Experience

BYJU'S (GCC Region)

• United Arab Emirates
• E-Learning Providers
• 100 - 200 Employee

• Customer Success Executive

  • Jul 2021 - Present

  Answered inbound and outbound calls, providing exceptional customer service and resolving customer complaints within established timeframes. • Tracked customer issues and followed up to ensure resolution. • Assisted customers with technical issues and troubleshooting. • Maintained customer account information. • Collaborated with internal departments to ensure timely activation and support for customers. • Exceeded monthly retention targets by providing exceptional customer service and giving extra mile support • Generated leads by upselling and cross-selling products to potential customers. • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery. Show less



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Representative

  • Jul 2019 - Mar 2021

  Acted as the initial point of contact for McAfee Antivirus Software customers in North America, providing technical assistance over the phone and via email • Utilized diagnostic techniques and asked pertinent questions to troubleshoot customer issues remotely • Assessed customer issues and determined the most suitable solution based on the details provided • Guided customers through the problem-solving process, offering step-by-step instructions • Referred unresolved issues to the next level of support personnel • Supplied accurate information on IT products and services • Logged events and problems, along with their resolutions, in the system • Followed up with customers to update their status and information • Forwarded customer feedback and suggestions to the relevant internal team • Identified potential areas for improvement in procedures and suggested changes accordingly Show less