RONALD TOPPO
Howrah
Summary
Dependable and dedicated customer service associate with 9 years of industry experience. Aspires to learn and grow with an organization which is a global leader and has a diverse presence. Solid team player with a positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and ensure every professional activity as a value addition to client, organization and self.
Overview
9
9
years of professional experience
Work History
Information Process Specialist
Tata Consultancy Services
Kolkata
06.2019 - Current
- Project- Scottish Power
- Aligned with tier 2 extra care complaints team, managing escalated complaint cases to restore customer-company trust.
- Trained in offering Utility services including door-to-door electricity and gas supply along with providing on-demand smart thermostat and Boiler care paid services for eligible households throughout the United Kingdom.
- Trained in handling emergency situations and resolving any issues related to meter arrangements.
- Deals with newly introduced solar energy support and plumbing and drainage system insurance coverage for personal properties.
- Provides back end billing and payment support over chat and email platforms for various disputes including direct debit or cash, refunds, payment adjustments, final billing, settlements, installment plans setup and discussion of billing cycles.
- Provides technical assistance to customers for electricity and gas meters including SMETS1 and SMETS2, as well as credit and prepayment meters. Assists with basic troubleshooting, read recording, meter resets, in-home display devices setup, and manual credit applications.
- Provides specialized support for escalated complaint cases including meter mismatch, MPAN and MPRN discrepancies, and updates to the National Database.
Subject Matter Expert
Wipro DO&P
Kolkata
12.2015 - 06.2019
- Project- British Telecom
- Managed a team of 25 as a floor support under the supervision of manager.
- Provided exceptional support for customers by effectively resolving complex billing issues such as direct debit setup, payment handling, missing payment disputes, refunds, and compensations following exhaustive investigations.
- Successfully maintained the PSTN (landline) network by effectively troubleshooting hardware issues, such as telephone sockets and ADSL filters.
- Resolved connection related issues like no dial tone, call dropping, poor line quality, and cross connections by conducting troubleshooting steps.
- Enhanced troubleshooting of network connectivity by addressing domain checks, resolving SNR resets, and optimizing wireless channels and frequency.
- Provided technical support for TV, including internet protocol channels, online players, and TV based applications.
- Assisted customers with online account lockout related complaints and password reset using defined IT policies.
Education
Bachelor of Arts -
Janardan Rai Nagar Rajasthan Vidyapeeth (University)
01.2018
Senior Secondary school of Examination (10+2) -
National Institute of Open Schooling
01.2014
Skills
- Information Technology Infrastructure Library (ITIL) certification
- Agile certification
- Proficient in usage of SAP, ISU, and CRM systems
- Knowledge of Cisco and Avaya hardware troubleshooting
- Proficient knowledge of MS Excel
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Bengali
Intermediate (B1)
B1
Timeline
Information Process Specialist
Tata Consultancy Services
06.2019 - Current
Subject Matter Expert
Wipro DO&P
12.2015 - 06.2019
Bachelor of Arts -
Janardan Rai Nagar Rajasthan Vidyapeeth (University)
Senior Secondary school of Examination (10+2) -
National Institute of Open Schooling
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