Shray Muley

• Address customer inquiries received on Freshdesk via email concerning: account deletion, modifications to customer accounts, and application-related questions about programs and accelerators.
• Carry out moderation and historical moderation tasks to spam users and company profiles that do not comply with company standards.
• Remove spammed company and user profiles that are older than 30 days, and have not received any responses to notification emails sent to them.
• Spam Keyword Task: Check 7,000 profiles per month using keywords assigned by T. L. and Support Manager.
  Identify and spam profiles that are spammy.
  
• Training: Conduct buddy-up sessions for new hires for the moderation task, and help them with tickets.
• Queue Management: Distribution and clearing of night stack tickets.
  Taking ownership of important tickets.
  

Senior Member Support Responsibilities:

• Help Tide India customers through email, chat, and phone calls.
• Handle questions about failed payments, accounts, loans, offers, and refunds.
• If needed, send payment or other issues to internal teams for faster solutions.
• Work with different internal teams to resolve members' questions.
• Answer questions from other support team members on Slack.
• Check that everyone follows procedures and meets deadlines daily.
• Make sure new tickets are assigned correctly, and open tickets are updated.
• Help all team members by following internal procedures.
• Handle all necessary questions during busy times.
• Serve as a backup for the team lead.
• Inform the team lead, and the team lead then update the Confluence page with the latest process updates if required.

• Provided global customer support via Zoom, email, and chat for Asset Panda.
• Addressed inquiries about inventory software, and data storage.
• Utilized Salesforce ticketing to resolve issues, aiming for first-contact resolution.
• Reported bugs and suggested new features based on customer needs.
• Assisted customers with integrations to systems like Active Directory, Azure AD, Jamf, GDM, and G Suite.
• Delivered remote support for troubleshooting.

• Re-joined the company and is currently working for International Process: MasterCard. Tool Name: Service Cloud.
• To assist customers with queries related to token support for international processes.
• To focus on providing first call resolution to customer.
• To handle inbound and outbound calls in order to verify the account of client's customers for further troubleshooting shooting in order to assist them in unlocking accounts, which helps customers to view invoices of their customers and other billing related issues.
• In case a customer is not available for call, we request the company's Security Administrator to verify them as an active employee of their organization to proceed with further troubleshooting.
• To escalate the case, to correct queues for further assistance and to timely update the status of customers about the case/ticket number.
• To provide timely response to cases in queue in order to maintain the Service level Agreement( SLA).

• Worked in the billing queue (emails) of the process, and it involves working on escalated cases related to billing received from different queues within the process. To work on the cases as per the policy of the client in building, this involves creating or declining credit/refund to the client, as well as escalating cases to the internal department/team in order to apply payments on the invoices, tax-related issues of the client, etc.
• Worked on Zendesk software to create case notes and update notes if a case has already been created as per discussion and client query. Also, send emails to customers from Zendesk to update them regarding the status of their queries, so that they will know about the same.
• Also, having experience creating tickets with an engineering team through Fresh Service tickets in case a customer raises any dispute regarding the billing of any product, or to know who actually placed the order at the customer’s end (if the customer claims they haven’t placed an order or has any other technical issue). Also, I have experience working on billing cases raised by internal teams from the client’s end. This also involves calling customers directly at their request, by asking for the best time to reach out to them in case they wish to receive a call directly from the billing department for an explanation of their query.
• Handling customer queries and complaints on calls: Also worked on calls received mainly from the US and Canada. Experience working in all-time handling zones and handling all types of customer queries related to billing, technical support, and any other support related to the customer’s product.
• I escalated the case to the Microsoft support team by troubleshooting to determine the exact root cause of the customer’s issue, in order to create a case with Microsoft support and schedule a callback from Microsoft.
• The case is escalated to the Microsoft/Concerned team only if the customer query is unresolved after basic troubleshooting from our end, in order to resolve the client query on the call itself for first-time resolution. This also involves providing relevant articles to assist them in resolving the issue.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Focus on virtual banking for customers.
• Generate sales for banking products (cards, loans, and investments).
• Improve the banking experience for portfolio customers.
• Handle customer inquiries and complaints.
• Update customer interactions in the CRM.
• Promote digital loan processes.
• Encourage customers to maintain high account balances.
• Make at least 25 customer contacts daily, meeting income targets.
• Profile customers to better offer relevant products.
• Increase portfolio size by adding new customers through referrals.
• Call customers on their birthdays.
• Address trigger calls promptly to identify customer needs.
• Increase digital banking adoption.
• Meet Key Objective (KO) targets, and properly tag customer interactions.
• Provide solutions and pitch products based on customer needs.
• Group related customer accounts under one relationship manager.
• Escalate complex issues to the back-end team.
• Drive sales through virtual channels, and meet business targets.

• Respond to customer questions and complaints through chat.
• Make sure customers get the right solutions to their problems.
• Help customers order products.
• Keep customers happy by offering deals that fit the company's rules.
• Follow up with customers if their issues take more than one day to fix.
• Help customers with billing problems or questions about charges.
• Send complicated issues to senior staff with clear notes, so they can be resolved quickly.
• Give correct information about products and prices.

• Overseeing all operations, and ensuring quality.
• Improving processes to make transactions smoother.
• Checking daily schedules, organizing shipment routes, and assigning tasks to the team.
• Managing all inbound (incoming) and outbound (outgoing) operations.
• Tracking and maintaining reports on pick-up rates and reverse pick-ups.
• Tracking domestic and surface shipments to ensure timely delivery and pick-up.
• Ensuring store security and managing daily operations.
• Planning to optimize transportation costs and vehicle use without affecting on-time deliveries.
• Developing customized store, logistics, and distribution solutions for different divisions and customers.
• Managing overall inventory, including planning and executing shrink control policies to protect company assets, and minimize losses.
• Controlling theft and fraud by implementing prevention, detection, resolution, and recovery strategies.
• Resolving customer delivery issues, and communicating alternative delivery options.
• Analyzing the reasons for delays, and reporting to senior management.
• Preparing and submitting reports on shipment details, return product data, productivity, and employee schedules.