JAISON JOSEPH
Customer Care Specialist
27 Myrtle Road , Hornby,Christchurch
Summary
Hardworking Customer Care Specialist with 15 years of total experience in Customer Service, Sales and Team Management with extensive knowledge and proven multitasking abilities. Committed to maintaining professional relationships with acumen.
Dedicated to consistently surpassing customer service goals with unparalleled support for every customer care and team need. Effectively manage both incoming and outgoing calls by applying strong organizational and time management skills. Solid history of success in fast-paced working environments . Customer-focused professional with track record of success in responding to customers' needs in accordance with procedures. Assertive yet polite individual with special talents in drumming up new business acquisition and retention.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
4
4
Language
Work History
Customer Care Specialist
Two Degrees Mobile Limited
Christchurch
02.2018 - Current
- Providing customer service (inbound and outbound) and a wide range of specialist technical support across a spectrum of telecommunication products and services.
- Inbound calls for new account sign ups, provisioning support and onboarding of new Customers, upgrades, account updates, moves and disconnections.
- Account billing enquiries for broadband and Mobile.
- Email set up, troubleshooting of errors, guiding customers through the resolution of technical faults on accounts.
- Refer outstanding customer issues/ queries to the relevant Senior Technical Specialist, Team Coach or Team Manager to ensure follow through in all cases.
- Maintain an up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, training and other briefings.
- Update and utilise the Knowledge Base content to ensure this is up to date and accurate.
- Provide sales (soft selling) to customers through up selling Value Added Services during inbound or outbound call activity.
- Analysing complex extended line test reports for DSL lines using in-depth knowledge of technology associated to this.
- Troubleshooting POTS and VoIP systems and services.
- Diagnosing complex line faults including frequent disconnections, hardware issues and contributing environmental factors.
- Identified customer issues with products or services, investigated causes, and initiated resolutions.
- Assisting customers with move of address, upgrade to Fibre and new connection queries, by assessing the requirement and available best products at the requested service address.
- Troubleshooting network coverage, 4G and voice/text issues on mobile devices and escalate to the concern technical team, if needed.
- New promos and products handling, placing orders upon request.
- Managing add ons, packs and plans for customers.
- Troubleshooting 2d app, data clock and ATG access related queries for all compatible devices.
Branch Manager
Wall Street Finance Ltd
Kochi, Kerala, India
05.2013 - 03.2017
- In charge of all outward remittances for various purposes such as – Education, Migration, Film Shooting, Tour Remittances, Family maintenance of close relatives, Business remittances and Employment.
- Anti Money Laundering (AML) compliance auditing.
- Stock custodian of high value stocks such as – Travellers Cheques, Multi Currency Forex travel Cards, Foreign Currency Demand Drafts, Cheque books and cash holding (both local currency and Foreign Currency).
- Managing Sales and Operations team.
- Rate Quoting to Corporates, individual customers, Banks and other retail Money Exchange houses.
- Fund Management and Currency shipment in charge for the region.
- Office Administration, audit and compliance report analysis for the branch.
- Responsible for Branch Profitability and business promotion.
- Business Development of Money transfer products ie; Western Union, Money Gram.
- Client Addition and retention.
- Dormant relationship activation and servicing.
- State/National Level Corporate Tie ups.
- Training and development of new employees.
- Protected company assets with strategic risk management approaches.
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
Area Sales Manager
ICICI Bank Ltd
Kochi, Kerala, India
04.2011 - 04.2013
Assistant Operations Manager
HDFC Bank Ltd
Kochi, Trichur, Trivandrum, Kerala, India
05.2007 - 03.2011
Junior Officer
UAE Exchange Centre LLC
Kochi, Kerala, India
04.2003 - 04.2007
Education
Bachelor of Science - Botany
Mahatma Gandhi University
Campus : St.Alberts College, Ernakulam 04.1999 - 04.2002
POST GRADUATE DIPLOMA iN COMPUTER PROGRAMMING - Computer Programming
RAJEEV GANDHI COMPUTER SAKSHARTA MISSION
Kochi 06.2000 - 07.2001
Skills
Customer Service and Support
undefinedAdditional Information
- Visa Status : Permanent Resident
Accomplishments
- Was Part of Project Aerobics - An initiative to enhance the Service experience for customers.
- Awarded,commented and appreciated for consistent contribution towards the Customer Re-Sign campaign.
- Part of Mobile-Pay monthly multi skilled team with an added dimension to the customer service opportunity.
Hobbies
Music, Travel, Cricket, Cooking
Timeline
Customer Care Specialist
Two Degrees Mobile Limited
02.2018 - Current
Branch Manager
Wall Street Finance Ltd
05.2013 - 03.2017
Area Sales Manager
ICICI Bank Ltd
04.2011 - 04.2013
Assistant Operations Manager
HDFC Bank Ltd
05.2007 - 03.2011
Junior Officer
UAE Exchange Centre LLC
04.2003 - 04.2007
POST GRADUATE DIPLOMA iN COMPUTER PROGRAMMING - Computer Programming
RAJEEV GANDHI COMPUTER SAKSHARTA MISSION
06.2000 - 07.2001
Bachelor of Science - Botany
Mahatma Gandhi University
04.1999 - 04.2002
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