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Work Experience
Advisor II, Customer Service
Concentrix• February 2021 - October 2022• Montreal, Canada
● Provided coaching to enhance agent performance. ● Tracked and analyzed agent performance using Microsoft Excel functions. ● Ensured customer satisfaction by delivering outstanding support. ● Identified and escalated complex issues for prompt resolution. Collaborated with the team to address challenges effectively. ● Facilitated customers in the process of vehicle purchases and app installations. ● Provided detailed guidance on mobile app features. ● Collaborated with investigation officers on stolen vehicle cases. Provide necessary information and support for efficient resolution. ● Assisted customers in resolving navigation and remote application-related issues. ● Offers crucial support to customers in emergency situations. Implemented effective solutions to address urgent needs.
Technical Support Engineer
Hewlett-Packard• April 2018 - September 2019• Bangalore, India
● Identified hardware/software solutions using targeted questioning techniques. ● Monitored and maintained communication networks. ● Diagnosed and resolved hardware/software issues, escalating when necessary and followed up on unresolved issues. ● Handled tickets through CDAX, assisting customers via email and phone. ● Prepared accurate reports for Senior Management on technical issue resolution. ● Developed efficient Excel tools for tracking and analyzing technical issues. ● Utilized Microsoft Power BI for dynamic dashboards and reports. ● Streamlined processes, logging, categorization, and analysis of hardware/software problems. ● Installed applications, resolved technical issues, and managed SLAs. ● Prepared timely reports for senior management
Jr.Technical Support Engineer
SENSYS TECHNOLOGY• June 2017 - October 2017• Mumbai, India
● Provided telephone support and issue resolution. ● Conducted testing and identified/resolved bugs. ● Partially involved in testing recruitment processes.
Education
BPUT
electronics and communication, B.Tech• September 2011 - April 2015• CGPA: 7.1
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