Having 8+ years of experience in area of Sales, Customer Services and providing Technical Support. I am a dedicated IT professional currently working as a Client Relationship Manager(CRM) at MTBC. My objective is to obtain a job within my chosen field related to Sales/Customer Services and IT Support that will challenge and allow me to use my past experiences and skills in a way that is mutually beneficial to both myself and my employer.
I joined MTBC as a Product Specialist and recently I got promoted to the post of Client Relationship Manager.Giving online demonstration to qualified prospects once converted to an opportunity of our EHR (Electronic Health Record) software and Practice Management services related to health sector.Providing complete information on our end-to-end Medical billing and RCM (Revenue Cycle Management) services.Doing analysis on new clients and prospects to understand their pain points to give a more pointed demo according to the requirements of the client.Achieving targets given on quarterly basis.Now, as a Client Relationship Manager I am involved in conducting business reviews to ensure clients are satisfied with their products and services.Responding to the clients queries and provide them with adequate technical and domain training of the applications.Achieving client relationship targets and KPI’s as set by the Head of Department.Working closely with Account Managers and other departments.Escalating and resolving areas of concern as raised by clients.Updating the CRM and ensuring account managers are aware of changes within clients.Carrying out client satisfaction surveys and reviews.Passing leads to the sales team and following up on progress.Liaising with internal departments to ensure client needs are fulfilled effectively.Implement and act in accordance with MTBC’s information security and privacy policies.Ensure compliance with information security responsibilities as required according to the job role.Protect assets from unauthorized access, disclosure, modification, destruction or interference.Responsible to complete any other task assigned by the Reporting Manager.
Respond to all support requests in a prompt, professional and courteous manner from the customers all over the world, mostly from USA and UK.Responsible for logging all calls reported to the Service Desk via Calls or Emails.Accountable for quality and efficiency aspects of each customer query, in line with customer expectations and agreed time frame (SLAs).Invoke escalation procedure both technical and non-technical in a prompt and timely manner.Resolving 1st and 2nd line support calls including AD Admin, Permissions and Application Support.Responsible for escalating issues to 3rd Parties where necessary via calls, emails and chat.Monitor incident and request progress against SLA targets, liaising with support groups and keeping customers informed of progress.Perform quality check and close resolved support calls with agreement of customers.Use remote access software to interrogate end user PCs to troubleshoot and resolve technical issues.Taking part in initiating process improvements to the service.Produce Management Information as required by the Service Desk Manager.
Jadoo TV is an IPTV service and my job description is to provide technical support to users experiencing product related issues via call, email and chat.
Get remotely connected to customer’s device using TeamViewer and fix their issues accordingly.
Apart from Jadoo device there are applications of Jadoo on Smart TV and Smart Phone and we have to give support for those applications as well.
Also responsible to replace new devices which are under warranty, replacements of accessories like remotes and cables like HDMI and AV cables.
Getting trained on new products and SOPs and training new joiners on the new addition accordingly.
Following-up with customers who were having issues and were resolved but still need to follow up to maintain best customer service possible.
Activation of new accounts and also retain customers
Jadoo TV is listed in the registered Trust Pilot platform on which customers give reviews of their experience with the listed companies and I got praised about 8 to 10 times with 5 star rating from different users for giving the best customer service.
Responsible for creating and forwarding tickets to concerned departments if the issue could not be solved over the call, Live Chat or remotely.
Responsible for units dispatching, issuing replacements and refunds or interacting with the agents couriers companies like USPS, FedEx, USPS, Canada Post and Royal Mail UK Etc
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Diagnose and resolve technical hardware and software issues involving internet connectivity, Display, Hardware and Firmware issues
Console annoyed customer with the best of communication skills over the phone and via emails
Follow up and make scheduled call backs to customers where necessary
Working for Huawei IP Contact Center solutions (IPCC) project for Telenor in Managed Service (MS) department as a Quality Assurance Manager.
Ensure implementation of all processes of ITIL like incident, problem and change management etc. are followed properly as per defined SOPs of the service by the team.
Determining, negotiating and agreeing on in-house quality procedures, standards and specifications.
Process standardization i.e., creating, mapping and implementation of internal processes and procedures based on ITIL approach.
Ensure compliance of SLA KPIs as per contract.
Using expert knowledge of ITIL V3 Service Transition to define and implement processes and BAU changes and ensuring high quality implementations that will meet the business expectations from live services.
Conduct training on processes and procedures implemented for managed services.
Creating, mapping and implementation of service catalog of MS services in SDM and iCare tools.
Manage and coordinate activities during overall Change life cycle for projects and RFCs.
Execution of weekly, monthly and quarterly reports for management.
Defining of QA strategy for process optimization.
Training and educating managed service team in use of tool such as IT Remedy, iCare, SPMS.
Prepare and analyze internal and external quality assurance and process improvement reports for management and customer review and analysis.
Escalation of emails by following the escalation matrix to concerned people and departments.
Provide Tier 1 and Tier 2 level Support to almost 1500 franchises for specific software outsourced.
Working on trouble tickets created by the customer for any issue regarding the software or network related issues.
Troubleshooting and resolving issues in a timely manner on call or by connecting remotely to the franchises computer by using various registered software's such as Logmein rescue.
Installation of almost all versions of Windows by connecting remotely to computers and also worked on Windows Server 2008 R2 foundation which is mostly used for servers.
Monitored and resolved any kind of network issues.
Installation and fixing issues by using SQL server 2008 and also have good hands on getting backup by using software as eVault
Finding and fixing any issues regarding that software for the whole franchise which includes of almost 6 to 8 computers including server.
Escalating e-mails to concerned departments.
Installation and Configuration of computers remotely for all the franchises.
• Handling customer service requests.
• Giving the best customer service possible.
• Giving first call resolution.
• Tickets escalation to concerned depts.
• Providing info about the services and new promotions.
• Activations of new connections.
• Worked for billing department as well to maintain accounts.
• Answered customer queries and requests
• Giving the best customer services possible.
• Handling billing statements and accounts.
• Troubleshooting (IT Related).
• Activations of new accounts.
• Maintained a clean and safe environment for customers.
• Worked as an Email Coordinator and S.E(Shop Executive) as well.
• Handling walk in customers
• Retaining Customers
• Team lead in retention department.
• Worked for billing department as well