Analyst Resume
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PROFESSIONAL SUMMARY:
- Highly motivated Customer Support Specialist with over 4 years in diverse and changing environments. Accustomed to deadline - oriented, target driven and high pressure environments where every minute counts and acknowledged for capacity to identify issues, resolve problems and capitalise on opportunities and ensure that high standards of quality, sales and service delivery are maintained.
- Product management Team building & motivation
- Client relationship management Cross-Cultural communication
- Presentation & communication skills Complaint/ Dispute resolution
- Administrative Process High Impact service delivery
- Knowledge on Sales, Retail, Purchase, Transport, Finance, Purchasing sectors.
- Strong multi-tasking skills, Good at building rapport
- Experience working on MS Office package: word, MS Excel skills, Outlook and also ERP (SAP) Software.
- Expertise working on Lookups, building pivot Tables, Knowledge on Processing orders using AS400 s/w.
- Technically strong dealing with Software, Hard ware support, OS Troubleshooting
- Expertise with Desktops, Laptops, Printers, mobile apps, Bluetooth, WIFI n/w setup and issues.
- Good Speed in Typing with 45 WPM with great accuracy.
- Accomplished repeat excellent customer satisfaction rate maintaining healthy relationship with customers for effective resolution of customer grievances.
- Lead a team of customer service representatives and delivered high quality of service in a high volume call environment.
- Successfully convert the leads generated by sales team into accounts after understanding the clients requirement and by suggesting the best possible solution/product.
- Nominated as best Agent of the year 2011 by HP for achieving overall customer satisfaction.
- Rewarded for getting Most Csats and higher Revenue generation on many occasions in HP
- Providing support to Customer's for HP NA Region for Desktops, Laptops & Printers.
- Refers knowledge base documentation and materials to diagnosis, resolve and escalate for one point solution and updates it accordingly where in required.
- Identifies and resolves problems in a timely manner and proven various alternative solutions.
- Updating the Daily call tracker with the Issue cause and fix and sale lead for future s.
- Gathers and analyses KPI s information appropriately using Excel and SAP.
- Extensively worked with various hp tools for tracking day to day activity.
PROFESSIONAL EXPERIENCE:
Confidential
ANALYST
Responsibilities:
- Created custom queries and built reports using Sap tool having master and Transaction data related to Budget, sales, Purchase for store and Ecom.
- Part of commercial team dealt with campaign and promotional activities.
Confidential
SALES ASSOCIATE
Responsibilities:
- Providing customer service, on-time delivery, resolving technical and tracing solutions for other issues for HP NA Region for Desktops, Laptops, and Printers.
- Lead generation, handling of all types of customers and providing appropriate solution.
- Analyze and clarify customer queries via phone/E-mail though troubleshooting and researching existing knowledgebase articles/known issues, with a focus on high quality, accuracy and customer satisfaction.
- Use and create knowledgebase articles in line with KCS best practice based on new product information, support incidents, and/or common or critical issues.
- Giving the best solution after understanding the exact issues, register their complaints as part of data entry for technician visit if problem not solved on phone and managing the high call volume on daily basis.
- Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
- Involved in submitting the Ticket Status (Open/Close) report.
- Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice.
- Maintain list of all the activities for all the tickets until it is closed down.