Devinder Sharma
New Delhi
Summary
Dedicated and experienced Senior Subject Matter Expert with over three years of hands-on experience in technical support within the Dell process at Concentrix. Adept at leading and mentoring a team of 12 support professionals, ensuring timely and effective resolution of hardware and software issues through remote assistance. Proven ability to manage escalations, monitor performance metrics, and drive process improvements to enhance service quality. Strong communicator with a track record of building team synergy, improving customer satisfaction, and contributing to operational excellence in a fast-paced tech support environment.
Overview
7
7
years of professional experience
Work History
Sr. SME
Concentrix
Gurugram
10.2021 - Current
- Currently working as a Senior Subject Matter Expert at Concentrix since 2021, supporting the Dell technical support process.
- Lead and mentor a team of 12 professionals who provide remote assistance for Dell customers on hardware and software issues.
- Provide real-time support and expertise for complex or escalated customer cases.
- Conduct regular coaching, feedback, and training sessions to enhance team performance and technical knowledge.
- Monitor key performance metrics to ensure service quality and customer satisfaction goals are consistently met.
- Collaborate with internal teams to improve support processes, reduce resolution time, and boost team efficiency.
- Committed to delivering exceptional customer service while fostering a positive, high-performing team culture.
Customer Service Executive
Pingaksh Infosoft Private Limited
New Delhi
08.2018 - 09.2021
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Resolved customer complaints by providing prompt solutions or referring them to the appropriate departments.
- Generated leads through cold calling prospective clients for Medicare services.
- Provided product information and answered questions about Medicare services.
- Explained advantages, disadvantages and features of policies to promote sales of Medicare plans.
Education
Bachelor of Commerce -
Delhi University
Delhi 10-2018
High School Diploma -
Govt. Boys Senior Secondary School No. 1
D Block Janak Puri 05-2014
Skills
- Technical Support (Hardware & Software – Dell Products)
- Team Leadership & Mentoring
- Remote Troubleshooting & Diagnosis
- Escalation Management
- Customer Relationship Management (CRM) tools (eg, Salesforce, ServiceNow)
- Performance Monitoring & Reporting
- Training & Development
- Communication & Interpersonal Skills
- Quality Assurance and Process Improvement
- Conflict Resolution
- Time Management & Multitasking
- SLA & KPI Adherence
Accomplishments
- Awarded Best Subject Matter Expert three times in recognition of outstanding team support, leadership, and consistent performance excellence
- Recognized for driving high customer satisfaction scores and improving resolution times across the Dell technical support process
- Commended by leadership for effective mentoring, coaching, and developing team members into top performers
Affiliations
- Passionate about continuous learning, I regularly explore new technologies and leadership strategies through online courses and tech forums
- Actively participate in team-building and engagement activities, often taking the lead in organizing events to boost morale and collaboration
- Outside of work, I make time for things I enjoy, like listening to music, going for walks, and spending time with family—it keeps me balanced and recharged
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Sr. SME
Concentrix
10.2021 - Current
Customer Service Executive
Pingaksh Infosoft Private Limited
08.2018 - 09.2021
Bachelor of Commerce -
Delhi University
High School Diploma -
Govt. Boys Senior Secondary School No. 1
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