Summary
Overview
Work History
Education
Skills
Languages
Timeline
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UMASHANKAR G

Bengaluru

Summary

An IT professional & multi-tasking Senior Representative with 3+ years of prolific experience, seeking a position where I can apply my technical expertise to solve challenging problems. Seeking an opportunity to develop new skills to become a team-oriented individual. Hardworking and passionate job seeker with strong organizational skills.

Overview

3
3
years of professional experience

Work History

Sr. Representative Operations

Concentrix India Service PVT LTD
12.2022 - 06.2024
  • Resolved issues through careful research and follow-up with customers
  • Troubleshooting the internet, cable, and home security by sending digitalized signals
  • Running suitable diagnostics to fix the issue
  • Activating the gateway in the inventory by provisioning
  • Booking a designated tech to find the root cause of non-working Wi-Fi, cable, and home security if the issue is unresolved remotely
  • Escalating unresolved issues to the dedicated team by creating an open ticket
  • Answering customer's queries by doing proper research and sending suitable articles
  • Supported team members in their daily tasks, fostering a cohesive and productive work environment
  • Strengthened client relationships through excellent communication skills and consistent followup
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues
  • Learned and utilized upselling techniques to encourage customers to make additional purchases and increase sales
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business
  • Managed high-volume workload while maintaining strong attention to detail and accuracy
  • Increased customer satisfaction by promptly addressing concerns and providing effective solutions

Operation Executive

Startek International Pvt LTD
02.2021 - 07.2022
  • Ensured smooth day-to-day operations by addressing any workflow disruptions promptly and effectively
  • Background verification checking such as criminal cases
  • Verifying the court documents to ensure there is no criminal case
  • Authenticating the court website to check on the background verification
  • If found cases should report accurately
  • Researching criminal cases through various websites
  • Assisted in training new hires with their queries, ensuring they were equipped with the necessary skills for success in their role
  • Being supportive to new teammates in all their queries and assisting them
  • Shared best practices to new joiners to meet the RPH on their daily set target and RPH
  • Ensured to meet the targets that are set and exceed the targets whenever it is required
  • Providing support and reporting to the supervisor
  • Ensure to work on the task before the timelines that are set by the organization
  • Always ensured to meet the metrics and being at 100% at my metrics
  • Met the expectations of RPH and Quality and consistently been at 100%
  • Supporting the team during the volumes and ensuring the SLA is met

Education

Pre-University -

Sheshadri Puram College
Bengaluru, India
05.2014

Bachelor's Degree in Elementary Education -

Isaac Newton English School
03.2012

Skills

  • Relationship Building
  • Customer rapport
  • Sales Support & expertise
  • Client Support &Services
  • Technical Troubleshooting
  • Cross-Functional Team Development
  • Data entry proficiency
  • MS Office, MS Word, MS Powerpoint

Languages

English
Telugu
Kannada

Timeline

Sr. Representative Operations

Concentrix India Service PVT LTD
12.2022 - 06.2024

Operation Executive

Startek International Pvt LTD
02.2021 - 07.2022

Pre-University -

Sheshadri Puram College

Bachelor's Degree in Elementary Education -

Isaac Newton English School

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UMASHANKAR G