Summary
Overview
Work History
Education
Skills
Languages
Languages
Timeline
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Vishal Shaw

Gurugram

Summary

Experienced and effective Support Analyst bringing forth valuable industry experience and a passion for management. Results oriented with a proven track record of improving the market position of a company and maximizing opportunities for financial growth. Adept in analytical thinking, strategic planning, leadership, and building strong relationships with business partners.

Overview

6
6
years of professional experience

Work History

Account Manager

Encore Capital Group
Gurugram
12.2024 - Current
  • Conducted negotiations with clients to efficiently collect outstanding debts.
  • Engaged customers in conversations to identify needs and requirements.
  • Contacted customers with delinquent accounts to solicit timely payments.
  • Reviewed reasons for overdue payments and clarified terms of credit contracts.
  • Analyzed debtor financial situations to propose realistic repayment solutions.

Senior Representative

Concentrix
Gurugram
03.2024 - 05.2024
  • Address customer inquiries regarding accounts, billing, services, and technical support in a timely and accurate manner.
  • Provided exceptional customer service to T-Mobile customers via phone.
  • Troubleshoot and resolve customer issues, ensuring a positive customer experience.
  • Accurately document customer interactions and update relevant systems with details of inquiries, comments, and actions taken.
  • Identify and escalate priority issues to the appropriate team members or departments.
  • Analyze customer feedback and provide insights to improve service processes and customer satisfaction.
  • Stay updated on T-Mobile products, services, and promotions to provide knowledgeable support.

Analyst

Mi Glow store
Nashik
02.2023 - 02.2024
  • Respond promptly and professionally to customer inquiries via phone.
  • Resolve customer complaints by identifying problems and providing appropriate solutions or alternatives.
  • Analyze customer feedback and trends to provide insights for improving customer experience and product offerings.
  • Collaborate with internal teams, including sales, product, and marketing, to ensure customer needs are met.
  • Maintain accurate records of customer interactions, transactions, comments, and complaints.
  • Monitor and report on service levels, customer satisfaction, and other key performance metrics.

Analyst

Accenture
Gurugram
11.2019 - 01.2023
  • Client Support for Federal Home Loan Bank of Chicago: Provided assistance to clients by addressing issues related to the performance of the bank's website. Troubleshoot and resolve customer problems, particularly those concerning their accounts and online interactions.
  • Data Management: Performed and modified customer data using CRUD (Create, Read, Update, Delete) operations on the database, ensuring data integrity and accuracy.
  • Support for GIC Singapore Customers: Handling customer inquiries and account-related issues for GIC Singapore, offering solutions and guidance as needed.
  • Internal Technical Team Support: Collaborated with the internal technical team to address website access and performance issues, contributing to the continuous improvement of our online platforms.

Education

B.Tech - Computer Science and Technology

Narula Institute Of Technology
Kolkata
07.2019

Skills

  • Problem solving
  • Analytical thinking
  • Microsoft Office
  • Customer relationships
  • Client negotiations
  • Customer relationship management
  • Excellent communication skills

Languages

English
First Language
English
Beginner
A1

Languages

English

Hindi

Timeline

Account Manager

Encore Capital Group
12.2024 - Current

Senior Representative

Concentrix
03.2024 - 05.2024

Analyst

Mi Glow store
02.2023 - 02.2024

Analyst

Accenture
11.2019 - 01.2023

B.Tech - Computer Science and Technology

Narula Institute Of Technology

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Vishal Shaw