Prasoon

PRASOON SENIOR CUSTOMER SUPPORT ASSOCIATE-| - | linkedin.com/in/prasoonsrivastav/ Mayur Vihar Phase 3, East Delhi, IN 110096 SUMMARY Experienced Senior Customer Support Associate with 1+ year at Tech Mahindra, known for achieving a 95% customer satisfaction rate. Currently working as a Trading Coach, empowering clients with actionable market insights. Seeking a challenging Associate/Senior Associate role to deliver exceptional customer experiences and drive operational excellence. TECHNICAL SKILLS Customer Relationship Management (CRM) Technical Support & Troubleshooting Effective Communication (Verbal & Written) Ticketing Systems (ServiceNow) Data Entry & Documentation Microsoft Office Suite (Word, Excel, PowerPoint) Organizing Tasks and Managing Priorities Problem-Solving & Issue Resolution Operating Systems (Windows, macOS) PROFESSIONAL EXPERIENCE Trading Coach Trading Coach (June 23 - Present) | Remote, India Educate clients on trading strategies and market analysis, contributing to their financial growth. Provide actionable insights and support in online money-making opportunities. Create personalized coaching plans, enhancing clients' trading efficiency and confidence. Tech Mahindra Senior Customer Support Associate (April 2022 - April 2023) | Noida, India Resolved 50+ customer inquiries daily with a 95% satisfaction rate, ensuring timely and accurate solutions. Collaborated with cross-functional teams to escalate and resolve complex technical issues, reducing resolution time by 20%. Trained and mentored 5+ junior associates, improving team performance and adherence to SLAs. Maintained detailed records of customer interactions and feedback, contributing to a 10% improvement in service quality. Implemented process improvements that streamlined workflows and increased team productivity by 15%. EDUCATION Higher Secondary (10+2) | NIOS Board, Lucknow (2009) High School (10th) | CBSE Board, Barabanki (2006) ADDITIONAL INFORMATION Languages: English, Hindi CERTIFICATIONS & ACHIEVEMENTS Consistently maintained a 95% customer satisfaction score during tenure at Tech Mahindra. Recognized for suggesting process improvements that increased productivity by 15%. Trained and mentored junior team members, enhancing team efficiency. ADDITIONAL INFORMATION Passionate about trading and helping others navigate financial markets. Active participant in community workshops focused on personal finance. Volunteered in organizing events to promote financial literacy among youth.