Tanvir Rahman
New Delhi
Summary
Results driven professional with expertise in client management and complaint resolution. Proven ability to foster strong relationships and enhance customer satisfaction through effective communication and team leadership.
Overview
7
7
years of professional experience
Work History
Sr. Associate - Customer Support
Tech Mahindra Ltd.
Uttar Pradesh
02.2024 - 03.2026
- Served as primary point of contact for consignors, managing communications via email and chat to resolve queries effectively and promptly.
- Maintained high client satisfaction by proactively addressing escalations and fostering strong professional relationships with consignors.
- Led floor operations by designing and managing team rosters, ensuring optimal workforce allocation and productivity.
• Strategically assigned tasks and monitored team performance to meet daily operational targets and service standards. - Effectively managed employee break schedules to maintain uninterrupted workflow and maximize operational efficiency.
- Partnered with team members and leadership to streamline processes, enhancing overall service delivery.
Technical Support Expert
Excitel Broadband Pvt. Ltd.
New Delhi
07.2020 - 01.2024
- Managing blended processes, including calls, emails, chats, and billing buckets, on web-based application tools.
- Monitoring a web-based dashboard, assigning complaint tickets to the concerned department, and following and updating pending tickets till
closure. - Delivered accurate information to customers via chat and recorded necessary notes in the system.
- Assisted in basic troubleshooting via chat to ensure users maintained Internet access.
- To answer all the queries related to the internet services over the live
chats. - My role was to assist users in finding information, offering suggestions, answering queries, and engaging in meaningful conversations.
- Doing basic troubleshooting on internet issues and internet routing.
Resolving domain names and maintaining the network infrastructure
that makes Internet access possible. - Resolved users' billing complaints and queries through live chat and calls, enhancing customer satisfaction.
- Following up via email or phone with the concerned teams (Paytm,
internal finance, and external vendors).
Front Office Executive (Internship)
Piccadilly Hotel
New Delhi
08.2019 - 09.2019
- Coordinated appointment schedules to maximize office productivity and client satisfaction.
- Welcomed visitors and maintained detailed guest records to enhance visitor experience.
- Executed daily administrative tasks to support office operations.
- Taking direct incoming calls.
- Managed basic inquiries and emails to ensure effective communication.
Education
BBA - Bachelor of Business Administration
Jamia Millia Islamia University
New Delhi, India03-2023
Hospitality Administration And Management -
Jamia Millia Islamia University
New Delhi, India01-2019
Diploma in Computer Application -
Indra Gandhi Institute
New Delhi, India01-2019
Skills
- Client management
- Complaint resolution
- Process improvement
- Workforce management
- Team leadership
- Team supervision
- Relationship building
- Time management
Timeline
Sr. Associate - Customer Support
Tech Mahindra Ltd.
02.2024 - 03.2026
Technical Support Expert
Excitel Broadband Pvt. Ltd.
07.2020 - 01.2024
Front Office Executive (Internship)
Piccadilly Hotel
08.2019 - 09.2019
BBA - Bachelor of Business Administration
Jamia Millia Islamia University
Hospitality Administration And Management -
Jamia Millia Islamia University
Diploma in Computer Application -
Indra Gandhi Institute