Vishwanath Shankar

Client Name: PWC

Roles & Responsibilities :

• Customer Support: Provided high-quality assistance to PwC clients who can be reached through live chat, voice, and outbound tickets, ensuring timely and effective resolution of their issues.
• Issue Troubleshooting: Diagnosed and troubleshot customer issues, creating and managing tickets using the ServiceNow tool.
• Quality Assurance: Adhered to quality parameters to maintain high standards of customer service and support.
• Team Collaboration: Worked closely with different teams to resolve complex customer issues, ensuring seamless and efficient solutions.
• SLA Compliance: Followed Service Level Agreements (SLAs) to ensure timely customer queries and issues resolution.
• Customer Follow-up: Conducted follow-ups with customers to provide updates and confirm the resolution of their issues, ensuring customer satisfaction.
• Application Support: Specialized in supporting major applications such as SAP Concur and SAP GUI.
• SAP Concur: Assisted users with expense reporting and travel management.
• SAP GUI: Pulled time reports, checked invoice status, and monitored customer profile status.
• Internal Application Assistance: Provided support for other internal applications used by PwC.
• Provided training to users on common IT issues and best practices.
• Managing a team of junior customer service representatives.
• Providing Level 1 and Level 2 support, resolving hardware and software issues.
• Managed Active Directory tasks like user setup, password resets, and permissions.
• Installed, configured, and maintained desktops and laptops for over 200 users.

• Providing feedback on the efficiency of the customer service process
• Managing a team of junior customer service representatives
• Ensure customer satisfaction and provide professional customer support
• Maintaining a positive, empathetic, and professional attitude toward customers always
• Responding promptly to customer inquiries
• Communicating with customers through various channels
• Acknowledging and resolving customer complaints
• Processing orders, forms, applications, and requests

• Handling WLA (White Label ATM) FLM of panIndia
• Preparing MIS reports on a daily basis of state-wise
• Creating Pivot table reports of state-wise operations on an hourly basis
• Troubleshooting the problems in the field within the proper time to achieve the required SLA [Service Level Agreement] of the bank
• Escalate client requirements to higher authorities when applicable to provide the necessary support to the client
• Monitoring, ensuring TAT and resolution time towards service delivery to the bank as committed in SLA

• Processing online Loan Documents of Australian customers
• Verifying the Application Form, Bank Statements and checking the eligibility of the Customers to process loan application for the further steps
• Generating CIBIL and ascertaining the Credit worthiness of the Customers
• Analyzing KYC and performing ID checks to provide approval for Funding
• Preparing monthly MIS data base of Employees
• Preparing monthly Excel Tracker which is maintained to work with in the company