NITHIN KUNNATH

I am a business administrative graduate who have over 6 years of working in frontline service. I have built strong experience in customer relationship and management field and have served over 5 years with Canada’s biggest telecommunication company Rogers. I have excellent capabilities to present in front of large groups and is currently pursuing certification in CompTIA A++.I have demonstrated success by creating processes that boost operational efficiency and been recognized for positive attitude.

Rogers Connected Home Services - (Voice and Chat support)

• Identify the root cause and provide customer support (application/account issues).
• Achieving incentives and targets by meeting all the SLA and metric cards each year.
• Attending escalation calls to de-escalate and provide client retention and rebate offers.
• Provide troubleshooting and escalate tickets to IT to follow up with customers to ensure the issue has been fully resolved and ensuring the values of the company.
• Contributing to (idea bank) platform for enhancing the customer experience through ideas and suggestions that help re-design the call center operations.
• Upselling and cross selling products and services to potential clients based on the business prospects.
• Troubleshoot computer / printer connectivity issues that maybe be related network adaptors (Windows 8/9/10 , MacBook, Linux, Android and iOS devices).
• Troubleshoot and provide support to email accounts (activation, migration, termination and account link).
• Act as SME and provide empathy to complex situations on calls and provide retention support.

Smart Home Monitoring Services

• Troubleshoot security devices (Cameras, Door/Window sensors, Thermostat, Touchpad, Small Appliances, Hubs, and Security Routers).
• Scheduling and communicating with HVAC dispatch and booking appointments with customers.
• Identified opportunities for process improvement and provided feedback to management.
• Cross selling and upselling promotional packages to potential clients as per business prospects.
• Attending team meetings (Microsoft teams), communicating with other teams (Microsoft Office) and presenting data to demonstrate changes in customer drives (Microsoft Excel and PowerPoint).

Post Graduate from Centennial College, Toronto (Ontario)