Experience

IdeaScale

• United States
• Software Development
• 1 - 100 Employee

• Senior Technical Support Engineer

  • Feb 2016 - Present

  Joined as a content writer to update, create and maintain the help articles for the platform named Ideascale. Got promoted as a technical support engineer along with being the content writer. Well versed with following platforms: - YouTrack for ticketing bugs and customer requests, have used chat platforms like Hubspot, Desk.com, Intercom, - Livechat to give online support to our clients along with email support. * KPI met consistently. * Help articles created and updated along with the release of the new product. * Testing and confirming a bug in the software. * Ticketing the bug reported. * Co-ordinating with the developer team to move the ticket and fix the issue. * Finally reporting back to the client after the fix is applied on the bug. Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Senior Customer Service Associate

  • Jun 2014 - Jan 2016

  * I assisted medical professionals in understanding the coverage or inclusions in their patient's insurance policies. * Assisted customers in understanding their billing issues and up-selling as and when there was an opportunity to do so. * Managed customer queries on call. * I achieved KPIs – AHT, SLA, CSAT consistently. * Upselling and cross-selling the products and services. * I assisted medical professionals in understanding the coverage or inclusions in their patient's insurance policies. * Assisted customers in understanding their billing issues and up-selling as and when there was an opportunity to do so. * Managed customer queries on call. * I achieved KPIs – AHT, SLA, CSAT consistently. * Upselling and cross-selling the products and services.



Tata Consultancy Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Customer Service Associate

  • Mar 2010 - Jan 2013

  Joined as an associate to an Insurance process that helped in processing provident fund withdrawn for US citizens. Promoted to the Quality Assurance team. Trained and on boarded new hire and OJT batches for this process. Similarly trained multiple batches in Mumbai and TCS, Gurgaum. Joined as an associate to an Insurance process that helped in processing provident fund withdrawn for US citizens. Promoted to the Quality Assurance team. Trained and on boarded new hire and OJT batches for this process. Similarly trained multiple batches in Mumbai and TCS, Gurgaum.



WNS Global Services SA

• South Africa
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Fraud Investigator

  • Oct 2008 - Feb 2010

  Joined the Fraud detecting team of Travelocity. I was responsible for detecting fraudulent reservations made by customers for both air and hotel on an unauthorised credit card. Authorising the transactions coming in our queue by either calling the bank associated with the credit card or the cardholder or by using basic verifying tools allowed. Cancelling the reservations if proper authorisation was failed to be received. Joined the Fraud detecting team of Travelocity. I was responsible for detecting fraudulent reservations made by customers for both air and hotel on an unauthorised credit card. Authorising the transactions coming in our queue by either calling the bank associated with the credit card or the cardholder or by using basic verifying tools allowed. Cancelling the reservations if proper authorisation was failed to be received.