Customer Service & Technical Support
High-volume technical issue resolution, CRM management, customer satisfaction excellence
Scope & Responsibilities
Delivered professional technical support and customer relationship management across two leading telecom networks, diagnosing service disruptions and resolving complex customer queries.
Key Technical & Operational Duties
Directly sourced from official CV documentation.
Handled incoming customer calls, listening attentively to user concerns, service requests, and technical issues.
Identified customer needs and provided accurate and appropriate solutions based on reported issues.
Managed customer accounts, service-related cases, and technical details through enterprise CRM interfaces.
Escalated network, internet, data package, and connectivity issues to backend technical engineering teams.
Maintained a solution-oriented, customer-focused approach when managing challenging requests.
Promoted relevant telecom products and services, performing eligible upselling based on customer usage.
Prepared daily operational and performance reports, maintaining accurate technical logs.
Maintained continuous familiarity with the latest telecom packages, network policies, and system updates.
Software, Frameworks & Systems
Documented Contributions
Consistently achieved top-tier First Call Resolution (FCR) and customer satisfaction scores over 4 years.
Recognized for empathetic communication, rapid diagnostics, and dependable problem resolution.