SUFIYA TABASSUM

15/07/1991

101710260690

8575 1953 7914

7022482852

EPFO CREDENTIALS

101710260690

Tabassum@786

EPFO CREDENTIALS

101710260690

Tabassum@786

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Good morning Dilip, need to know that if faculties need to recharge to whom they will contact and
the concern person need to make entry in excel & revenue tracker with exact rate & discount. Lastly
need to keep follow up of the payment.

As I have left the company Sir you may contact for above support WhatsApp number 9404994040 or
inform in group. If any emergency please connect to our director – Mr. Dilip Kalantri 9822962860.
Directly Ping our Director for Credits as of now. they will add.

Exl Rounds

1- HR

2- Speeches

3- Typing Test & check grammitically

4- Final Ops round

International voice blundded process

Manish Park, Phase 2, 3rd Floor, Flat No – G-89, In front of Capital Mall, Kondhwa- 411048, Pune,
Maharashtra.

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100573476710

Anees@1981

Please check now sharing you the bank details

[Link]@[Link]

Date 9th Feb2024

Sr. No. 1

Profile Type - Technical Support Executive

Source - Consultancy

Source Name - Right Move Consultancy

Skill - Handling Technical Support & Customer Service

Name – Parvez Mazharuddin Shaikh

Contact - 82372-64659

Email ID - parvezshaikh79@[Link]

Qualification - Bcom, MBA Finance

Experience - 10 Years +

Band - I

C-Location – Pune

P-Location - Pune

Notice - 1day its negotiable

Recruiter – Bushra Khan

Name - Parvez Mazharuddin Shaikh

No - 82372-64659

Email id: parvezshaikh79@[Link]

Dob: 12th Jan 1979

Qualification – MBA FINANCE

University: North Maharashtra University

Adhaar no:- 3435 1730 2595

Detail Address: Manish Park, Phase 2, 3rd Floor, Flat No – G-89, In front of Capital Mall, Kondhwa-
411048, Pune, Maharashtra.

WNS Employee Id

Emplid: 339767

Anfeer Shakir Sir Reference

+91 97473 36661

Good evening Dilip, The Lead follow up is going on the content is almost ready now

Anfeer Shakir Sir Reference

+91 97473 36661

Sir, Need Demo today after 6pm Please check.

Rate is Final Rs10/ Per Credit and sir needs to purchase 500 Credits once demo is done. FYI

Nilesh Joshi – British Petroleum

Nisar a very big opportunity for British Petroleum, please discuss with Nilesh and try to get clarity of
rounds and what questions will be asked. Need his favour to clear the rounds. Gentle Reminder.
7030576612

Hello Nilesh, one thing to inform that when I joined WNS I got selected for day process as at that
time health issues are going on and due to Covid that process ramp down they shifted me to US
process and I manage around 6months but not able to continue and leave the company one day
notice. So, I didn’t receive reliving & experience letter of WNS. So, I am removing from the CV and
sharing you the updated CV. Please check.

Due to the COVID-19 pandemic, I joined WNS in a day process role but was later
transferred to a US process due to operational changes. Despite managing for six
months, I had to leave with short notice and did not receive a relieving or
experience letter. Therefore, I have removed WNS from my CV. Please find the
updated version attached.

Good evening Dilip, New Lead given by Shakir Sir. Please share the Proposal on
below email. They need to start recording now they will start after 2-3months. I
will take follow up only please share the Proposal & let me know.

ramshadat33@[Link]

Hello Dilip, New Lead Please share the Proposal – Rest I will take the follow up & update you.

ICA Hadil Musthafa Economics Ref Jhafar Sir - Kerala

+91 90371 51783

Fees of 4th Quarter of Ayaan Parvez Shaikh not able to do for this current month of February 2024.

We will be paying in next month in March 2024 after 15th March 2024. In sha Allah without fail.

Nisar, When you speak to Nilesh – Tell him as their might be BGV issue so, We will not hide the WNS
experience. Inform them that due to health issues not able to do the night shift as selected for
morning shifts. But once if we get selected we will pay off that recovery amount and get the reliving
& experience letter if we get some time.

ADP Process – Time & Attendance – Hard process – Understand technical how the time calculation
happens, Holiday works in the US like that. If you are good at numbers will struggle for 2months but
it will be smooth. Then will set. We have 3 shift 6.30, 7.30 & 8.30pm our shift doesn’t shift perks
competition motivation team. Vacancies in voice process.

First, we use to upload resume. Now our employee one link gets generated that is shared to our
referral & our referral goes to our website & applied from there.
 SBS –Small business Services – Tally Data

Payroll Processing – I want to pay 5emp on Friday – check date on pay period -

15000 - 30% Ans – 4500

17000 - 25% Ans – 4250

45000 - 20% Ans – 9000

75000 - 30% Ans - 22500

55000 – 20% Ans – 11000

Sayeed Kasim – Chacha ka ladka – Converges – Customer Service – Abdur rehman

Gaurav – Abud – Domestic –

*Concentrix Update ( Aundh Location )* Huge requirement of 120 head counts for this month

For this month we do have batches for Microsoft O365 and EPS Every Week . Requirements are as
below.

*MS - O365 ( Technical Support Voice Process )*

Any Graduate/ Under Graduate with Excellent Communication skills and 1 year Technical Support
Experience can apply

Must have hands on experience on DNS , DHCP , DORA , APIPA , O365

Must be Immediate Joiner.

*MS - EPS ( Technical Support Voice Process )*

Any Graduate/ Under Graduate with Excellent Communication skills and 1 year Technical Support
Experience can apply
Must have hands on experience on Windows Active Directory , FSMO Roles and Features , Windows
Networking Ipv4 , IPV6 )

Must be Immediate Joiner.

[Link]

Virtual Machines – Microsoft Edge Developer

Tech Mahendra Interview – VERSANT – 65%

1- Reading - Reading – Sentences aloud. Display on screen.

2- Repeating component – Listening & Speaking skills.
3- Questions section evaluate your ability to understand & respond – eg- do you preferring
watching movie or playing cricket.
4- Sentence build – I am going to market – Market I am going to.
5- Story Retelling – Story audio is there and you have to tell in your words catch the main
words.
6- Open Question – Given one topic to think for 30sec & 45 seconds to repeat on that topic.
7- Fill in the blanks – Missing word –

Customer Service Role for a Telecom Process – telecom inbound process where we need to
help the customers with the query.

Process Name - Welcome Voice

Location – Yerwada – pick & drop – 27,900/ in hand

My process is ramping down now and I have a package of 6Lacs but right now I need job as
responsibilities are there.

IGT – number HR
Tech.m Hinjewadi(technical) Format

Aadhar no - 343517302595

Source - RIGHT MOVE CONSULTANCY

Name as per aadhar card - PARVEZ MAZHARUDDIN SHAIKH

Contact - 82372-64659

Current location – PUNE

Email id - parvezshaikh79@[Link]

Qualification – Bcom – MBA

Overall Exp - 15 Years

Current Employer or Last Employer – ANTARGYAN CLOUDWORKS LLP

Current package - 6.12Lacs

Expected Package – As per the company Norms

Notice Period - Negotiable – Join Immediate

DOB - 12th Jan 1979

Kalyani Nagar - Emia Sales Fuse/ Salesbox – Start Up – 45K

AG, MQL, SQL Dailing, HQL, BANT & CCL Leads

LeadGen Solutions
Lead Generation Solutions

Marketing Qualified Leads

Account Based Marketing Leads

HQL, BANT & CCL Leads

Appointment Setups

Custom Campaigns
Adon Media – Bibewadi

Veritas – Bibewadi

Surbhi 139 months

Crm – 26 +14 = 40 months

Antargyan – 40 months

I wanted to inform you that my previous company is experiencing challenges due

to the recession. As a result, I am exploring new opportunities while remaining
committed to my responsibilities here."

"My previous company is facing recession-related difficulties. Therefore, I'm

looking for new opportunities while staying committed to my role here."

1- Share any of your exp from your last org where you were not able to resolve the query ,after
multiple efforts

Ans- Yes, There was one of the student from UK London – Not able to resolve her query as she is
having a IOS device and we have recently launch IOS & Mac so we are not able to fix the bough after
multiple efforts and she refunded her money and really difficulty to answer the Client.

2- Give 2 empathy or sympathy statements we use in customer service call

Ans - Certainly! Here are two examples of empathy statements you

can use in a customer service call:

1. "I understand how frustrating it can be when [describe the

issue]. I'm here to help you resolve it as quickly as possible."
Explanation: This statement shows that you acknowledge
the customer's frustration and assures them that you are
committed to helping them find a solution.
2. "I'm sorry to hear that you're experiencing [describe the
problem]. Let's work together to find a solution that works
best for you."
 Explanation: This statement expresses sympathy for the
customer's situation and demonstrates a willingness to
collaborate with them to address their concerns effectively.

3-Like pro rate charges

Billing cycle

Credit

Overcharged

These terms

1. Pro Rate Charges: Charges calculated based on how much of a

service you've used.
2. Billing Cycle: The time period for which you're billed, like a
monthly or quarterly cycle.
3. Credit: Money you've prepaid to cover future charges.
4. Overcharged: Billed more than you should have been for a service.

1. Pro Rate Charges: Pro rating charges means calculating the cost
or fees for a service based on a partial amount of time used. For
example, if you only use a service for half of the billing cycle, you'd
only be charged half of the usual fee.
2. Billing Cycle: The billing cycle refers to the period of time for which
a service provider calculates charges and issues bills. This is usually
a set duration, such as monthly or quarterly, during which your
usage of the service is measured, and you are billed accordingly.
3. Credit: Credit in the context of wireless voice processes typically
refers to any amount that a customer has prepaid or deposited with
the service provider, which can be used to offset future charges. It's
like having money stored with the service provider that they deduct
from when you incur charges.
4. Overcharged: Being overcharged means that you've been billed
more than what you were supposed to pay for a service. This could
happen due to various reasons, such as billing errors or
misunderstandings about the charges. If you've been overcharged,
you may be entitled to a refund or adjustment to correct the error.

4-Mock call
Call opening

Empathy

Assurance

Probing

Resolution

Call closing

Sure, here's a simple guide for a mock call following the steps you've
outlined:

1. Call Opening:
 Begin by greeting the customer warmly and professionally.
 Introduce yourself and your role.
 Ask how you can assist them today.
 Example: "Good morning/afternoon, thank you for calling Tech
Mahindra customer support. My name is [Your Name], and I'm
here to assist you. How can I help you today?"
2. Empathy:
 Listen actively to the customer's issue and acknowledge their
feelings.
 Show understanding and empathy towards their situation.
 Example: "I understand how frustrating it can be to encounter
technical issues, but don't worry, I'm here to help you resolve
it."
3. Assurance:
 Reassure the customer that you will do your best to resolve
their issue.
 Provide assurance regarding the support they can expect from
you.
 Example: "Rest assured, I'll do everything I can to assist you
and ensure we find a solution together."
4. Probing:
 Ask open-ended questions to gather more information about
the issue.
 Seek clarification to fully understand the problem.
 Example: "Could you please provide more details about the
specific error message you're seeing? When did this issue first
occur?"
5. Resolution:
 Offer a solution or troubleshoot the issue step by step.
 Provide clear instructions and guidance to the customer.
 If necessary, involve relevant resources or escalate the issue.
  Example: "Let's try a few troubleshooting steps together. First,
could you please restart your device and let me know if the
issue persists?"
6. Call Closing:
 Summarize the actions taken and the solution provided.
 Ask if there's anything else you can assist with.
 Thank the customer for contacting support.
 Example: "Thank you for reaching out to us today. Just to
summarize, we've [briefly mention the steps taken]. Is there
anything else I can assist you with before we end the call?"

5 - Questions asked for OPS

1. What is Service No.?

Ans - A service number is a unique identifier given to a particular service or
process in a computer system. It helps the system keep track of different
services running at the same time. Think of it like a special code or name
assigned to each task or program to help the computer manage them
effectively.

2. FCR - First Call Resolution.?

3. Important factors to keep in mind while handling customers.?

Ans - hen handling customers, there are several important factors to keep
in mind:

1. Listening: Pay attention to what the customer is saying without

interrupting. Understanding their needs is crucial.
2. Empathy: Put yourself in the customer's shoes and try to
understand their perspective and feelings.
3. Patience: Be patient, especially if the customer is upset or
frustrated. Stay calm and composed.
4. Clear Communication: Use simple and clear language to convey
information and instructions effectively.
5. Problem-Solving: Be proactive in resolving issues and finding
solutions to customer problems.
6. Positive Attitude: Maintain a positive and friendly demeanor, even
in challenging situations.
7. Knowledge: Have thorough knowledge about the product or
service you are providing to assist customers effectively.
8. Respect: Treat every customer with respect and courtesy,
regardless of the situation.
9. Feedback: Encourage feedback from customers to continuously
improve the quality of service.
 10. Follow-Up: Follow up with customers to ensure their issues
are resolved satisfactorily and to build long-term relationships.

5. Give example of 1 statement for empathy and sympathy each.?

Ans - Empathy Statement: "I understand how frustrating it can be to

experience technical difficulties with your internet connection. Let's work
together to resolve this issue for you."

Sympathy Statement: "I'm sorry to hear about the loss of your pet. It's
never easy to say goodbye to a beloved companion, and my thoughts are
with you during this difficult time."

6. Mock call.
Ans - A mock call is a simulated or practice telephone conversation used for
training or evaluation purposes. In a mock call scenario, one person
typically plays the role of a customer or client, while another person plays
the role of a customer service representative or salesperson. The purpose
of a mock call is to help individuals practice their communication skills,
customer service techniques, and product knowledge in a safe and
controlled environment. It allows participants to gain confidence, identify
areas for improvement, and refine their performance before engaging in
real-life customer interactions.

7. Why should I hire you for this Profile.?

You should hire me for this job because:

1. I know what's needed for this role and have experience doing similar
work.
2. I can learn new things quickly and handle different tasks.
3. I'm good at talking with people, both in person and in writing.
4. If there's a problem, I'm good at finding solutions.
5. I work well with others and can be a helpful team member.
6. Making customers happy is important to me.
7. I'm dedicated to doing my best and getting good results.

By hiring me, you'll get someone who's ready to work hard and be a
positive part of your team.

8. What are your short term and long term goals.?

Short-term goal: To learn as much as I can about the job and

become really good at it.

Long-term goal: To grow within the company, take on more

responsibilities, and maybe even move into a leadership role
someday.
 9. How long will you stay with Tech M.?

I plan to stay with Tech M for as long as I continue to learn,

grow, and feel fulfilled in my role.

8. Kindly Explain your KPI & KRA..?

KPI stands for Key Performance Indicator. These are specific metrics
or measurements that show how well someone is doing their job.
For example, if you're in customer service, one KPI might be how
quickly you respond to customer inquiries.

KRA stands for Key Result Area. This is the main area or focus of
your job. It's what you're responsible for achieving. For example, if
you're in sales, your KRA might be to increase sales revenue.

So, KPIs are like the specific things you're measured on, while KRA is
the overall goal or focus of your job.

9. what is billing.?

Billing is the process of creating and sending invoices or bills

to customers for products or services they have received. It
includes detailing the items purchased or services rendered,
along with the corresponding costs and any applicable taxes
or fees. Essentially, it's how a company requests payment
from its customers for the goods or services provided.

11. One time charge ? Example.!!

A one-time charge is a fee that a customer pays only once

for a specific product or service, and it's not recurring. Here's a
simple example:

Let's say you buy a new smartphone from a store. The price you
pay for the phone is a one-time charge. Once you pay for it, you
own the phone outright, and you don't need to pay any additional
fees to continue using it.

13. What is difference between a good customer service and great customer service.?

The difference between good customer service and great customer

service lies in the level of satisfaction and experience provided to the
customer.
Good customer service meets the basic needs of the customer by
resolving their issues and answering their questions adequately.

Great customer service goes above and beyond. It not only meets the
customer's needs but also exceeds their expectations. It involves being
proactive, empathetic, and personalized in addressing customer concerns.
Great customer service leaves a lasting positive impression on the
customer, making them feel valued and appreciated.

14. What are pro rate charges.?

Pro rata charges are fees that are calculated or charged

proportionally based on a certain period of time rather than for the
entire duration.

For example, if you subscribe to a service halfway through the

month, you might only be charged for the remaining days of that
month rather than the full monthly fee. Similarly, if you cancel a
service halfway through a billing cycle, you might receive a refund
for the unused portion of that cycle. These charges are prorated to
reflect the portion of time that you have actually used or received
the service.

Also prepare on below

[Link] is ACW in voice process?

ACW in a voice process means the time customer service reps

spend after a phone call to finish up tasks related to that call, like
updating records or preparing for the next call. It's like tying up
loose ends before moving on to the next thing.

2. What is AHT?
AHT stands for Average Handling Time. It's the average amount of time it
takes for a customer service representative to handle a customer's inquiry
from start to finish. This includes the time spent talking to the customer on
the phone, as well as any time spent on related tasks like taking notes or
finding information. So basically, AHT tells us how long, on average, it
takes to deal with a customer's question or issue.

3. What is rebate?

4. A rebate is like a discount you get after you've already

bought something. You pay the full price upfront, and then
later on, you get some money back. It's a way for companies
 to give customers a refund or a partial refund on a purchase,
usually as an incentive to buy their product.

[Link] is Surcharge?

A surcharge is an extra fee added to the regular cost of something. It's like a
little extra charge on top of the original price. Businesses sometimes add
surcharges to cover additional expenses or costs related to providing a service or
product. For example, a restaurant might add a surcharge for large groups to
cover the cost of extra staff or supplies.

[Link] is Overcharged?

Being overcharged means paying more money than you should for something.
It's like if you buy a sandwich for $10, but the cashier charges you $15 by
mistake, you've been overcharged $5. It's when you end up paying too much for
a product or service.

Prepare on these questions, These questions might be asked during your interview