Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
Languages
Websites
Timeline
Generic

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
Moradabad
03-2018

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

Websites

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

Similar Profiles

CREATE PROFILE
PARAS YADAV