Rashmi Ranjan Swain

I am currently employed as an iOS and MSS T2+ English & Hindi Phone advisor for the Asian market for Apple
International. My core responsibilities consist in helping customers via Phone and email channels in order to
find solutions to their issues.

iOS & MSS T2+ Support, Concentrix
Ensure customer service by responding to phone calls and emails as iOS & MSS T2+
advisor.
Provided top-level technical support to customers with issues regarding their
iPhones, iPads, iPods, Apple Watches, or issues with Apple ids and iCloud services.
Managed incoming and outbound calls, set up appointments, and kept
commitments to call customers back during time-intensive tasks.
Set proper customer expectations and maintained customer contact until issue
resolution. Provided customers with Apple's final word in regard to their support.
Kept within metrics and maintained a 95% Customer Satisfaction rating, 30 points
above the role average, As well as a 92% issue resolution percentage which is 42
points higher than the role average.

Master in Journalism and Mass communication, BJB College 2016 – 2019
Bhubaneswar, India
B.Com, BJB College 2013 – 2016
Bhubaneswar, India
High School, SSVM 2011 – 2013
Bhubaneswar, India