Benedict Daniel Francis

I am a Microsoft Certified Professional (MCP) with 12 years of hands-on experience in Customer Service & Technical Support. (Configuration & Troubleshooting of Credit Card Terminals(American Banks), Belkin Routers, UK. VOIP Services, Computers and Editing software)
Functioned in an online Animation sales company based in U.S in where I had a wide exposure to E-Commerce. Provided Customer support to International Customers (US\UK\AUS\CAN\EUR) via Phone, Email and Online Chat simultaneously. Maintained FTU, Program Service Level (SLA), Priority escalations, End of the Day Reports (EOD). With the help of our MIS team initiated, drew a sketch line & Implemented,
•Purchase Order
•Online GSC order
•Group Order Systems

As a primary SPOC I recorded all software bugs reported by the end user and forwarded to the respective teams such as Testing Team, Juicer Team, Creative Team and Editing Team.
Prior to the above experience I managed all issues related to VOIP Broadband Phone adapters, Linksys PAP2 VOIP Broadband adapter and VOIP Broadband Connections i.e. DSL, ADSL, PPPoe, LAN and Wireless Networking Routers (SOHO)
As a Team player I identify values, develop possible goal settings and develop strategies for my Team. Adept at developing long-term relations with customers and clients. Awarded the best "CSAT Agent” by our UK Client. Clouded with these experiences I see that I can add a value to customer satisfaction in your esteemed organization.
On a personal front I believe “for everything there is a solution “.