voice

24/7 Customer Private Limited [24]7.AI
07.2020 - 07.2021

Phone Banking Officer

Concentrix Daksh Services India Private Limited
12.2017 - 05.2019

Customer Care Representative

Tata Business Support Service Limited
06.2016 - 05.2017

Bachelor of Commerce - Commerce

GITAM Deemed To Be University
04.2001 -

Intermediate Certificate - CEC

Board of Intermediate Education
04.2001 -

Secondary School Certificate(SSC) -

Board of Secondary Education
04.2001 -

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Nikunj PatelTechnical Associate Support Coach For New Hires