Ronnie Francis

Ronnie Francis-/- / D/4, Shiv Sagar Society, Opp IDBI Bank, Wanowrie, Pune, Maharashtra Summary Around 10 years of experience including international BPO’s as well as a reputed software company providing customer service as well as technical support in domains comprising of banking, telecom/ISP, Airlines and sales. Strong customer service and technical skills along with a flair for sales followed with good written and verbal communication. Experience Sr. Technical Support Executive Cybage Software Pvt. Ltd • Pune, Maharashtra 11/2012 - 07/2019 INFOGROUP Setting up clients with different types of filters as when requested through a ticketing tool. New client setups on abacus server Rule management Routing mails to client specified email address Troubleshooting issues like email delivery failure Ensuring that client’s inbound mail is filtered, sorted, processed and directed to them according to the level of service they have signed up for. Creating boiler plates (templates) to be stored in the Abacus tool. Providing customer service on behalf of the client.( Darden ) Manually replying to emails received from the end users and responding to their queries within the set SLA. Updating contact information in the system. Handling the inbound email responses from the end users. Subscribing user on client and end user request for premium clients CROSSMARK Adding, modifying, activating/deactivating items, brands and manufacturers on product catalog server. Aligning supervisors and new hires to locations and territories using Sales Trak. Running pre-defined SQL scripts every 3 hours to check if pending jobs is below 120. Logging into client applications to check if they are working fine. (Client application monitoring) Intimating the on-call team by creating an EverBridge alert if any of the applications do not work. REVATO Checking all the functions and features in the booking engine and the Revato web page. Maintaining and designing booking engine and connect the hotel live on Meta search engine. Communicating with the various Channel Managers and linking the properties with them so that, the Rates and Availability of the rooms for the property are properly maintained. Fetching bookings data for all the registered hotels and generating commission details. Resolving all the finance and support related queries of the hotel via. Email support. Raising TFS tickets for issues that require confirmation from the client or need some technical changes with instant effect. As there are various payment methods, we follow up on the bank transfer payments by entering the data in the system as per the bank statements and then, allocating the payments to the respective invoices by comparing the remittance advice shared by the hoteliers or by using the search option provided on the Revato payment allocation page. Co-ordinate with the team when required to assist in resolution of Incidents/ Problem/ Changes. Cybage Internal Website Monitoring Had to work in rotational shifts to ensure that the Cybage Corporate and other given websites are not down anytime. Hourly click on every major links and child links to ensure it is working flawlessly and if any issues were found an email had to be sent to the relevant teams as per the escalation matrix. Personally, did some research on Google and came up with the idea of using a Google Add On (Google Broken Link Checker). Once installed and applied in the browser it seamlessly goes clicking on the links and provides the number of links that are not working. This saved a lot of manual intervention.) Secondly, used a free website monitoring tool that automatically checks the uptime/downtime every half hour and sends an email alert to all the team members including the manager in case the website is down and when it got up with a comprehensive report of the downtime. All this was done after taking authorization from my immediate reporting manager and was appreciated for the same. LIXTO It was a pure short term data entry project which had to be completed within a stipulated time frame. The client (SafeWay) used to provide us with backdated flyers which contained (ad blocks) products mostly eatables along with an excel containing raw data of these products. Our job was to search for the products from each ad block printed on the flyer and compare it with the provided excel master sheet containing the raw data and annotate / mark it precisely with a unique ID after comparing the correct product name, price, size or weight. Individually uploading the raw data after each shift on BOX, which is a mass storage platform Uploading the DSR on the shared drive at the end of the shift. Sr. Customer Service Associate Ventura Pvt Ltd • Pune, Maharashtra 02/2010 - 10/2011 IYOGI Providing online technical support for all Win XP, Vista and 7 operating systems across US and UK. Working knowledge of internet to gain remote access of Desktop / Laptop for configuring and monitoring Antivirus software’s. (Norton, McAfee, CA, Trend Micro). Removing virus using third party virus removal software’s. Configure email clients like MS Outlook and Windows Mail. Convincing people to enroll in subscription based technical support package. Providing floor support as well as mentoring new batches. Promoted as Team Leader through an IJP for the same project. Operations Span – 12 (10 CSE's, 1 Floor Tech Support and 1 Process Specialist.) Responsible for Process Compliance on Organizational and Client Policies. Communicate all process and client changes to direct reports within specific timeline. Customer Service Associate WNS Global Services Ltd • Pune, Maharashtra 11/2008 - 08/2009 Working with United Airlines refunds department Providing correct & on the spot resolution to passengers in order to expedite their claims. Processing refunds after investigating passenger claims regarding unused tickets or partially used tickets Providing ticket copies. Providing refunds in cases of bereavement or illness. Process Executive Infosys BPO Limited • Pune, Maharashtra 07/2006 - 12/2007 Working with British Telecom for Broadband Repair. Trouble shooting ISP related issues Monitoring and mentoring the new OJT batches on the floor and giving feedback to the Team Leader about the progress. Assisting the Team with Process Training as and when required. Customer Care Representative EXL Service.com, LLC • Pune, Maharashtra 12/2004 - 03/2006 General queries which involved address and telephone nos. update Bank account related queries. New account information. Technical query email, which included browser settings for online Banking. Taking request for customer checks and checkbooks. Handling Queries related to ATM transactions. Providing Online Banking support, including Id/Password reset. Check card and ATM transactions. Filing disputes for incorrectly posted transactions. Statement generation request. Check image copies request. Team Executive Acudata Solutions • Pune, Maharashtra 01/2003 - 12/2004 Processing raw data as per client’s specification. Maintaining accuracy requirements against targets set. Successfully managed a staff of 08 processors. Skills Communication skills, Troubleshooting and research, Customer service, Technical knowledge, Positive attitude, Time Management. Education B.Com Pune University • Pune, Maharashtra 04/2001 Languages English, Hindi, Marathiand Tamil Courses Fundamentals of Digitial Marketing – Google Ultimate Guide to Email Marketing – UpGrad Blockchain Technology: A Quick Introduction – UpGrad Learn Blockchain Features in Simple Way - UpGrad