Vikas - Customer Support & Account Management with 8+ years in Tech & Services

Provided comprehensive support and maintained high customer satisfaction through effective communication and problem solving.

Resolved technical issues across hardware and software, collaborating with teams to ensure timely solutions.

Managed client accounts, fostering relationships and upselling services to maximize customer retention.

Extracted and analyzed data for BI and reporting, supporting operational and strategic decisions.

Engaged in inside sales, cold calling, and price negotiations to generate new business and upsell existing clients.

Offering advice and assistance to customers, paying attention to special needs or wants., Investigated and resolved customer inquiries and complaints quickly., Met customer call guidelines for service levels, handle time and productivity., Escalate a case if the issue or complaint to L2 and seek their advice., Deescalate irate and upset customers and if customer isn’t happy get a call back arranged by my reporting manager or the manager on duty., Proactively updating customers on new offers, discounts and possible outages and disruptions in services., Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences., Clarified customer issues and determined root cause of problems to resolve product or service complaints., Developed highly empathetic client relationships and earned reputation for exceeding service standard goals., Utilized customer service software to manage interactions and track customer satisfaction.

Responded promptly to incoming support requests via phone and email for technical support., Resolve customer-reported issues while working closely with other multi-functional teams., Document relevant information and ensure that the customer is communicated with in a timely manner and treated with the highest degree of respect., Managed high levels of call flow and emails and promptly responded to customers’ technical support needs., Proactively try to resolve customer issues and if out of scope then offer best resolution., Drive operational excellence through quality closures and proper escalation of issues., Handling irate and upset customers de-escalate the customer and if customer dissatisfied then escalating it to my reporting manager for better resolution., Follow-up with the customers to make sure the issue is fixed and there are no further problems being faced by the client., Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones., Assisted with updating technical support best practices for use by team., Pitching for warranty renewals, hardware upgrades and service request quotes for out of warranty Dell products., Routing emails to respective case owners so that the open cases are resolved well within the SLA., Monitored systems in operation and quickly troubleshot errors., Maintained quality assurance and customer satisfaction objectives., Collaborated with supervisors to escalate and address customer inquiries or technical issues., Collating data from team members and scrubbing the data for leaders for internal analysis and reporting purposes., Downloading and Consolidating data for the India Tech Support LOB of Dell from the CRM tool and generating reports for BI, Reporting and analysis when I was part of Ownership Command Center (OCC) team in Dell.

Developed and maintained relationships with existing and new clients., Handling inside sales enquiries via phone, email, chat or social media platform., Maintaining stock and inventory of the CCTV products to keep the operations., Office administration work consolidating sales and purchase data and sharing it with management on weekly basis., Maintaining lead database for future business possibilities, following up with clients for any possible future sales., Making cold calls and email to potential clients, converting them into substantial business for the company., Controlled costs to keep business operating within budget and search for increase profits., Handling inbound complaints regarding product or installation., Forwarding complaints to in-house technician for remote support & if onsite visit is required assign an on field technician on duty to visit and get the issue resolved., Handling Team of Field Service Executives dispatching them for service or installation visit., Evaluated employee performance and conveyed constructive feedback to keep the workforce productive., Communicated clearly with employees, suppliers and stakeholders to keep everyone on the same page and working toward established business goals., Sending RFQ’s to existing or new vendors , suppliers and service providers and forwarding the quotes to management for further consideration., Coordinating and directly reporting to management or owner to keep cost to minimal and maximize profitability.

Handling inside sales enquiries via phone, email, chat or social media messengers., Respond to all customer inquiries in a timely manner., Negotiate prices with internal experts L2 team to offer competitive prices to the client., Cold calling to clients who left travel requests on the website and have not been closed by other travel managers., Quote prices to client via email, sms, whatsapp or messengers., Up sell travel care, vacation planner, hotel and car rental services to the client., Utilize a consultative selling approach on all calls., Timely follow-up via phone, email, chat or messengers so that the client is updated about the travel request., Answered customers’ questions regarding products (flight tickets), services, prices and availability., Maintained friendly and professional customer interactions at all times., Motivated self and colleagues to generate and increase sales while delivering top-notch customer service., Make the client feel special and give them a wow customer support experience which means recurring business for the organization.

Onboard and retain new customers while clearly defining and gaining agreement on customer expectations by both parties., Serve as the main point of contact for all assigned accounts, build relationships with business partners and accept accountability for the full lifecycle of the clients., Build and maintain strong client relationships to retain customers by having a full understanding of the company and its products, exhibit knowledge and digital marketing expertise to educate clients of their campaign success., Review and utilize data to identify and align customers on campaign performance, risks, targets, updates and up sell or cross sell opportunities., Identify new opportunities to up sell existing customers and review data driven analyses to optimize SEO package., Maintain accurate records of all interactions with customers., Collaborate with various internal departments to achieve goals for my assigned clients., Resolve issues and complaints while facilitating initiatives to increase the customer experience., Assist customers navigating the technical aspects of their on-boarding process, including the creation of their Google My Business, including managing business information, customer reviews, photos or videos., Monitor client requests and provide timely follow-up as needed., Escalate recurring themes to improve overall customer experience.