SRINIVAS RAMSINGH
Mumbai,maharashtra
Summary
Forward-thinking Operations Specialist with over 15 years of expertise in customer service and dispute resolution within the logistics and telecommunications industries. Skilled in cultivating rapport with individuals to effectively resolve complex problems and deliver innovative improvement strategies. Experienced in working across various shifts and time zones, including Australian, U.S., and Indian. Demonstrates adaptability and a commitment to meeting diverse customer needs.
Overview
18
18
years of professional experience
Work History
Senior Specialist
Maersk India Global Services Limited
08.2019 - Current
- I work in Commercial Billing Department for shipping Industry handling disputes related to Invoicing for shipments all round the world. Job responsibility is to investigate and fix the invoice else call the customer to explain that the invoice is correct and needs to be paid as per agreed payment terms.
- Managed complex Key Accounts ranging from Automobile like Mercedes, Exxon , Indicaa / Esspee to Chemical Industries from the time the invoice is generated to the time it has been paid on time , ensuring timely recovery of dues and client satisfaction.
- Identified areas in need of critical improvement blocking the payments from customer or issues which are creating disputes and implemented strategies to achieve minimum disputes by collaborating with various internal team like sales, customer service and Finance
- Established strong partnerships with key stakeholders through consistent communication and collaboration efforts, promoting mutual success.
- Mentored junior advisors, fostering professional development and enhancing overall team performance.
Senior Advisor
Tata Consultancy Services
06.2015 - 08.2019
- Over here, I was working for a telecommunication firm in Australia: Telstra for their BPO services
- My job responsibility included talking to Australian customers to fix their internet connectivity issues and helping to setup their internet connection for the first time
- It also included helping customers with their Change of Ownership and transferring their mobile service from prepaid to postpaid
- Later on, I moved to the NBN team to help check installation status and assist in fixing appointments for technicians
- I maintained a positive, empathetic, and professional attitude toward customers at all times
- I responded promptly to customer inquiries, acknowledged and resolved customer complaints, processed orders, forms, applications, and requests and kept records of customer interactions.
Senior Technical Support Officer
Convergys India Private Limited
01.2009 - 06.2015
- Over here, I was working for a telecommunication firm in Australia: Optus for their BPO services
- Job responsibility includes talking to Australian customers to fix their internet connectivity issues and helping to setup their internet connection for the first time
- Handle customer complaints by delivering remedies, frequently within a certain time frame, to guarantee the client's satisfaction
- Coordinated remote troubleshooting efforts for clients experiencing technical difficulties outside standard business hours, ensuring ongoing access to critical systems.
- Served as a mentor to new hires within the department, sharing expertise and best practices while helping them acclimate to their roles quickly and effectively.
- Managed high-priority escalations effectively, maintaining professionalism while under pressure and achieving satisfactory outcomes for customers.
- Responded to customer inquiries and provided technical assistance over phone .
Senior Technical Support Officer
Wipro BPO Limited
11.2006 - 11.2008
- Over the phone support for USA customers to fix their Dell desktops/ laptops/ printers connections and fix their problems in getting applications installed .
- Coordinated remote troubleshooting efforts for customers experiencing technical difficulties for customers who have purchased warranty from Dell .
- Consistently maintained a high level of customer satisfaction by providing timely, accurate, and empathetic technical assistance.
- Enhanced customer satisfaction by efficiently resolving complex technical issues and providing guidance on product usage.
- Installed, configured and maintained computer systems and network connections.
Education
Bachelor of Commerce -
Institute Of Distance Education
10.2010
Higher Secondary School - Science Education
R K Talreja College
Mumbai03.2002
Skills
- Technical communication
- Root Cause Analysis
- Relationship Building
- Teamwork and Collaboration
- Adaptability and Flexibility
- Problem-solving abilities
Accomplishments
While working with Convergys I was selected and sent to Australia for an onshore training to get a new project to India. Where in I was trained in using the new Fetch TV and had the responsibility of sharing knowledge with the team in India.
Languages
Telugu
Native language
English
Proficient
C2
Telugu
Intermediate
B1
Hindi
Proficient
C2
Marathi
Upper intermediate
B2
Timeline
Senior Specialist
Maersk India Global Services Limited
08.2019 - Current
Senior Advisor
Tata Consultancy Services
06.2015 - 08.2019
Senior Technical Support Officer
Convergys India Private Limited
01.2009 - 06.2015
Senior Technical Support Officer
Wipro BPO Limited
11.2006 - 11.2008
Bachelor of Commerce -
Institute Of Distance Education
Higher Secondary School - Science Education
R K Talreja College
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