Ashish Jha
North Vancouver,BC
Summary
Proven track record in enhancing customer satisfaction and loyalty at Dunia Finance, leveraging exceptional problem-solving abilities and active listening skills. Expert in delivering timely technical support, significantly improving user experience. Skilled in customer relations and data entry, achieving high retention rates and positive feedback.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Dunia Finance
01.2021 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Technical Support Representative
DU
01.2018 - 01.2021
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
Technical Support Representative
Etisalat Customer Care
01.2015 - 01.2018
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Used ticketing systems to manage and process support actions and requests.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed high levels of call flow and responded to technical support needs.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
Technical Support Representative
Apoorva Construction
01.2011 - 01.2013
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Technical Support Representative
Kochar Infotech
01.2009 - 01.2011
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - Science
Arya Vidhyapith College
Assam01.2008
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Customer Service Representative
Dunia Finance
01.2021 - 01.2023
Technical Support Representative
DU
01.2018 - 01.2021
Technical Support Representative
Etisalat Customer Care
01.2015 - 01.2018
Technical Support Representative
Apoorva Construction
01.2011 - 01.2013
Technical Support Representative
Kochar Infotech
01.2009 - 01.2011
Bachelor of Science - Science
Arya Vidhyapith College
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