Akshitha Steefal Fernandes

• Answering phone calls and directing service requests to the appropriate service provider, as needed.
• Delivering expert responses to customers both inside and outside the organization through various channels such as phone, email or messages.
• Assisted customers in setting up, configuring and upgrading their software and hardware, meeting the particular wants and expectations of the customer, such as addressing issues and complaints.
• Recognizing the patterns in product issues and collaborating with cross-functional teams to identify the cause and implement the necessary fixes.
• Screened and handled phone and email communications, escalating issues in accordance with guideline criteria.
• Complex issues were recorded and communicated to more experienced technical staff.
• Managed campaign-specific invoicing cycles to guarantee that bills are accurate and consistent with service contracts, scope of work, and delivery dates.

• Provided performance coaching and feedback to maintain consistent, high-quality technical assistance by monitoring live and recorded calls.
• Created and maintained training resources, call scripts, and knowledge base material to be consistent with Apple support guidelines and program updates.
• Monitored calls live and recorded them in order to evaluate technician performance and ensure adherence to metrics for quality, empathy, and problem resolution.
• Performed real-time coaching, mentoring, and skill assessments for newly onboarded technicians.
• Assisted technicians in addressing difficult technical or customer issues by offering real-time assistance throughout live support calls.
• Worked with operations and quality assurance teams to pinpoint skill deficiencies and offer focused refresher training.
• Kept track of training logs, license documentation, and performance feedback.

• Efficiently handled a significant number of incoming technical inquiries.
• Employed Salesforce to analyze and monitor recurring system issues.
• Identified and rectified technical problems and errors related to campaigns.
• Oversaw troubleshooting for email deliverability issues, conducted software testing, and provided assistance with system configuration and setup.
• Addressed customer complaints by delivering prompt and effective solutions, ensuring follow-ups for complete resolution.
• Worked collaboratively with coding and accounts receivable teams to resolve billing and payment discrepancies.
• Suggested process improvements to enhance system performance and better fulfill customer expectations.
• Kept precise records of customer information, processed account updates, and supported entries for campaign design.
• Managed billing operations specific to campaigns, ensuring that invoices were consistent with contractual terms, scope, and delivery timelines.

• Successfully managed a large number of incoming emails and phone calls, guaranteeing quick and precise responses.
• Maintained and updated customer profiles, completed transactions, and kept precise records of account activity.
• answered questions about products and services with knowledge and clarity.
• Through active listening and rapport-building, customer issues were resolved, fostering trust and happiness.
• Provided excellent service with a polite, approachable, and problem-solving demeanor.
• Proactively responded to customer feedback and concerns, which helped to improve service strategies and retain customers.
• In high-priority instances, escalated complex support tickets after completing comprehensive troubleshooting to ensure prompt resolution.
• Skilled at utilizing CRM systems to monitor customer interactions, manage processes, and improve service delivery.