Pranil Gholap
Vancouver,Canada
Summary
Dynamic Technical Service Representative with expertise in troubleshooting and customer relationship management. Successfully resolved complex issues, enhancing customer loyalty and retention. Proven ability to manage multiple tasks while ensuring high first contact resolution rates. Committed to delivering exceptional support and fostering positive customer experiences.
Overview
3
3
years of professional experience
Work History
Technical Service Representative
Rogers
Vancouver, British Columbia
11.2021 - Current
- Provided technical support for customers via call/chat through troubleshooting processes for various problems involving networks, the Internet, cable, email, and digital phones.
- Supported customers with online billing, access, and account issues.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Documented detailed records of customer interactions, transactions, and comments for future reference in CSM.
- Deployed on-site technicians for cases that needed on-field technicians after coordinating the availability of appointments with the customers.
- Conducted follow-ups post-inquiry resolution to verify customer contentment.
- Managed multiple tasks simultaneously while adhering to strict deadlines.
- Strengthened customer retention by educating the customers about tools, services, and resources that they can access on their own to reduce customer callbacks and ensuring FCR is maintained at a high level.
Education
MBA - Banking And Finance
University Canada West
Vancouver, BC, Canada06-2021
Bachelor's of Engineering - Information Technology
University of Mumbai
05-2018
Skills
- Technical support
- Customer relationship management
- Customer Loyalty Management
- Telecommute expertise
- Problem resolution
- Billing support
- Agility in Evolving Situations
- Customer education
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Marathi
Native/ Bilingual
Urdu
Full Professional
References
References available upon request.
Timeline
Technical Service Representative
Rogers
11.2021 - Current
MBA - Banking And Finance
University Canada West
Bachelor's of Engineering - Information Technology
University of Mumbai
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