Priya Rana

• Providing specialized support, deliver high quality interactions and solutions tailored to each individual situation.
• Handling account queries and changes, billing queries, customer complaints, selling to existing and new customers.
• Maintain accurate customer records and information in CRM system.
• Meet and exceed performance metrics such as response time, resolution rate and customer satisfaction score.

• Intracting with customers and helping them understand the importance of ear checkups.
• Manage Inbound and Outbound calls for the Australian and New Zealand customers.
• Role includes chasing daily targets and working on multiple CRM tools.
• Working on different campaigns like Cold, Green Warms, Refits, Affiliates, Red Hot and Reviews.
• Helping Maintenance team to renew the maintenance agreement for the HSP clients.

Responsibilities: -

❖ Fault handling and escalation (identifying and responding to faults on AT&T’s systems and networks).

❖ Analyzing root cause of fault occurrence and ensuring implementation of corrective actions to control

fault rate and repeat occurrence of faults.

❖ Handling Severity 1 & 2 Cases of Link Down on IPLC circuit.

❖ Coordinating with all international Suppliers’ to restore the circuit.

❖ Handling of various types of faults like Link down, link Flap, Latency. Ensuring maximum network

uptime by ensuring timely opening and closing of TT/incidences.

❖ Communication the ERT to customers and following up with all concerned teams and vendors for

resolution maintaining the proper escalation as per matrix provided.

Responsibilities: -

❖ Engaging with customer through chat platform in a professional and courteous manner.

❖ Checking service status of account in diagnostic tools.

❖ Managing billing, accounts and selling to new and existing customers.

❖ Troubleshooting of technical issues related to modems & Routers.

❖ Effective communication and close looping with client in case of observation.