Brynel Libera
Calicut
Summary
Dynamic professional with a proven track record at CONCENTRIX in enhancing customer satisfaction through advanced troubleshooting and effective incident resolution. Skilled in remote support and applying de-escalation techniques, I significantly improved service quality. Expert in leveraging help desk support skills to resolve complex technical issues, fostering positive customer relationships and driving growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Technical Support Advisor
CONCENTRIX
PUNE
01.2024 - Current
- Diagnosed and resolved technical hardware and software issues in a timely manner.
- Created detailed documentation on troubleshooting procedures and resolutions.
- Investigated customer complaints related to product quality or functionality.
- Maintained up-to-date knowledge of current products and services offered by the company.
- Conducted regular maintenance checks on computers to ensure their proper functioning.
- Responded promptly to emergency situations that required immediate attention.
- Ensured compliance with all applicable laws, regulations, policies and procedures regarding IT operations.
- Provided guidance on best practices for using technology resources efficiently.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
Customer Support Engineer
MOVATE TECHNOLOGIES
CHENNAI
05.2023 - 11.2023
- Provided technical support for customers, troubleshooting hardware and software issues.
- Diagnosed complex technical problems and developed solutions.
- Maintained current knowledge of products and services offered by company.
- Tracked customer feedback to improve service quality and experience.
- Ensured compliance with industry standards related to customer support operations.
- Participated in training sessions on emerging technologies relevant to position.
- Handled issues by phone and email at help desk and provided general support, bug fixes, product updates and configurations.
- Educated customers by explaining technology issues in easy-to-understand terminology.
- Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
Customer Support Associate
SUTHERLAND
CHENNAI
06.2022 - 05.2023
- Resolved customer inquiries in a timely manner.
- Investigated and troubleshot customer issues to determine the best course of action.
- Identified opportunities to improve customer service processes.
- Ensured compliance with applicable regulations regarding privacy and security.
- Collaborated with other departments to resolve complex issues quickly.
- Offered guidance on how customers can use products more effectively.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Sales Executive
JPS Trading Company
Calicut
02.2019 - 03.2022
- Developed and implemented sales strategies to meet customer needs and increase revenue.
- Cultivated relationships with existing customers to encourage repeat business.
- Analyzed market trends and competitive landscape to identify opportunities for growth.
- Identified new potential markets and developed plans for targeting them.
- Attended industry events to build relationships with key contacts in the field.
- Provided technical support during product demonstrations at client sites.
Education
B.COM - Accounting
RABDINDRANATH TAGORE UNIVERSITY
BHOPAL12-2021
Skills
- Remote Support
- Incident resolution
- Advanced troubleshooting
- Help Desk Support
- Application troubleshooting
- Problem Resolution
- Customer Support
- De-Escalation Techniques
Affiliations
- Playing the piano
- Singing
- Meditation
Certification
- Awarded distinction in second grade for piano from the Trinity London School of Music
Languages
Malayalam
First Language
English
Upper Intermediate (B2)
B2
Tamil
Intermediate (B1)
B1
Hindi
Elementary (A2)
A2
Timeline
Senior Technical Support Advisor
CONCENTRIX
01.2024 - Current
Customer Support Engineer
MOVATE TECHNOLOGIES
05.2023 - 11.2023
Customer Support Associate
SUTHERLAND
06.2022 - 05.2023
Sales Executive
JPS Trading Company
02.2019 - 03.2022
B.COM - Accounting
RABDINDRANATH TAGORE UNIVERSITY
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