2022-02-14_danraju01_Resume_Raju.DOCX

Raju Rajpaul

danraju01@gmail.com | 514-582-9633 
16 - 12247 Rue Ranger, Montreal, Quebec H4J2L3

Summary

Flexible in Customer Support with 5 years of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and organizing documentation. Well-versed in providing helpful answers and relevant information to retain clients.

Skills

Experience

Customer Support Executive

Prompt Personnel, APR | Chennai, Tamilnadu | March 2016 - December 2018

Kept detailed records of customer accounts, including actions taken, issues resolved and Closure information

Achieved high customer satisfaction scores by de-escalating complaints quickly

Worked under strict deadlines and responded to service requests and emergency call-outs

Provided top quality control and eliminated downtime to maximize revenue

Monitoring of first level closure of Complaints

Handling technical tools HLR, STP Tool and VLR, Using respective commands

Preparing MIS reports, gathering inputs from Network and Switch end

Analyzing the type of Complaints and arriving at the route calls to ensure continuous improvement of the service levels

To keep closure of the Customer Complaints within the SLA Period

Customer Service Associate

Kou - Chan Knowledge Convergence (P) Ltd | Chennai, Tamilnadu | January 2015 - March 2016

Kept customer and system account information accurate and current to support timely resolutions for all concerns

Reviewed customer data to assess current issues and determine potential solutions

Provided high level of quality control, eliminating downtime to maximize revenue

Documented customer inquiries and feedback, including service delivery suggestions, in company database

Technical Support Executive

Progressive Infovision Pvt Ltd | Chennai, Tamilnadu | December 2012 - December 2014

GSM & CDMA customer complaints handling

Tracking daily, Weekly & Monthly reports of SLA & KPI

RF related issues handling with concern Field engineer

Established continuous improvement initiatives to achieve KPIs

Education and Training

Bachelors in Management Studies: Telecommunication

ISBM | | Chennai, TN | 2012

Certification

CCNA - Cisco Certified Network Engineer

MS OFFICE

Languages

English, Tamil, French-Beginner

Customer communications
Mail management
Technical problem-solving
Database management
Strong problem solver
Negotiating service level agreement | Escalation management
Report generation
Microsoft Office expertise
Inbound and outbound calling
In-store support