Vishal Prajapati
Brampton,ON
Summary
Dynamic leader and strategic planner with a proven track record at Tata Consultancy Services, enhancing operational efficiency and customer satisfaction. Expert in Microsoft Office and adept at empowering teams, I excel in verbal communication and strategic decision-making, significantly improving service delivery processes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Wireless Tech Support Consultant
Rogers Communications Inc.
ON, CANADA
11.2022 - Current
- Ensured seamless wireless connections, improving customer satisfaction.
- Facilitated the setup and configuration of wireless devices, optimizing performance.
- Delivered comprehensive training on emerging wireless technologies and service protocols.
- Worked with cross-functional teams to enhance service delivery processes.
- Directed help desk tickets for advanced resolution to Level 2/Tier 2 support.
- Executed protocols to address and resolve customer questions effectively.
Team Leader (Passport Seva Project)
Tata Consultancy Services
Vadodara, INDIA
08.2014 - 08.2022
- Monitored progress consistently to ensure alignment with objectives.
- Ensured timely process compliance within the designated private area.
- Responded to and resolved applicant queries, ensuring timely issue resolution.
- Collaborated with core support teams to streamline PSK operations.
- Established system enhancements by integrating effective best practices.
- Directed CSE scheduling while maintaining rotational assignments.
- Guided team members to achieve both individual and group objectives.
- Supervised processing tasks and provided support to CSEs.
- Facilitated collaboration among verification officers, granting officers, and assistant passport officers.
Citizen Service Executive (Passport Seva Project)
Tata Consultancy Services
Ahmedabad, INDIA
11.2011 - 08.2014
- Facilitated resolution of applicant queries regarding passport processes.
- Reviewed all supporting documents in accordance with guidelines.
- Ensured compliance of supporting documents with guidelines and obtained consent from regional passport office staff.
- Entered application details through DPC, SPC, and CSC channels into the system, uploaded a copy of self-attested documents, and captured biometric fingerprints and digital photographs of the applicants.
- Provided support to Assistant Passport Officers during operations.
- Secured timely and accurate application processing as per established S.L.A.
- Managed crowds and efficiently directed applicants within PSK service zones.
Tele Calling Officer
HDB Financial Services
Ahmedabad, INDIA
05.2010 - 06.2011
- Executed outbound calls to inform customers about company products and services.
- Monitored bounced loan EMIs to produce crucial follow-ups.
- Ensured data integrity through meticulous account documentation.
- Gathered customer information aligned with specific requirements.
- Gathered vital customer information and additional necessary data.
- Facilitated the order entry process while maintaining high-quality standards.
- Proposed tailored solutions to match customer specifications.
Customer Service Associate
‘AZURE’ For Vodafone
Ahmedabad, INDIA
05.2008 - 10.2009
- Handled high volumes of incoming calls efficiently and promptly.
- Adhered to call center scripts during topic discussions.
- Analyzed customer needs to provide tailored solutions.
- Enhanced customer satisfaction by delivering exceptional service.
- Resolved customer issues through thorough complaint verification.
- Suggested suitable options to management for customer satisfaction.
Education
Diploma - Human Resource Management
Ahmedabad Management Association
Ahmedabad, India01.2012
Bachelor of Commerce - Advanced Accounting & Auditing
Gujarat University
Ahmedabad, India01.2010
Skills
- Excellent time management
- Verbal and written communication
- Strategic Decision Making
- Skilled in Microsoft Office Applications
- Effective Stress Management
- Strategic Planning
- Multitasking and organization
- Team Empowerment
- Dispute Resolution
- Engaged Listening Skills
- Empathy and patience
- Leadership Development
Certification
2008, Diploma in Computer Application, Euphoria IIT
Timeline
Wireless Tech Support Consultant
Rogers Communications Inc.
11.2022 - Current
Team Leader (Passport Seva Project)
Tata Consultancy Services
08.2014 - 08.2022
Citizen Service Executive (Passport Seva Project)
Tata Consultancy Services
11.2011 - 08.2014
Tele Calling Officer
HDB Financial Services
05.2010 - 06.2011
Customer Service Associate
‘AZURE’ For Vodafone
05.2008 - 10.2009
Diploma - Human Resource Management
Ahmedabad Management Association
Bachelor of Commerce - Advanced Accounting & Auditing
Gujarat University
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