ROSHEN ALEX PHILIP
Mumbai
Summary
Resourceful Customer Support Agent known for high productivity and efficient task completion. Specialize in conflict resolution, technical support, and customer relationship management. Excel in communication, empathy, and problem-solving to enhance customer satisfaction and loyalty.
Overview
9
9
years of professional experience
Work History
Customer Support Agent
HGS (Hinduja Global Solution)
10.2024 - 03.2025
- It was a 100 percent email process on paper
- I worked for Viacom 18 with the App Jio Cinema it was on a monthly contract base and they needed people to help with customer support that would be needed before the merger
- The merger to Hotstar has taken place successfully and my contract came to an end
- I worked with emails but ended up handing all the complaints as well on phone calls as there were multiples complaints in terms of the subscriptions and there were merger related technical difficulties as well which needed to be explained
- So all the escalated calls and email correspondence was handled by me and the team took care of the emails while I took care of the calls
- Handled Social media accounts of the clients like Twitter (now known as X) and Instagram on calls as well as per the clients needs
Relationship Manager
Upstep Academy
01.2024 - 06.2024
- My roles included handling complaints from the parents and the students pertaining to the class and the coaches
- It also includes technical support help and even related to communication in terms of any changes that affect the classes
- So my job was to maintain a strong bond and relationship by trying to meet the customers expectations in most cases and also contacting them for renewals when the course would come to an end
Tech Support Agent
Tech Mahindra
10.2019 - 10.2022
- Company Overview: Mumbai based ed tech firm
- Handled both calls and chats and did tech support (second line tech support) for Three Telecom networks (UK based)
- I also worked in Fraud and security under the same process as well, so I had a 360 degree experience in terms of how it functions in those years
- Worked with bill related issues and progressed to technical support and had some experience in fraud and security as well
- Mumbai based ed tech firm
CSE agent
Sitel
02.2016 - 11.2018
- Company Overview: UK based
- Worked in the Nectar process and handled calls for one year and I was handling chats as well from the second year
- Nectar is a loyalty card, which can be used to purchase goods from a store!
- It is based in the UK
- Worked with issues regarding the card like it could be damaged to even changing the name on the card and Nectar points related issues were handled by me and my team then handled calls and chats as it progressed into a blended process for me
- UK based
Education
B.A. - Sociology
Wilson College, Mumbai University
Mumbai01.2012
Class 12 - CBSE
Indian School
Muscat01.2009
Class 10 - CBSE
Indian School
Muscat01.2007
Skills
- Microsoft Office
- Technical support
- Email correspondence
- Customer relationship management
- Complaint resolution
- Fraud prevention
- Problem solving
- CRM software
- Customer success management
- Customer service excellence
- Photoshop
- FCP (Basic Editing)
- Peoplesoft
- Leadsquared
- Salesforce
- Sprinklr
- Photography- DSLR 3100 Nikon
Languages
- English
- Hindi
- Malayalam
Projects
Assistant Director in Feviquick Ad, Worked as Assistant Director and acted in the ad. Did storyboarding and casting. Assistant Director in Red Bull Ad, Worked as Assistant Director and acted in the ad. Helped in execution and set up of the shoot. Assistant Director in Dollar Club Ad, Helped with lighting, casting, and storyboarding for the shoot.
Personal Information
- Date of Birth: 04/19/91
- Gender: Male
Extra Curricular Interests
- Music enthusiast
- Playing the guitar
- Photography
- Movies
- Table tennis
- Stand up comedy
Timeline
Customer Support Agent
HGS (Hinduja Global Solution)
10.2024 - 03.2025
Relationship Manager
Upstep Academy
01.2024 - 06.2024
Tech Support Agent
Tech Mahindra
10.2019 - 10.2022
CSE agent
Sitel
02.2016 - 11.2018
B.A. - Sociology
Wilson College, Mumbai University
Class 12 - CBSE
Indian School
Class 10 - CBSE
Indian School
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