Web development
Ravi Nigam
Senior Customer Service Representative
Kanpur
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
HCL Technologies
12.2023 - Current
- Provide high-level assistance to customers with inquiries, complaints, and service-related issues.
- Resolve complex customer complaints and Technical issues and Non technical issues promptly and professionally, also ensuring high customer satisfaction.
- Train, guide, and mentored junior customer service staff to help them improve their skills and performance.
- Implemented secure online proctoring solution using platform such as Proctorcam, enhancing online exam security.
- Configured exam setting and proctoring parameter, including screen-monitoring, time limits, and identity verification to ensure a fair testing environment for remote learners.
- Led troubleshooting and technical support effort during high stake exam, resolving connectivity and system issue for over 10000 students
- Utilized AI-driven behavior analytics to detect misconduct attempts through eye movement tracking and anomalous keyboard patterns, improving flagging
- Ensure full compliance with GDPR and other privacy Law by securing candidate data with End to end encryption and secure data storage protocol.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
Branch Operations Manager
Care Health Insurance
07.2019 - 07.2023
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Handling of customers claims across Locations.
- Handling and managing policies of Retail, Bancassurance, Agency and Brokers.
- Assisting in introducing business to the company.
- Responsible for handling the issues regarding the renewal of policies and claims.
- Managing and resolving issues of branches.
- Handling complaints, queries and grievances related to policies of customers.
- Creating MIS.
- Handing Remote Location Branches.
- Processed 1100 Claim settlements were done.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
Systems Engineer
ISKCON Temple Kanpur
09.2017 - 10.2018
- Evaluated new tools and technologies for possible integration into existing infrastructure environments.
- Responsible for optimizing the data base using SQL queries and using store procedure.
- Also maintain the networking in the organization.
- Responsible for Live broadcasting of temple through social media platform & their official broadcaster Mayapurtv.com
- Responsible for network troubleshooting, installation, and configuration performance of the system.
- Ability to handle various tasks simultaneously, ensuring smooth temple operations.
- Responsible for updating the official temple website & implementation of the donation payment gateway.
- Implemented networking and server changes to meet client budgets and needs.
- Maintained up-to-date knowledge of emerging technologies, incorporating innovative solutions into existing systems when appropriate.
Education
Master of Computer Applications - Computer Applications Development
Jagran Institute of Management
Kanpur 04.2001 -
Bachelor of Computer Applications - Computer Applications Development
Dr Virendra Swarup Institute of Computer Studies
Kanpur, India 04.2001 -
Skills
Customer support
Database Management
Troubleshooting
Networking
Debugging
Process optimization
Adaptability and flexibility
Teamwork and collaboration
Relationship building
Software
SQL Management
Aspnet , C#
Timeline
Senior Customer Service Representative
HCL Technologies
12.2023 - Current
Branch Operations Manager
Care Health Insurance
07.2019 - 07.2023
Systems Engineer
ISKCON Temple Kanpur
09.2017 - 10.2018
Master of Computer Applications - Computer Applications Development
Jagran Institute of Management
04.2001 -
Bachelor of Computer Applications - Computer Applications Development
Dr Virendra Swarup Institute of Computer Studies
04.2001 -
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