Steven Walter
Lucknow
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Escalation Agent
Travel Trick holidays
London
10.2024 - Current
- Tracked progress of unresolved tickets until successful resolution was achieved.
- Provided first-level customer service and technical support for escalated issues.
- Responded promptly to customers' emails and phone calls regarding their inquiries.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Coordinated with other departments to resolve complex customer issues quickly.
- Strengthened customer retention by offering discount options.
- Managed multiple tasks simultaneously while maintaining accuracy in all work performed.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Chat Support Executive
Omprime technology Pvt Ltd
Gurugram
06.2022 - 06.2024
- In my role as a Chat Support Executive at Omprime Technologies Pvt Ltd, I was responsible for providing chat-based customer support related to flight reservations, flight exchanges, name corrections, itinerary preparation, cancellations, refunds, and handling schedule changes by addressing inquiries and resolving issues in a timely and professional manner. I utilize my strong communication and customer service skills to ensure a positive, efficient experience for all users. Additionally, I contribute to team-building and employee performance review processes to enhance overall support quality.
Analyst
HCL Technologies Pvt Ltd
Lucknow
10.2018 - 07.2022
- Worked in an incident management team, resolved clients' issues through troubleshooting, and assigned the tickets to the relevant team.
- Followed up with internal teams until the issue was resolved.
- I worked on the ServiceNow ticketing system and various other tools, like Jabber, for taking remote connections.
- I worked as an automation analyst to create, run, and troubleshoot a job or program through the command line interface on a Unix server, and the tool Workload Automation.
- Prepared multiple reports on Excel to be shared with the relevant stakeholders for smooth and uninterrupted services.
- Participated in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork.
- Resolved problems, improved operations, and provided exceptional service.
- Improved operations through consistent hard work and dedication.
- Identified issues, analyzed information, and provided solutions to problems.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Executive
Total Sourcing Solutions Pvt Ltd
New Delhi
04.2017 - 10.2018
- Conducted screening of the candidates on the Leads Management Square portal to shortlist them for an online and in-person interview for various available openings in the organization.
- Worked on the LMS tool and Excel sheet to carry out the daily tasks.
- Prepared various reports to be shared with the relevant departments.
- Participated in the mega walk-in drive for screening of the candidates.
- I worked as a team leader, trainer, and mentor of the team.
- Conducted regular meetings with the team to address the issues, and share updates.
- Assisted in employee appraisals, promotions, and terminations based on performance reviews.
Education
Bachelor of Science - Information Technology
Sikkim Manipal University
New Delhi02-2015
Skills
- Ticket tracking
- Technical support
- Customer communication
- Incident management
- ServiceNow proficiency
- Team collaboration
- Report preparation
- Team building
- Adaptability
- Multitasking Capability
Accomplishments
- Received a recommendation letter from one of my employers, Omprime Technology
Timeline
Escalation Agent
Travel Trick holidays
10.2024 - Current
Chat Support Executive
Omprime technology Pvt Ltd
06.2022 - 06.2024
Analyst
HCL Technologies Pvt Ltd
10.2018 - 07.2022
Executive
Total Sourcing Solutions Pvt Ltd
04.2017 - 10.2018
Bachelor of Science - Information Technology
Sikkim Manipal University
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