Изображение профиля aruncoutinho
@aruncoutinho
Флаг India Mumbai, India
На сайте с 17 марта 2016 г.
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aruncoutinho

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I am a Commerce Graduate having done my Diploma in Computer Applications. Having a total work experience of 18+ years in the customer service industry in Technical Processes and Non Technical Process.
$15 USD/hr
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  • N/AВыполненные работы
  • N/AВ рамках бюджета
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Portfolios

Последние отзывы

  • изображение Vamsi K. Project for Mr. Arun C. $5.00 USD

    “The project is not completed according to the dispute”

Опыт работы

Customer Support Representative

Feb 2018 - Aug 2018 (6 months)

As an L1 Support Representative, was trained on 11 different products. The support provided was for products like Prologic, DNN Software, XO support, Skyvera, Knowledge Marketing, EPM Live, Engine Yard, Everest, First Rain & ObjectStore. Escalate tickets to L2 if the issue was beyond the L1 boundaries. Tickets were logged using Zendesk and if it needed attention by the Engineers, we would raise a ticket in Jira and follow-up with the updates.

Partner Support Executive

Sep 2016 - Aug 2017 (11 months)

Effectively managng inbound and outbound customer calls. Address and resolve customer product complaints empathetically and professionally. Gather and verify all required customer information for tracking purposes using Jira. Refer unresolved customer grievances to designated departments for further investigation. Perform tests with regards to new releases and upgrades done on the sites. Help partners with 3rd Party Courses to be launched on our LMS.

Sr. Technical Support Executive

Sep 2012

Working on tickets based on issues with regards to Egnyte software Netgear and VMware Integration. Troubleshoot issues with regards to installation synchronizing data movement and permissions issues. Coordinate with the Engineers with regards to priority tickets and updating the progress of the issue on a conference phone call by using a Zira Ticket. Recreating test environment and adhering the issues to engineers and testing it.

Service Desk Analyst

Apr 2010 - Aug 2012 (2 years)

Having JPMC queues we monitor actual call arrivals to forecast and proactively respond to spikes in call volumes by optimizing breaks and lunches and working closely with team leaders to ensure service levels are met and abandonment is within targets. Communicate real time with all managers and team leaders regarding any issues on the floor which may negatively impact service levelsbr Maintain real time a log of actual call arrivals to forecast actual staffing to forecast staffing.

Sr. Tech / Team Leader

Jul 2008 - Apr 2010 (1 year)

Dynamic competent and result oriented professional with year of experience in manual testing. Preparing test scenario and check list documents Executing the test case and generating test reportbr Monitor the Test Execution Progress and Manage the Issues during Test Execution. Good team player with excellent technical management interpersonal skills Effective communication skills good analytical abilities and zeal in learning new tools.

Subject Matter Expert / Team Leader

Feb 2004 - May 2008 (4 years)

Handled responsibilities as Quality Analyst for Microsoft Windows XP and HughesNet as an Inbound Voice based Process for Dell Dimension Desktops Computers Symantec and HP Pavilion Compaq Presario CTO Desktop Computers Subject matter expert and Team Leader. Led a team of agents for an inbound process br Helped new recruits of the floor in enhancing their skills.

Team Leader

Oct 2001 - Feb 2004 (2 years)

Led a team of agents for inbound process for the technical Project for America Online AOL. Monitoring and motivating the performance of team to encourage and enable agents to exceed customer expectations on a continuously. Encouraged new agents who join on the floor helped them to enhance their skills maintained their progress report and consolidated communicated agent productivity reports & skill development report to the Senior Management

Образование

Bachelor of Commerce

1993 - 1998 (5 years)

Верификации

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