Basil Win Rajan Vincent

E-mail:-Phone: - Linkedin: linkedin.com/in/basil-vincent-2150b5144 BASIL WIN RAJAN VINCENT Achievement- driven Professional targeting Senior Level assignments in Back-End Support with a leading organization of repute Profile Summary • • • • • • • Certified Business Analyst professional from EduPristine with nearly 6 years of proven support experience in Customer Service & Support Management across the globe Drove the successful implementation of best-in-class support to users of Public Relations (PR) Analytics Software as a Service (SaaS) platform Rendered support for transition/ transformation efforts; coordinated with key customers/ partners to retain customers and develop business across Europe and United States Experienced in implementing procedures to facilitate a high-quality customer experience, while adhering to the SLA thorugh efficient back-end support Spearheaded operations pertaining to Incident, Change, Problem and Escalation Management Skilled in technical project management including scheduling with clients for iterative product development and delivery, balancing work distribution to meet project deliverables & delivery A team player with excellent communication, analytical, problem-solving and relationship management skills Core Competencies Business Analytics Grievance Resolution Administration Support PR Analytics Support Product Support Liaison & Coordination Client Support Data Cleaning & Remediation Team Building & Leadership Organizational Experience Oct’18-Feb’19 with CapeStart( Client Support For Media Analytics Company), Nagarcoil as Senior Support Analyst Key Result Areas: • Reviewing client's issues in a timely manner and following up with the customers for recommendations • Participating in team meetings weekly; providing inputs on technical process within the department • Liaising with customers and internal businesses/ end users on a range of technical & operational topics • Assisting in the development and review of field request directly with clients through in-app chat or e-mail support feature for platform support • Leading the review and verification of basic builds and optimizations of boolean coding for crawlers • Working on complex customer and internal projects, including transformation, across technology/ customers and/or internal businesses/ end user's areas; providing review/ advice to projects inside/ outside responsibility areas Highlights: • Coordinated effectively with VP’s, Managers of top PR firms and Brands around the Europe & US • Managed and resolved feedback provide by clients through chat, e-mail and discussed it with the On-Shore Manager through conference call for effective resolution and implementation Aug’17-Sep’18 with Tata Consultancy Services, Mumbai, as Senior Process Associate Key Result Areas: • Extended production support as connection manager; Acted as single point of contact with customer to ensure connection (NBN) is provided in committed time frame • • • Tracked & resolved tickets and extended functional support to customer grievance through direct call Steered the assigned operations pertaining to collaboration with internal consultants, field technicians to ensure connection is provided with top quality service Provided support in raising incidents, resolved issues and monitored incidents to sustain client satisfaction Feb’16-Aug’17 with Tech Mahindra, Mumbai as Advisor Key Result Areas: • Implemented solutions that effectively resolved problems raised by customers • Initiated and sustained efforts for betterment of Customer Satisfaction through Customer Support service for products (In-bound calls) • Ensured timely escalation of production issues, addressed and resolved bill disputes & product support • Assisted new hires through process training & development Nov’14-Jan’16 with Accenture, Mumbai as Senior Customer Service Representative Highlights: As Data Analyst ( With US Banking Giants) • Managed and resolved technical and business incidents independently through effective Data Analysis • Worked on Data Cleaning & Remediation As Staffing Associate (Recruitment-Client Support) for US Software Giants • Delegated administrative support for end-to-end recruitment activity • Spearheaded utilization, maintenance and record of recruitment activity on applicant tracking database • Coordinated with Recruitment Managers, Interviewer's, On boarding Consultants, Candidates & Interviewers Previous Experience Feb’14-Aug’14 with Sutherland Global Services Private Limited, Mumbai as Consultant May’10- Mar’12 with PD Shipping Services as UTG Operator, Chennai Feb’09-Jan’10 with Pioneer Ship Management Services LLC, Mumbai as Junior Engineer Technical Skills • Microsoft Office • Customer Service • Analytical Skills • Data Analysis • Online Research Academic Details • B.E. in Marine Engineering from Birla Institute of Technology, Mesra, Ranchi in 2008 Date of Birth: 15th July, 1986 Languages Known: English & Tamil Address: Bengaluru