Md Ezaz Alamm

Customer Support Associate
Kolkata, West Bengal, India
Quality Assurance, Helping Others
Talents
Work Experience
Sr. Practitioner
Full Time Apr-2017 To Oct-2019 2 years 6 months
Responsibilities
  • Handling all inbound calls and chat related to recharge and network • Ensuring TAT of processing for better operations delivery and customer satisfaction.
Sr. Associate Quality Analysis
Full Time Jun-2015 To Nov-2016 1 year 5 months
Responsibilities
  • Auditing all SR which was closed by back office agent • Providing process updates from a quality perspective to Back Office team members on periodic basis • Handling rebuttals on periodic basis • Managing queries by providing effective resolutions at transactional level • Able to interact with the onshore team for process related support • Act as a first escalation point for solving queries in the team • Manage Process Knowledge Creation measured through compliance and Knowledge Base audits • Participate in client calibration process • Handling client and customer escalations on phone and e-mails • Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction metrics.
Achievements
  • 2 time Bravo award winner • 1 time Pat on the back-award winne
Backend Customer Support Associate
Full Time Oct-2013 To May-2015 1 year 7 months
Responsibilities
  • Handling all bill & VAS related complaint of enterprise customer. Maintain the daily tracker. Took the responsibilities to refund the valid amount on customer number. Highlight the issue to the client for which the complaint are increasing. Guide new agent how to handle the complaints
Achievements
  • Above 80 appreciation received from customer on call & mail (CSA)
Customer support Associate
Full Time Jun-2012 To Mar-2013 9 months
Responsibilities
  • Handling all inbound calls related to billing, network or VAS related issue. Ensuring TAT of processing for better operations delivery and customer satisfaction
Education
Diploma in Computer Science, Other
Tilak Maharashtra VidyapeethUniversity of Pune
2008-2011
Profile Snapshot
Md is based out of Kolkata & has studied Other, DCS-Diploma in Computer Science from Year 2008-2011 in TMV-Tilak Maharashtra Vidyapeeth, University of Pune.
Md Ezaz Alamm is Skilled in Quality Assurance, Helping Others, Customer Oriented