Amit Dwivedi available

Amit Dwivedi

Customer service executive

Profileimage by Amit Dwivedi Customer service executive from India
  • India Freelancer in
  • Graduation: yes
  • Hourly-/Daily rates:
  • Languages: English (Elementary) | Hindi (Native or Bilingual)
  • Last update: 16.08.2018
Profileimage by Amit Dwivedi Customer service executive from India
CV - Customer Service & Operations Manger 10 years experience

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Profile summary:
  • A goal-oriented professional with around 10 years (including nearly 4years of entrepreneurial experience)of rich experience in Customer Service&Operations Management
  • An executor with exposure in managing back-end operations with an aim to accomplish corporate plans & goals successfully
  • Resourceful at maintaining relationships with clients to achieve quality product and service norms by resolving their service related critical issues
  • Capabilities in coordinating with internal/external customers for running successful business operations and experience of implementing procedures& service standards for business excellence
  • Proficient in performing all branch operations effectively, coordinating with various branches & managing a variety of branch operations
  • An effective communicator with perfect relationship building & interpersonal skills; strong analytical, problem-solving skills; possess a flexible &detail-oriented attitude

IT skills:
MS Office Suite: Word, Excel &PowerPoint
Others: Service Now – IT Service Management Tool, Pegasus Software               
Core competencies:
  • Operations Management                                                                             
  • Incident Management
  • SLA Management     
  • Vendor Management
  • Systems Administration 
  • Information Technology Infrastructure Library (ITIL)


Aug’17 - Present - Technical Service Desk Executive

Key Result Areas:
  • Resolving incident, problem and change management concerns , managing vendorand many other daily activities
  • Gathering requirements through client interaction, understanding their requests &thereby providing best solution possible
  • Attending customer service operations inclusive of implementing short / long-term plans; managing teams with focus on excelling business targets & service delivery metrics
  • Ensuring continuous interaction with the customer to make sure that areas of concerns can be worked upon for improved service levels; providing customer service for increasing the client satisfaction levels and for the new product introductions
  • Assessing customer feedback, evaluating areas of improvements & providing critical feedback
  • Managing the overall functioning of process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
  • Coordinating internal, external & regulatory audit/inspections; evaluating internal control systems / procedures with a view to highlight the shortcomings
  • Preparing MIS reports & other statements with a view to apprise management of process operations and assist in critical decision-making process
  • Coordinating with backup team for pending concerns , to be ensure that work will done as per SLA , on time, within budget & product quality standard

Willing to travel nationally.
Willing to travel internationally.