Anjali Sharma
Delhi
Summary
Experienced IT Customer Service Associate with proven track record driving high customer satisfaction and creating positive customer experiences. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences.
Overview
6
6
years of professional experience
Work History
Advance Hardware Technical Support
Accenture
Gurgaon
06.2024 - Current
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Analyzed usage statistics in order to identify any recurring problems that may require further investigation.
- While handling Payments and Purchases, the workflow addresses all payment-related concerns that customers may encounter, including pre-purchase, post-purchase, and financing-related issues.
- We engage with various cross-functional teams to effectively manage and resolve various issues, including failed transactions, checkout errors, Store Credit/Split Tender, and risk and compliance concerns.
Customer Service Subject Matter Expert
Accenture
07.2022 - 06.2024
- Provided customers with product knowledge and expertise on various types of shoes.
- Provided timely responses to customer emails and phone calls.
- Worked collaboratively with cross-functional departments to train the customer support team on products, services, and troubleshooting techniques.
- Coached team members on how best to utilize resources while working on process improvement initiatives.
Customer Support Executive
Accenture
01.2019 - 06.2022
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved customer complaints professionally and efficiently.
Education
B. tech. (E.C.E) -
P.T.U
Jalandhar, PunjabDiploma (C.S.E) -
P.S.B.T.E & I.T
Jalandhar, PunjabHigher secondary -
P.S.E.B
Jalandhar, PunjabSkills
- Change Management
- Quality assurance
- Account management
- Cross-functional team collaboration
- Complaint resolution
- Capacity and Performance Monitoring
- Team Collaboration
Timeline
Advance Hardware Technical Support
Accenture
06.2024 - Current
Customer Service Subject Matter Expert
Accenture
07.2022 - 06.2024
Customer Support Executive
Accenture
01.2019 - 06.2022
B. tech. (E.C.E) -
P.T.U
Diploma (C.S.E) -
P.S.B.T.E & I.T
Higher secondary -
P.S.E.B