James James
Field support/Delivery
Bangalore
Summary
Hardworking employee enthusiastic about learning delivery on field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
17
17
years of professional experience
Work History
Service Support Representative
Unisys
09.2013 - Current
- Boosted team performance by providing timely feedback and coaching to fellow support representatives.
- Proactively manage team performance and promptly address all performance deficiencies periodically
- Investigated and resolved customer inquiries and complaints quickly.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Developed process improvements to enhance overall delivery of service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high-volume inbound calls, maintaining professional demeanor while effectively addressing customer concerns.
- Respond proactively and positively to rapid change/update.
- Actively participated in continuous improvement initiatives within the support department, contributing valuable insights based on firsthand experience dealing with customers'' needs.
- Worked effectively in fast-paced environments.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Coordinate timely and effective replacement of damaged or missing products.
- Proven ability to learn quickly and adapt to new situations.
Sr. Customer Support Executive
Clearwater Technology Services Pvt Ltd.
10.2010 - 07.2013
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Managed timely and effective replacement of damaged or missing products.
- Served as CSR for chase bank, resolve customer queries on account credential issues etc.
- Mentored junior team members by sharing expertise on industry best practices in customer service management.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer service by efficiently resolving semi technical issues on after sales product and responding to inquiries.
Process Associate ( Apple Apollo )
Aditya Birla Minacs
03.2007 - 02.2010
- Collected, arranged, and input information into database system.
- Troubleshoot Apple & Windows computers when Consumer calls in for an iPods or iTunes issues and simultaneously document’s the case.
- Set up for repair or replacement of the product after isolating the issue and if the issue is hardware related.
- Escalate to level 2 if the issue is complex and beyond my SOP
- Book appointment for customer meet an Apple genius etc.
Education
Bachelor of Arts - Economics Honours
Mt. Everest College
Manipur India 04.2001 -
High School Diploma -
Mt. Everest College
Manipur, India 04.2001 -
Skills
- Quality Inspection
- Policies and Procedures Adherence
- Account Management
- Performance Goals
- Written Communication
- MS Office
- Teamwork and Collaboration
- Complaint Handling
- Employee Coaching
- Team Collaboration
Accomplishments
- 10-Year Service Anniversary at Unisys
- Recognition from client (Dell) on best Support Staff for FY22 Q3
- Leadership award from Unisys global field leads for FY22
- Multiple Client-Centricity recognition from various stake holders
- Creativity recognition and appreciation from Lenovo and Apple Unisys CDE for dedication and achievement with great result and customer appreciation
Timeline
Service Support Representative
Unisys
09.2013 - Current
Sr. Customer Support Executive
Clearwater Technology Services Pvt Ltd.
10.2010 - 07.2013
Process Associate ( Apple Apollo )
Aditya Birla Minacs
03.2007 - 02.2010
Bachelor of Arts - Economics Honours
Mt. Everest College
04.2001 -
High School Diploma -
Mt. Everest College
04.2001 -
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