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Pathanāmthitta
Bency Varkey

Bency Varkey

Customer Support Executive & Quality Analyst

Customer Service / Support

Pathanāmthitta, Pathanamthitta

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About Bency Varkey:

I have completed my M.Sc. - IT from Mumbai University and have 5years and 2months experience in Customer Service and Manual tester from Iraje Software solutions and 11months experience as manual tester from Coverfox company. I am currently looking forward for great opportunities and ready to join Immediately 

Experience

  • Managed a high-volume customer support inbox, responding to inquiries and resolving issues in a timely and professional manner.
  • Conducted regular training sessions for new customer support team members to ensure consistent delivery of exceptional service. 
  • Collaborated with cross-functional teams to identify and address recurring customer issues, resulting in a 20% decrease in overall ticket volume.
  • Utilized CRM software to track customer interactions, analyze trends, and provide insights for process improvements to enhance overall, maintain a 95% customer satisfaction.
  • Identified and reported numerous critical defects during testing, leading to improved software quality and increased customer satisfaction.
  • Crafted comprehensive test cases to ensure thorough coverage of software functionality.
  • Conducted rigorous manual testing encompassing black box testing, usability evaluations, user interface assessments, and ad-hoc and exploratory testing techniques

Education

  • BACHELORS IN INFORMATION TECHNOLOGY Model College of Science and Commerce 2011-2014 | Mumbai, India 
  • MASTERS IN INFORMATION TECHNOLOGY K. J. Somaiya College of Science & Commerce 2014-2016 | Mumbai, India
  • Completed IELTS Test with overall score of 6.5

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