Abisha Shetty

• Delivered outstanding customer support by quickly diagnosing and resolving technical issues for customers across multiple regions, including North America, Europe, Greater Asia, and India, via phone and email communications.

• Selected as a key member of the pilot group for the new “Poly” process, focused on providing specialized support for personal devices and Voice and Video products, effectively handling complex troubleshooting cases.

• Leveraged in-depth knowledge base resources, troubleshooting guides, and remote desktop tools to deliver efficient and accurate technical solutions.

• Maintained meticulous documentation using Salesforce and Microsoft Dynamics 365, ensuring all support activities and resolutions were accurately recorded and easily accessible.

• Consistently managed a high volume of support tickets, meeting or exceeding service-level agreements (SLAs) for response and resolution times to ensure timely support.

• Skillfully handled escalated issues, coordinating with cross-functional teams to achieve prompt and satisfactory outcomes for customers.

• Actively contributed to team growth by assisting with onboarding and training new team members, ensuring a smooth transition and integration into the team.

• Played an essential role in testing and deploying new software releases, helping to guarantee smooth transitions and minimize service disruptions for customers.

• Consistently achieved high scores in quality audits, demonstrating a commitment to excellence and contributing to increased customer satisfaction and adherence to performance standards.

This role emphasizes a high standard of customer support, technical expertise, collaboration, and a proactive approach to process improvement and knowledge sharing within the team.

• Developed and maintained websites and web applications using Figma and React JS, resulting in efficient and visually appealing digital platforms
• Developed a comprehensive online movie recommendation system utilizing machine learning algorithms for testing purposes, enhancing the accuracy and effectiveness of movie suggestions for users
• Collaborated with back-end developers and designers to create engaging user experiences, ensuring seamless integration of front-end and back-end functionalities
• Created and implemented responsive designs using Visual Studio and other front-end frameworks, optimizing user experience across different devices and screen sizes
• Documented coding best practices and assisted with website testing, ensuring high-quality and bug-free implementations