Syed Mohammed Bokhari

Worked for ISP (Internet Service Provider), i.e. AT&T (American Telephone & Telegraph Company).

• Handled inbound technical calls which involves organized standard troubleshooting steps in order to bring the customer back online.
• Handled calls and resolved the difficulty the customers facing to get their Telephone & Internet line transferred.
• Handled supervisor escalation calls for the new employees.
• Lead and organize the team huddles, and cascade the updates to the team, as advised by the client.
• Audited calls of the new joiners, provided one-on-one feedback, and published their scores.

Worked as a Call Quality Auditor for Nationstar Mortgage.

• Monitored and audited mortgage calls of US and Manila agents on process and compliance parameters and provided offline feedback.
• Conducted process assessments within the team to identify areas of improvement and provided feedback to agents on areas of improvement for better business operations.

Worked as a Quality Analyst for Hartford Insurance.

• Monitored and audited customer service and sales calls on process and compliance parameters, and provided offline feedback.
• Audits were also based on recorded glassbox application sessions, wherein we used to monitor the issues customers were facing on the Hartford website.
• Monitored sessions where customers were finding difficulty in password reset and log-in issues with different error messages. For example: 'Contact administrator of website',Oops page cannot be displayed and contents of the site has been blocked', etc.
• Monitored sessions where customers were having difficulty hovering over different options in order to land on the desired web page or service they were looking for.
• Worked on Hartford website improvement projects with clients to update/add new and user-friendly options for customers, so that they can fill in the insurance application by themselves hassle-free, depending upon the business type and classification on the Hartford website.

Currently working for Nationwide Insurance.

• Updating customers' insurance policies on Nationwide applications for both current and renewal terms.
• Providing premium quotes to the clients for amending adding, removing and updating packages to the existing insurance policies.
• Troubleshooting and clearing the errors which are stopping the flow of the policy on the Nationwide application.

Worked for Internet Service Provider, Verizon.

• Handled inbound technical troubleshooting and billing calls of the U.S. customers.
• Handled troubleshooting calls by taking remote access of the customer's computer, following the organized standard format of troubleshooting.
• Handled calls related to dispatching technicians to the customers' premises if unable to bring the customer online, even after following the troubleshooting steps.
• Used to collect the process-related queries from the team on a daily, weekly, or monthly basis and organize client calls, and cascade the updates to the team, as advised by the client.
• Sound knowledge of technical equipment involved in providing internet service connection as per the requirement of the customer.
• Used to provide a detailed invoice and breakdown of the monthly, quarterly, and annual bills, along with the arrears.
• Assisted new team members in learning the process by buddy up and floor support also audited calls of the new joiners, provided one-on-one feedback, and published their scores.