Sahil Roy Sarkar
Gurgaon
Summary
Experienced and customer-centric Customer Service Representative specializing in billing and retention, renowned for meticulous attention to detail. Proficient in resolving complex billing inquiries, adeptly managing account adjustments, and executing effective retention strategies to uphold unparalleled customer satisfaction and foster long-term loyalty. Eager to apply expertise and insights to drive the success of Concentrix within the billing and retention department.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Concentrix
11.2023 - Current
- Manage inbound customer inquiries encompassing billing, account adjustments, and retention endeavors.
- Provide comprehensive assistance to customers regarding billing inquiries, billing disputes, and facilitation of payment arrangements.
- Strategically identify opportunities for upselling or cross-selling products/services to enhance customer retention.
- Actively implement tailored retention strategies aimed at minimizing churn rates and fostering increased customer loyalty.
- Execute precise processing of billing adjustments, refunds, and credits in strict adherence to company policies.
- Foster collaborative efforts with various departments, including finance and sales, to swiftly resolve customer concerns and streamline operational processes.
- Maintain meticulous records of customer interactions and transactions within the billing system for accurate tracking and analysis.
Cybersecurity Consultant
Tata Consultancy Services (TCS)
10.2020 - 09.2023
- Providing training and knowledge transfer to client teams on cloud technologies and best practices. Developing and maintaining documentation for cloud architecture and policies.
- Concentrating on identifying and mitigating high-impact vulnerabilities in both the client's environment and on-premises assets. Possessing proficiency in a wide range of vulnerability and SIEM tools, including Sisense, ServiceNow, WIZ, Splunk, Crowdstrike and others. Integrating these tools for comprehensive security.
- Adopting ISO 31000 principles for risk management, regularly reviewing and updating risk assessments, implementing governance, risk, and compliance (GRC) tools, and generating real-time compliance reports.
- Conducting regular vulnerability assessments (VAPT), prioritizing vulnerabilities, and developing comprehensive reports with remediation recommendations. Performing SOC audits to evaluate security controls and incident response procedures.
Education
B. Tech - Electrical
SRM Institute of Science & Technology
ChennaiSkills
- Proficient in billing systems and software (eg, ACSR, Einstein360)
- Strong understanding of billing processes and procedures
- Excellent negotiation and persuasion skills for retention efforts
- Ability to analyze customer needs and provide tailored solutions
- Exceptional communication skills, both verbal and written
- Detail-oriented with a focus on accuracy in billing and documentation
- Ability to remain calm and composed in challenging situations
- Strong problem-solving abilities and conflict resolution skills
Certification
- Microsoft Azure Az 104
- Google Cloud ACE
- Udemy GCP Associate Cloud Engineer
- Udemy AWS Cloud Practitioner CLF C01 &CLF C02
Timeline
Senior Customer Service Representative
Concentrix
11.2023 - Current
Cybersecurity Consultant
Tata Consultancy Services (TCS)
10.2020 - 09.2023
B. Tech - Electrical
SRM Institute of Science & Technology
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