Vivek Maurya
Customer Support
New Delhi
Summary
Dynamic Operations Associate with a proven track record at WNS Global Services Private Ltd, enhancing operational efficiency and team support. Excelled in fostering professional growth, implementing process improvements, and leveraging analytical skills for problem-solving. Achieved significant workflow enhancements and customer service success, demonstrating exceptional verbal communication and decision-making abilities.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Operations Associate
WNS Global Services Private Ltd
Noida
12.2023 - Current
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
- Collaborated with cross-functional teams to achieve project goals and meet deadlines.
- Improved operational safety standards by conducting comprehensive risk assessments and implementing corrective measures.
- Improved workflow efficiency with implementation of new scheduling system.
- Increased customer service success rates by quickly resolving issues.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Responsible for creating the new accounts on Office 365 of new hires.
- Facilitated seamless adoption of Teams as a communication tool throughout the organization through user training and support.
- Resolved technical issues related to Office 365 applications promptly, maintaining high levels of user satisfaction.
Gaming Tech Support
Tech Mahindra
Noida
10.2022 - 10.2023
- Enhanced team performance by training new technicians on best practices and troubleshooting techniques.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
- Managed high-pressure situations with professionalism and empathy, leading to increased client trust and loyalty.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
Advisor I Transaction Processing
Concentrix
Gurgaon
10.2021 - 10.2022
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Reduced response time for content review, ensuring a safer online environment for users.
Education
Bachelor of Computer Applications - Computer Science
Kalinga University
Naya Raipur, India 04.2001 -
Diploma - Mechanical Engineering
Government Polytechnic Sampla
Rohtak, India 04.2001 -
High School - Science
VNG Memorial School
Gorakhpur, India 04.2001 -
Skills
Operational efficiency
Operations management
Team support
Verbal and written communication
Workload prioritization
Process improvements
Policy reviews
Customer service
Problem-solving abilities
Analytical skills
Decision-making
Timeline
Operations Associate
WNS Global Services Private Ltd
12.2023 - Current
Gaming Tech Support
Tech Mahindra
10.2022 - 10.2023
Advisor I Transaction Processing
Concentrix
10.2021 - 10.2022
Bachelor of Computer Applications - Computer Science
Kalinga University
04.2001 -
Diploma - Mechanical Engineering
Government Polytechnic Sampla
04.2001 -
High School - Science
VNG Memorial School
04.2001 -
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