VISHNU GOPI
Customer Support Executive
Moncton,NB
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
1
1
Language
Work History
Senior Support Executive
Nexgenus Inc
01.2021 - Current
- Ensured all customer inquiries and issues are resolved in a timely and satisfactory manner
- Handled complex issues and escalate them as needed
- Provide top-tier customer support for Nexgen Planogramming Platform, PTI USA, Deerfield IT Support
- Developed and implemented Zohodesk to resolve user queries and internal queries within the organization
- Conduct and completed onboarding and training sessions for new users over Microsoft teams, Zoom, Google Meet
- Groomed a team of support staff to fulfil, respond, train, and onboard users
- Collaborated with other teams such as sales, marketing, and product development, to ensure the customer feedbacks are taken into account in decision-making
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to customer inquiries and provided technical assistance over phone, emails and chat
Senior Support Analyst
QubeDynamics
10.2017 - 11.2021
- Reduced customer support tickets and chat volumes by 25% in 6 months, increasing customer satisfaction
- Provided exceptional Chat and Email Technical and Sales support to IPVanish VPN through Zopim, Zendesk
- Troubleshoot and fixed issues related to Android, Windows, iOS, Mac, FireOS, OpenOS, and Routers for
- IPVanish VPN
- Assist clients with billing, payments, process refunds and login issue
- Monitored and dealt with escalations as necessary
- Achieved the highest customer retention by offering discounts and services with great success.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Connected to computer of client using remote link to install new programs and applications.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
Sales Manager
Hashcode Media Solutions
06.2014 - 08.2017
- For 5centsCDN Canada, WebMobi Networks, India
- Regulate Overall Sales, Marketing, Billing, and Pre and post-sales client support
- Supervise and assist the sales team in lead generation, email marketing, quote and proposal preparation, sales closure, web marketing
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Assisting in invoicing and billing, payment followup and administrative duties.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
Sales Associate
Etisalat
02.2014 - 04.2014
- Outdoor sales of Etisalat Products and Plans
- Meeting potential individuals and Corporate
- Achieving Sales Targets and closing deals
System Engineer Trainee
PiServe Technologies
06.2013 - 08.2013
- Respond to tickets related to hosting
- Manage Linux Webservers and updating versions of PHP, Apache, etc
- Cpanel and WHMCS Hosting.
- Worked flexible hours across night, weekend and holiday shifts.
Call Centre Agent
Betrons Infosystem
06.2012 - 03.2013
- Telephonic and remote support for Canadian clients for Antivirus sales and Installation
Warehouse Associate
DTDC Couriers
09.2011 - 03.2013
- Receiving and sorting incoming packages which involved , scanning, weighing and invoicing the items
- Loading and unloading parcels delivery ensuring that packages are loaded in the correct order and according to delivery schedules
- Maintaining accurate records of the parcels which include tracking numbers, delivery addresses, and other information
- Delivery and collection of packages to and from their respective locations and offload to the main warehouse
- Prepared orders for shipment by picking, packing, and labeling merchandise.
Education
Bachelors - Information Technology
Capital University
Diploma - Networking and Administration
Jetkings Learning Centre
Skills
Technical Supportundefined
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of six staff members.
- Collaborated with team of sales, marketing and development to successfully deliver an improved planogramming solution.
Timeline
Senior Support Executive
Nexgenus Inc
01.2021 - Current
Senior Support Analyst
QubeDynamics
10.2017 - 11.2021
Sales Manager
Hashcode Media Solutions
06.2014 - 08.2017
Sales Associate
Etisalat
02.2014 - 04.2014
System Engineer Trainee
PiServe Technologies
06.2013 - 08.2013
Call Centre Agent
Betrons Infosystem
06.2012 - 03.2013
Warehouse Associate
DTDC Couriers
09.2011 - 03.2013
Bachelors - Information Technology
Capital University
Diploma - Networking and Administration
Jetkings Learning Centre
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