SAURABH BISHT
Ghaziabad
Summary
Results-oriented Senior Technical Customer Service Associate (operations) with 4.5+years of experience in an International Contact Support environment. Adept at handling diverse customer queries, resolving issues efficiently, and ensuring high levels of customer satisfaction, contributing to company success. Proven track record in managing high chat, email and call volumes, utilizing CRM software and other work related tools, and delivering exceptional service in fast-paced environments. Strong communication skills, problem-solving abilities, and a commitment to upholding company standards and customer loyalty. Seeking to leverage experience and skills in a dynamic customer service role.
Overview
5
5
years of post-secondary education
11
11
years of professional experience
Work History
Senior Technical Support Associate
Tech mahindra pvt Ltd
Noida
12.2024 - Current
- Currently I am working as a Subject Matter Expert(SME).
- Addressed customer inquiries through effective communication and problem-solving skills over chat and majorly calls with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Led knowledge-sharing sessions to improve team expertise and foster collaboration.
- Developed training materials for new hires to simplify complex subject matter concepts.
- Mentored junior staff in understanding technical content and processes.
- Analyzed data to pinpoint knowledge gaps and recommend actionable improvements.
- Maintained positive working relationship with fellow staff and management.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Analyzed key performance indicators to identify effective strategies.
Executive C.S - OPERATIONS
iEnergizer
09.2021 - 05.2024
- Handled customer inquiries using chat, call, and email communications: Handled high volume of chat, call, and email communications, delivering timely and accurate responses to ensure first-contact resolution and enhance customer satisfaction.
- Managed customer inquiries: Handled a high volume of chat, call and email communications, providing timely and accurate responses to customer questions, concerns, and feedback ensuring customer satisfaction on first resolution.
- Collaborated with teams: Partnered with support teams and management to address complex issues and implement best practices for improved service delivery.
- Assisted in training new support agents on product knowledge and service protocols: Assisted in training new support agents, helping to improve team performance and service quality. Also participated in various training programs to get in-depth product knowledge.
- Resolved issues: Diagnosed and addressed diverse technical and service-related issues, collaborating with other departments to develop effective solutions.
- Maintained records: Documented customer interactions and issues in the CRM system to ensure accurate tracking and follow-up.
Technician
Sunrise Hyundai and Samara Honda
06.2015 - 08.2015
- Assisted in maintaining cleanliness of technical equipment during training.
- Conducted records checks, serviced vehicles, managed inventory, and performed parts replacement and after-sales service.
- Observed and adapted to various workplace cultures and ethics.
- Experienced the different work culture and ethics.
Education
B.Tech - Mechanical engineering
GREATER NOIDA INSTITUTE OF TECHNOLOGY
Greater Noida 09.2018 - 05.2021
Diploma - Automobile engineering
GURU TEGH BAHADUR POLYTECHNIC INSTITUTE
New delhi 08.2013 - 04.2016
Skills
- Zendesk
- CRM
- Technical troubleshooting
- Data analysis
- Call/chat/email support
- Customer acquisition/satisfaction
- Product knowledge
- Time/team management
- Leadership
- Multi-tasking
- Critical Thinking
- Clear communication, and strong problem-solving abilities
- Effective listening
- Relationship building
- Empathy
- Writing skills
Achievements And Awards
- Recently awarded as the best SME of the year(tech mahindra)
- Promoted to different LOB's due to my dedicated hardwork and passion to explore new areas of opportunities.
- Acquired the post of AOPP(IJP) similar to SME(in "Ienergizer") where giving assistance to new joiners and handling critical cases after discussing with other related teams was major priority.
- Praised and awarded as the best CSAT scorer with more than 90% score and 94% accuracy on an average response time basis.
- Always got appointed for shadow calls with the clients regarding the betterment of the process.
Projects
Solar Vapour Absorption Refrigeration System, Built a prototype for the same as my college project even after not getting the appropriate parts due to pandemic which resulted in better scores in my project. My teamwork and problem solving mindset enhanced my skills a lot. Arranged alternatives for the missing parts and coordinated with my other team members which helped us boost our confidence in a significant way. It also reveals our critical thinking approach keeping in mind the deadline and appropriately using our time management skills. Led to a non working prototype model which could be in operating condition, once the alternatives are replaced by the actual missing parts.
Languages
- English, Fluent
- Hindi, Native
Timeline
Senior Technical Support Associate
Tech mahindra pvt Ltd
12.2024 - Current
Executive C.S - OPERATIONS
iEnergizer
09.2021 - 05.2024
B.Tech - Mechanical engineering
GREATER NOIDA INSTITUTE OF TECHNOLOGY
09.2018 - 05.2021
Technician
Sunrise Hyundai and Samara Honda
06.2015 - 08.2015
Diploma - Automobile engineering
GURU TEGH BAHADUR POLYTECHNIC INSTITUTE
08.2013 - 04.2016