Salman Faiz
Summary
To obtain a position that will enable me to use my strong organizational skills, educational background and ability to work well with people.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Senior Customer Support Executive
R.N. CHIDAKASHI PVT. LTD. (MIKO)
04.2024 - Current
- Process: Chess (Logistics & Customer Support)
- Responsibilities:
- Handling logistics-related queries (Stock availability, Carrier Partner Tracking. Issues with hold packages with carriers due to customs/duties), Refunds, Chargeback complaints, BBB complaints, and consumer complaints.
- Managing the team and supporting them with their queries related to AI-based chessboard issues and cases
- Working as the Acting Team Lead and helping the team with Quality feedback, areas of improvement.
- Developed training materials and conducted workshops, enhancing team performance and increasing customer satisfaction ratings.
Subject Matter Expert
TECH MAHINDRA PVT.LTD.
03.2022 - 06.2023
- Process: Verizon (wireless Support)
- Responsibilities:
- Handling team of 15 associates
- Daily pre shifts, live chat audits, Feedback sharing, take supervisor chats, Quality feedback to improve customer service
Senior associate Technical support
TECH MAHINDRA PVT.LTD.
08.2019 - 02.2022
- Process: Verizon (wireless Support)
- Responsibilities:
- Responsible for taking inbound chats
- Lower bill issues, Port-in process, Add a new line, Plan Change, Device Upgrade, Add a Line (phone number), Add features, Account cancellation, Transfer process, Promotional offers( Holiday offers, Buy one Get one offers), Discount.
Advisor 1, sales
CONCENTRIX INDIA PVT. LTD.
04.2018 - 08.2019
- Process: Comcast (Online sales)
- Responsibilities:
- Responsible for taking inbound Chat from USA Customers.
- Set up new accounts with Line of Business (Cable, Internet/ Home phone/ Home Security), Transfer of services (Mover’s edge), Lower bill cases, Address serviceability tickets through Online Chat support.
Technical support Associate
CONVERGYS INDIA PVT. LTD.
06.2016 - 12.2017
- Process: Comcast (CHSI)
- Responsibilities:
- Responsible for taking inbound Chat from USA customers.
- Resolving the queries related to Internet Speed Issue, Cable channels issue, Modem/router not working, Perform Troubleshooting steps.
- Handling customer complaints and forwarding them into relevant queues to resolve.
- Escalate relevant relationship issues to the senior and Team Leader.
Education
B.M.S - MANAGEMENT
LUCKNOW UNIVERSITY NEW CAMPUS
06-2013
INTERMEDIATE - PCM
U.P. BOARD
06-2010
HIGHSCHOOL - SCIENCE
U.P. BOARD
06-2008
Skills
- Use of Data Management tools and functions –
- Vlookup
- Hlookup
Interests
Listening to music, Cricket
CAREER SUMMARY:
- Skilled in networking with existing and prospective clients.
- Service oriented with excellent communication and interpersonal skills.
- Open to understand and adapt to new social and professional cultures.
STRENGTHS:
- Adaptability to the environment.
- Strong team work, leadership and communication skills.
- Willingness to learn and adapt to new challenges.
COMPUTER PROFICIENCY:
- Able to work on operating systems such as Windows,98/ XP/VISTA/WIN 7 , 8 & 10.
- Good Typing Speed (42 WPM)
Timeline
Senior Customer Support Executive
R.N. CHIDAKASHI PVT. LTD. (MIKO)
04.2024 - Current
Subject Matter Expert
TECH MAHINDRA PVT.LTD.
03.2022 - 06.2023
Senior associate Technical support
TECH MAHINDRA PVT.LTD.
08.2019 - 02.2022
Advisor 1, sales
CONCENTRIX INDIA PVT. LTD.
04.2018 - 08.2019
Technical support Associate
CONVERGYS INDIA PVT. LTD.
06.2016 - 12.2017
B.M.S - MANAGEMENT
LUCKNOW UNIVERSITY NEW CAMPUS
INTERMEDIATE - PCM
U.P. BOARD
HIGHSCHOOL - SCIENCE
U.P. BOARD