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Amit

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Javed Hakim
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14 views

Amit

Uploaded by

Javed Hakim
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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CONTACT

9867600276
[email protected] AMIT VISHWAKARMA
AMITV@SMARTCONNECT GENESYS CLOUD CX ENGINEER
T.COM

EDUCATION RELEVANT TECHNICAL SKILLS


DEVELOPING
2019
SANDESH COLLEGE OF ARTS,COMMERS
AND SIENCE Full Stack Developer SQL
Bachelor of Science In HTML
Information Technology (IT)
2015 CSS
SWAMI VIVEKANAND COLLEGE
OFSCIENCE

Higher second (HSC)


GENESYS CLOUD
CXSKILLS WORK EXPERIENCE
Smart connectt pvt ltd 2024 PRESENT
Inbound and Outbound IVR Systems
l 1 GENESYS CLOUD ENGINEER
Script Development
Led the design and implementation of IVR systems, enhancing
queue management
customer service efficiency by 30%.
High-Level IVR Architecture Integrated SMS, email, and social media channels into the
communication platform, resulting in improved response times and
Bot Flow Design
customer satisfaction.
SMS, Email, Twitter, Instagram, Collaborated with cross-functional teams to develop and optimize bot
Teams, WhatsApp Integration flows for streamlined interactions.
Managed queue systems and optimized call routing algorithms to
Workforce Management reduce wait times and increase agent productivity.
Sentiment Analysis Implemented Genesys CX solutions for seamless customer experience
across channels.
API Consuming knowledge
API Integration into Scripts
Data Table Usage CS iNFOCOMM PVT LTD
Call Routing Strategies ASSOC. INFRASTRUCTURE 20 JULY 2022-6
SERVICES OCT 2023
Org creation
Provide service and support for maintaining servers of
Division creation
communications and messaging with an emphasis on
Roles and permission telecommunications, networking, and system administration
collaborate and communicate Investigating and resolving various voice and network incidents that
end users face.
ID creation in bulk

LANGUAGES
Hindi
English
Marathi
RELEVENT POC CALLS INVOLVEMENT:
SKILLS AVAYA
Led Proof of Concept (POC) calls with clients to understand their

Preparing Avaya Checklist requirements and demonstrate product capabilities.

Creating Avaya ID and Station Collaborated closely with clients to gather feedback during POC
ID. calls and iteratively improve solutions to meet their needs.
Maintenance and administration of Acted as a liaison between the technical team and clients,
Avaya CM, CMS. ensuring clear communication and alignment of objectives during
Know how to Configured Media POC calls.
Gateway.
Reports through BCMS, CMS & CDR, CUSTOMER REQUIREMENT
ANI, Contact Analyzer. Solving agent FULFILLMENT:
issues.
Identified and documented customer requirements through
comprehensive analysis and discussion sessions.
ADDITIONAL Implemented solutions tailored to meet specific customer needs,
INFO
ensuring alignment with business goals and technical capabilities.
Strong communication and Monitored project progress to ensure timely delivery of
interpersonal skills requirements and addressed any deviations or obstacles
Ability to work effectively in fast-
proactively.
paced environments
CLIENT DOUBT RESOLUTION:
Proficient in genesys cloud cx
Addressed client doubts and concerns promptly and effectively
through clear communication and problem-solving skills.
AUDIO CODES Conducted detailed analysis of client inquiries and provided well-
reasoned responses based on product knowledge and industry
MEDIANT 3100SBC
(SUCCESSFULLY CONFIGURE best practices.

MEDIANT2000(SUCCESSFULLY Implemented proactive measures to anticipate and mitigate

FOR AVAYA ) potential issues, enhancing overall client satisfaction and


retention.
CERTIFICATION
CLIENT TRAINING:
Developed and delivered client training sessions on product
JAVA FULL STACK DEVELOPER
Institution: Eduladdr classes 2022 features, functionality, and best practices.

internship I 6 month of internship Customized training materials to suit the specific needs and skill
with Eduladdr PVT 2022 levels of diverse client groups.
Received positive feedback from clients on the effectiveness and
clarity of training sessions, leading to increased user adoption and
satisfaction.
EMAIL RESPONSIVENESS:
CLIENT RELATIONSHIP
CLIENT TRAINING:
MANAGEMENT:
Maintained a high level of responsiveness to client inquiries and
. Cultivated strong relationships with requests via email, ensuring timely and accurate communication.
clients through regular communication, Prioritized and triaged incoming emails to address urgent issues
proactive engagement, and attentive promptly and efficiently.
support.
Implemented strategies to streamline email communication
. Acted as a primary point of contact for
processes and optimize response times.
clients, fostering trust and confidence in
the partnership.
. Collaborated with internal teams to
advocate for client needs and drive
continuous improvement in product
offerings and service delivery.

PROJECT:

currently completed IKS POC


Airtel

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