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Govinda verma

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Delhi, India
Contact Govinda regarding: 
Flexible work
Starting at USD5/hour

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Résumé

Jobs verified_user 40% verified
  • V
    Senior Technical Support
    ValueFirst
    Feb 2025 - Current (1 year 4 months)
    • Acted as the primary point of contact for enterprise clients, ensuring timely resolution of complex technical issues related to SMS, Voice, WhatsApp Business API, Email, and other CPaaS services. • Analyzed delivery failures, message logs, and operator responses to identify root causes and provide accurate resolutions. • Collaborated closely with telecom operators, product, and backend teams to troubleshoot routing, delivery latency, DLR mismatches, and template rejections. • Handled escalations from Level 1/2 support teams, providing advanced technical solutions and ensuring high customer satisfaction (CSAT). • Supported API integrations (SMPP, HTTP, REST) by guiding clients with correct payload structures, headers, and troubleshooting i
  • Wiom
    Escalation Specialist verified_user Verified experience
    Wiom
    Mar 2023 - Feb 2025 (2 years)
    • Orchestrated resolution of escalated inquiries across diverse channels, including email, helpdesk, legal, nodal, and social media platforms (Facebook, Instagram, LinkedIn, Twitter), ensuring swift and customer-focused solutions. • Designed and implemented comprehensive training programs for teams on technical troubleshooting and CRM tools, driving a 25% increase in First Contact Resolution (FCR) rates. • Collaborated with cross-functional teams to introduce innovative strategies that enhanced workflow efficiency and reduced response times by 20%. • Proactively managed high-priority customer cases, transforming negative experiences into positive feedback and building brand loyalty. • Delivered actionable insights to management, driving con
  • Excitel Broadband
    Customer Support Supervisor
    Excitel Broadband
    Apr 2022 - Mar 2023 (1 year)
    • Directed a team of 12 customer service agents, ensuring adherence to service- level agreements and maintaining a 90% customer satisfaction score. • Skillfully managed escalated cases from frontline staff, utilizing advanced problem-solving techniques to resolve critical issues efficiently. • Conducted quality assurance reviews and feedback sessions, enhancing overall team performance and compliance with company policies. • Pioneered best practices for inquiry and complaint handling, reducing average resolution times by 18%.
  • Excitel Broadband
    Customer Support Agent verified_user Verified experience
    Excitel Broadband
    Jun 2021 - Apr 2022 (11 months)
    • Delivered exceptional support by addressing customer inquiries, complaints, and technical challenges via phone and email. • Achieved a 90% satisfaction rating, exceeding the company benchmark by 15%. • Consistently managed high volumes of customer interactions (90+ calls daily), maintaining quality and accuracy. • Coordinated with internal teams to escalate unresolved issues, ensuring timely and effective resolutions.
  • SBI Life
    Sbi card
    SBI Life
    Apr 2020 - Dec 2021 (1 year 9 months)
Education verified_user 0% verified
  • G
    Bachelor of Computer Applications
    Guru Jambheshwar University of Science and Technology
    Jun 2020 - Oct 2023 (3 years 5 months)
  • National Institute of open schooling
    Senior Secondary Education
    National Institute of open schooling
    Jan 2017 - Jan 2018 (1 year 1 month)
  • Central Board Of Secondary Education
    Secondary Education
    Central Board Of Secondary Education
    Jan 2015 - Jan 2016 (1 year 1 month)
Awards verified_user 0% verified
  • C
    CRM Tool Implementation
    Jan 2026 - Feb 2026 (2 months)
  • P
    Process Improvement Initiative
    Feb 2025 - Sep 2025 (8 months)