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 SupportSalesComputerMicrosoft Office SuiteDesktop SupportMobile DeviceInvoicingWarehouseTeam HandlingLANVPNPlanograms
Application support
Technical issue analysis
Debugging
Customer service expert
Ticket support system management
Excellent Communication
Clerical Support
Organization and Time Management
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