PARAS YADAV
Noida
Summary
Senior Customer Service Representative with proven expertise in client relationship management and performance optimization at HCL Tech. Achieved a 95% customer satisfaction score while reducing complaints by 30% through targeted training initiatives. Skilled in technical support and proactive problem-solving, enhancing team effectiveness and customer retention rates.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
HCL Tech
10.2023 - Current
- Lead troubleshooting and support for advanced medical equipment, including Red Blood Cell Collection Devices (MCS+) and Plasma Collection Systems(PCS2, Nexsys), ensuring donor safety and product integrity.
- Handled 50+ customer inquiries daily via phone, email while maintaining high service standards.
- Trained and mentored 5+ new team members, improving onboarding efficiency and team performance.
- Reduced customer complaints by 30% through proactive communication and problem resolution.
- Maintained a CSAT (Customer Satisfaction Score) of 95% for 12 consecutive months.
- Implemented a follow-up system that increased customer retention by 15%
Technical Support Advisor
Concentrix
Gurgaon
09.2022 - 09.2023
- Delivered comprehensive remote support across North America, resolving hardware and software issues efficiently.
- Diagnosed hardware, software, and network problems for over 50 users weekly with a 95% first-call resolution.
- Provided support for Windows using RDP, maintaining a 98% client satisfaction rate through prompt responses.
- Demonstrated expertise in multiple operating systems and applications, including Adobe Creative Suite and Office 2021/365.
Education
Bachelor of Technology - Electronics and Communication
Moradabad Institute of Technology
07-2022
Intermediate - Science
Green Meadows School
Moradabad03-2018
Skills
- Performance optimization
- Technical fault tracking
- Customer service and support
- Client management
- Proactive initiative
- Problem solving
- Microsoft Office proficiency
- Technical documentation
- Team leadership
- Training and development
- Hardware integration
- Technical support and troubleshooting
Certification
- Avoid Email Mistakes
- Email Essentials
- Retail Conflict Management De-Escalation
- Attributes of Salesforce and Usage
Accomplishments
- Awarded 'Best Performer in the Last 6 Months' by Dell, reflecting exceptional client recognition and outstanding performance.
- Received acknowledgment for highest performance on the floor at HCL, with a user satisfaction rating of 92%, demonstrating superior service quality and effectiveness.
- Promoted to Trainer for new hires and floor assistants, highlighting a demonstrated ability to lead, mentor, and enhance team capabilities.
Hobbies and Interests
- Traveling and photography
- Cooking and fitness
- Music
Languages
- English
- Hindi
Timeline
Senior Customer Service Representative
HCL Tech
10.2023 - Current
Technical Support Advisor
Concentrix
09.2022 - 09.2023
Bachelor of Technology - Electronics and Communication
Moradabad Institute of Technology
Intermediate - Science
Green Meadows School
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