ANUP SHAHI
Senior Associate, CSG
New Delhi
Summary
Highly skilled Senior Technician with a proven track record in resolving complex technical issues and delivering exceptional customer service. Committed to staying up-to-date with the latest industry trends and technologies to provide effective solutions.
Overview
6
6
years of professional experience
6050
6050
years of post-secondary education
2
2
Languages
Work History
SENIOR TECHNICIAN, TECHNICAL SUPPORT
Dell Technologies
12.2021 - 04.2023
- At Dell, I specialized in hardware diagnostics and Windows OS troubleshooting, offering remote technical support with a focus on exceptional customer service.
- I managed software, drivers, and documentation efficiently, adapting to evolving technology, collaborating with teams, and prioritizing security.
- Utilized remote access tools effectively to diagnose system faults remotely, reducing the need for costly onsite visits from technicians.
- Mentored junior technicians, providing guidance on best practices to enhance their skills and knowledge base.
TECHNICAL SUPPORT ADVISOR (Dell International)
Concentrix
12.2019 - 08.2020
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Improved first-call resolution rates by adhering to comprehensive troubleshooting guides and knowledge base articles.
- Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
CUSTOMER SERVICE ASSOCIATE (British Telecom)
Wipro
04.2018 - 07.2019
- Professionally handled customer's queries & complaints related to BT's Landline, Broadband and TV services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor, resulting in satisfactory outcomes and positive feedback.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
CUSTOMER CARE EXECUTIVE (Telenor)
Tata Business Support Services Ltd.
07.2017 - 01.2018
- I delivered exceptional customer support at TBSS for Telenor in India, swiftly resolving a variety of customer queries and issues.
- My collaboration with cross-functional teams ensured efficient issue resolution while maintaining professionalism and empathy.
- I consistently exceeded key performance indicators (KPIs) and actively leveraged feedback to propose valuable process improvements.
Education
BCA - Computer Applications
Jamshedpur Cooperative College
Jamshedpur, JH, India09-2023
INTERMEDIATE OF SCIENCE - Computer Science
Jamshedpur Cooperative College
Jamshedpur, JH, IndiaMATRICULATION -
Church School, Beldih
Jamshedpur, JH, IndiaSkills
- Artificial intelligence expertise
- Troubleshooting and resolution
- Analytical problem-solving
- System diagnostics
- Customer service
- Time & workload management
- Effective Communication Skills
- Strong attention to detail
Websites
Interests
AI
Leadership
Timeline
SENIOR TECHNICIAN, TECHNICAL SUPPORT
Dell Technologies
12.2021 - 04.2023
TECHNICAL SUPPORT ADVISOR (Dell International)
Concentrix
12.2019 - 08.2020
CUSTOMER SERVICE ASSOCIATE (British Telecom)
Wipro
04.2018 - 07.2019
CUSTOMER CARE EXECUTIVE (Telenor)
Tata Business Support Services Ltd.
07.2017 - 01.2018
BCA - Computer Applications
Jamshedpur Cooperative College
INTERMEDIATE OF SCIENCE - Computer Science
Jamshedpur Cooperative College
MATRICULATION -
Church School, Beldih
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