Subodh Jumle

Subodh Jumle E-Mail:- Contact: - EXPERIENCED SUPPORT PROFESSIONAL ~ Targeting assignments in~ Customer Support Offering nearly 6 years of rich experience in Customer Support and Technical Support while working with reputed organisations in the KPO Industry CORE COMPETENCIES Customer Service Soft Skills Client Relationship Management Technical Support Documentation & Training SLAs & TAT Compliances PROFILE SUMMARY 6 years of experience in BPO/ KPO organizations Excellent written and verbal communication skills Work well in team environments and individual assignments Strong customer service skills Have experience handling escalated calls and handling needs of difficult customers Customer-centric, focussed on resolving clients queries as per SLAs & within TAT Strong problem-solving & analytical skills; talent in guiding team members & enabling knowledge-sharing amongst them for smooth project operations WORK EXPERIENCE Feb’16-Till Sept 2017: Allscripts , Pune as Support Consultant Role: Rendering technical support for application – Allscripts Pro EHR and windows operating systems Working with the sales team to deliver business solutions to the clients Creating and maintaining user licenses for clients Ensuring troubleshooting of technical issues related to product, servers and computers Assuring that IT systems, applications, and communication equipment within the organisation were managed and maintained in accordance with documented processes, procedures, guidelines, and instructions Addressing queries and performing troubleshooting with customers over the telephone, via E-Mail and remote support tools Assessing, troubleshooting, and analysing computer related issues; determining appropriate course of action, and conducting repair, modifications, and upgrading internal components Sustaining server systems, including inspect, clean, test, run scandisk, defragment hard drives, and updating antivirus programs to maintain performance and security Highlights: Successfully developed knowledge based articles which helped in reducing resolution time Pivotal in imparting & completing the training for technical support executives and resulted in reduction in resolution time of technical issues Nov’13-Feb’16: WNS, Pune as Sr. Associate Role: Lodged motor insurance claims via phone and E-Mail. Guided policyholders on how to proceed with claim Arranged assessment of damaged vehicles and booked repairs with the vendors Followed up with vendors for repairs, reviewed correspondence, issued payments, etc Ensured fair settlement of a valid claims Helped finish backlog of pending activities for a business unit by improving triage process Appointed insurance loss adjusters and private investigators when required Dec’12-Oct’13: First Source, Mumbai as Sr. Customer Support Associate Role: Addressed technical issues related with the product remotely via phone and remote support tools Answered billing enquiries and made billing adjustments if required Handled escalated calls for my team Developed knowledge base articles to resolve complex issues in a timely and efficient manner Created detailed case notes for case history or escalations; followed-up with customer after resolution of their cases May’11-July’12: Convergys, Mumbai as Sr. Technical Support Officer Role: Addressed technical issues related with the product remotely via phone and remote support tools Answered billing enquiries and made billing adjustments if required Developed knowledge base articles to resolve complex issues in a timely and efficient manner Created detailed case notes for case history or escalations; followed-up with customer after resolution of Their case Helped Team members to avoid getting repeat calls to improve First Call Resolution Mentored two new team mates TECHNICAL SKILLS Operating Systems:Windows 7, Windows 8, Windows 10, Linux Microsoft Servers: Windows Server 2008/R2; Windows Server 2012/R2 Software: MS Office 2013; Salesforce Virtualization:VMware Workstation. Networking:TCP/IP EDUCATION PG Program in Supply Chain Management in 2013 Bachelor of Computer Application in 2011 CERTIFICATIONS ITIL Foundation PERSONAL DETAILS Date of Birth: 27th March, 1990 Languages Known: Marathi, Hindi and English Address: A 902, Godrej Prana, Undri – Handewadi Road, Undri. Pune, India - 411060