Noida, Uttar Pradesh, India
Experienced Technical Engineer with a demonstrated history of working in the telecommunications industry. Skilled in Analytical Skills, Engineering, Communication, Customer Relationship Management (CRM), and Cloud Communications. Strong information technology professional with a Bachelor of Technology - BTech focused in Computer Science from Aryabhatta Knowledge University, Patna.
I am responsible for handling customer financial issues of our USA clients, Using Chatgpt and Gemini in my process.
Handling customer issues/escalations
•Good knowledge of IVR cloud telephony/ IVR design and its implementation, experience with SQL with regard to writing and understanding queries for fetching the data. • Work closely with the internal team and customer support team to troubleshoot the issues of customer. • Provide regular feedback to the Scrum team for bugs/performance issues found during the development lifecycle. • Performed API validations using Postman. • Explained technical information in clear terms to the customers where we are handling the Customers queries, request and complaints related to product. • Gather client business requirement, Perform Primary level support to all customers infrastructure and resolve their issues with multiple follow ups from our internal teams. • Responsible for incident /service call investigation, diagnosis, resolutions where possible or dispatching to the relevant higher level support.
Worked as a Customer specialist in Zomato escalation process