KALYANI NIKUMBH

• Provide L1 and L2 support for the investigation and resolution of all reported and registered incidents and service requests
• Provide a single point of contact for users within the company and partner channels and perform service desk functions and handle IT incidents service requests
• Following ITIL best practices to provide the internal stakeholders, and vendors, with IT services efficiently and educating users with onboarding activities such as managing their own IT needs like self-service password reset, using the IT portal, etc
• Provide support in terms of changes across business, technology, and organizational processes and contribute to the improvement of BAU
• Fulfill tasks assigned by leads, assist team members with IT-related queries on the Microsoft Teams channel, and provide feedback for the new applications/tools introduced to the team
• Communicating and explaining issues in a non-technical way to users who are from other business areas and who are not tech savvy
• Raising outages and parent tickets and tracking them to keep an update
• Provide an excellent remote support experience via phone, chat, and remote desktop
• Experience using ServiceNow for logging incidents and requests
• Experience with office 365, Azure AD, Active Directory, Citrix, and Cisco applications.

• Providing a comprehensive insurance service to bank partner customers
• Guiding customers through obtaining a policy quote for general insurance products
• Identifying gaps in the customer's policies and asking discovery questions to provide need-based solutions
• Maintaining call quality and customizing the call to uncover needs and for value-added conversations
• Maintaining communication and resolving queries over email
• Understanding the business needs, vision, and values
• Providing a great customer experience on all calls., Interaction with various customers for providing advertising solutions according to business type
• Document all contacts with existing and potential leads for the purpose of database evaluation
• Achieving sales targets and up-selling
• Following up with customers
• Dealing with Business to Business as well as Business to Consumer.

• Communicating with clients through email and phone to keep them updated regarding incoming stock, orders to be dispatched, and maintaining existing records of the stock, transport-related queries, and dispatch updates.

• Performing cycle counts and stock takes and managing the team to meet the daily targets.

• Documenting all the data in Excel in a precise manner.

• KPI reporting, maintaining health and safety in the workplace.

• Using 3PL software for finding, updating, and dispatching orders

• Build a knowledge base of each client's business to increase customer satisfaction.

• Responding to customers’ queries and resolving them in a timely manner.

• Managing relations with customers by providing them with quality services.

• Dispatch orders.

• Complete inwards goods in an accurate and timely manner.

• Assist with cycle counts and stock takes.

• Ensure stock is maintained in a clean, tidy, and orderly manner.

• Working in a team environment to ensure all the deliveries are precise and on time.

• Handling customers on call seamlessly, building rapport and providing suitable solutions.

• Answering customer queries and resolving issues in a professional and courteous manner.

• Meeting established call center productivity and quality standards and communicating in a professional manner with customers and co-workers.

• Assessing and evaluating customer needs by listening and asking questions.

• Handling issues regarding Air New Zealand online queries and managing booking, processing refunds, and providing information related to flight, travel, Air New Zealand policies, and account-related details.

• Capturing customer information accurately across multiple platforms

• Contributing to sales by up-selling products that would be suitable for the customer.

• Coordinating with different teams to solve issues and deliver quality customer service.

• Understanding the requirement of the client and their business and providing them solutions, upgrades, and services accordingly.

• Arranging video sessions for key customer accounts.

• Using tools like Skype for business, Slack, and Intercom.

• Maximizing sales opportunities by up-selling profitable products.

• Explaining the working of software to the clients and managing the issues at high priority.

• Working closely with the development and testing team to meet the target and to follow up regarding software and resolution updates.

• Navigating through multiple platforms to capture data while assisting the customers on calls.

• Acquire necessary skills, products, and system knowledge to assess customer needs and position products with services appropriately to best suit customer’s needs.

• Training new members as well as the existing ones with the new modules, conducting webinars for overseas clients with live question-answer sessions with participants from various regions.

• Testing the software on the website and app on mobile (iOS and Android) to report issues.

• Recreating and documenting issues discovered during testing.

• Providing technical support to the QA team for the compliant process.

• Coordinating with the mobile development team to solve issues within deadlines.

• Working with HTML/CSS codes to tweak designs and customization as requested by customers.

• Working with the sales and overseas service and support team to develop, maintain and roll out service and application training material/programs.

• Engaging with customers to obtain feedback and accelerate continuous improvement by communicating with the product, mobile, QA, and sales teams.

• Interaction with various customers for providing advertising solutions according to business type.

• Document all contacts with existing and potential leads for the purpose of database evaluation.

• Achieving sales targets and up-selling.

• Following up with customers.

• Dealing with Business to Business as well as Business to Consumer.