Summary
Overview
Work History
Education
Skills
Certification
Timeline
BHAVYA KM

BHAVYA KM

Technical Support Specialist
BENGALURU

Summary

Seasoned Technical Support Engineer versed in aiding customers with implementation of emerging technology. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Overview

5
5
years of professional experience
5
5
Certifications
3
3
Languages

Work History

Senior Customer Service Agent

Kyndryl
08.2023 - Current
  • Participated in cross-functional projects to enhance overall business operations, contributing valuable insights from a customer service perspective.
  • Regularly exceeded performance goals by prioritizing tasks, managing time effectively, and remaining focused on delivering exceptional customer experiences.
  • Mentored junior agents to develop their skills and elevate the team's overall performance.
  • Established rapport with customers through active listening and personalized attention, fostering long-term relationships based on trust and loyalty.

Facilitator

21K School Mindreflex Technologies
07.2021 - 08.2023
  • Completed business correspondence, transcription, and data entry
  • Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings
  • Uploaded files for team use on Google Suite
  • Answered and screened calls to provide information, schedule appointments, and take detailed messages
  • Set up virtual Zoom meetings, guests, and disseminated agendas
  • Managed phone and email correspondence and handled incoming and outgoing mail.

Coding/ Communication Trainer

Lido Learning
03.2021 - 07.2021
  • Built and maintained excellent customer relationships through timely responses to inquiries and going above and beyond to accommodate unusual requests
  • Volunteered to help with special projects of varying degrees of complexity
  • Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies Planned and implemented integrated lessons to meet international standards.

Communication Trainer/Student Counselor

Mastree
12.2020 - 02.2021
  • Worked flexible hours; weekend, and holiday shifts
  • Served customers in a friendly, efficient manner following outlined steps of service
  • Held conferences with parents to address questions, discuss academic progress and encourage learning goals.

Intern Listener

Pinkymind
02.2019 - 11.2020
  • Remained energetic and demonstrated passion for helping clients by applying active listening
  • Tried to understand clients' mental state and noted down observations Referred patients to specific doctors and therapy.

Student Intern

Silverline Counselling and Learning Centre
02.2020 - 05.2020
  • Assessed available case data and prepared reports outlining findings and recommendations
  • Observed service delivery for cases involving specific problems and broadly disordered behavior
  • Collected case histories covering personal, work, and social details for permanent records.

Education

Bachelor of Science - Chemistry

Calicut University
04.2001 -

Master of Arts - Clinical Psychology

IGNOU
04.2001 -

Bachelor of Education - Physical Sciences

Calicut University
04.2001 -

Skills

Verbal Communication

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Certification

Google Data Analytics

Timeline

Google Data Analytics

03-2024

Business Analysis & Process Management

03-2024

Kyndryl Site Reliability Engineer Bootcamp

02-2024

Kyndryl Agile Explorer

01-2024

Google Technical Support Fundamentals

09-2023
Senior Customer Service Agent - Kyndryl
08.2023 - Current
Facilitator - 21K School Mindreflex Technologies
07.2021 - 08.2023
Coding/ Communication Trainer - Lido Learning
03.2021 - 07.2021
Communication Trainer/Student Counselor - Mastree
12.2020 - 02.2021
Student Intern - Silverline Counselling and Learning Centre
02.2020 - 05.2020
Intern Listener - Pinkymind
02.2019 - 11.2020
Calicut University - Bachelor of Science, Chemistry
04.2001 -
IGNOU - Master of Arts, Clinical Psychology
04.2001 -
Calicut University - Bachelor of Education, Physical Sciences
04.2001 -

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BHAVYA KMTechnical Support Specialist