SK Arshad

Subject Matter Expert:

• Managed SL cases, email consults, and BUGS while supervising the chat queue to ensure SLA targets are met.
• Monitored KPI metrics of the team, such as Csat, AHT, Quality, and FCR, to ensure business commitments are met.
• Collaborated with PSMs and cross-functional teams, such as the Reverse Logistics team, order management, and R4 teams, to streamline the process.
• Conducted daily and weekly connects within the team to share the process-related updates.
• Conducted weekly and monthly audits within team to ensure adherence to quality metrics.
• Consistently ranked in the top three by achieving targets assigned for metrics, including team productivity, quality scores, invalid consult reversions, and BUG errors.
• Submitted multiple process improvement ideas each month, and showed the insights to improve the customer's FCR rate.
• Bifurcated the policies between cross teams, and shared the common policies that apply within the two teams to ensure the same resolutions have been implemented between the two projects.
• Tested the new workflows launched by the PSMs, and shared the insights.

Tier 2 (IT Customer Support Analyst):

• Addressed complex billing, connectivity, and payment issues using Buganizer, Cases 2.0, and Payment Centre ICS.
• De-escalated high-stakes cases, and utilized advanced tools effectively.
• Handled order management escalations, including replacements and reverse logistics backorders.
• Processed RMAs and resolved subscription issues.
• Optimized shipping processes with carriers and tools like HOUW and Salesforce.

Tier 1 (IT Customer Service Associate):

• Resolved carrier and device issues via chat/email, exceeding satisfaction targets.
• Handled billing inquiries, promotions, and shipments with an average handle time of 5 to 7 minutes, and high first-call resolution rates.

• Provided technical support to Verizon customers, including troubleshooting network carrier issues and device performance issues, and resolving billing, promotion, and order management inquiries.
• I have expertise in customer retention and have consistently exceeded C-sat, AHT, and SLA targets.

• Provided comprehensive customer support for Spectrum, a leading U.S.-based multi-service provider.
• Managed a high volume of customer inquiries through email and chat for Samsung e-commerce.
• Processed order confirmations, provided shipment updates, resolved Edge issues, and met the metrics month on month.