Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

Dheer Shah

Customer Support Escalation Manager
Hyderabad
Dheer  Shah

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, time management and problem-solving skills.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals.

Overview

2
years of professional experience
22
years of post-secondary education
4
Languages

Work History

Viveja IT Services Pvt. Ltd.
Hyderabad

Escalations Manager
04.2023 - 06.2023

Job overview

  • Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
  • Identified and reported trends in customer complaints to improve products and prevent future complaints.
  • Escalated customer issues to management for appropriate action to be taken.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Followed up on customer interactions to maintain customer communication and successfully resolved issues.

Viveja IT Services Pvt. Ltd.
Hyderabad

Team Lead
05.2022 - 04.2023

Job overview

  • Worked different stations to provide optimal coverage and meet production goals.
  • Coached team members in techniques necessary to complete job tasks.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Contributed ideas and practical solutions to support process improvement efforts.
  • Directed and supervised team of 16 engaged in Customer Support and Acquisition.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Generated reports to track performance and analyze trends.

Viveja IT Services Pvt. Ltd.
Hyderabad

Customer Support Representative
09.2021 - 05.2022

Job overview

  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Supported customer questions, evaluated possible resolutions, implemented best solutions and escalated customer to supervisor for enhanced support.
  • Obtained an understanding of all the tools, applications and software to better perform and assist in achieving the best results.

Education

Little Scholar School
Hyderabad, India

05.2001 - 07.2014

University Overview

Kites Junior College
Hyderabad, India

from MPC
07.2014 - 07.2016

University Overview

CMR Institute of Technology
Hyderabad, India

Bachelor of Technology from Electronics And Communications Engineering
08.2016 - Current

University Overview

Skills

    Interpersonal communications

undefined

Accomplishments

Accomplishments
  • Supervised team of 16 staff members.
  • Awarded the 'Best Employee' for 3 consecutive months.
  • Awarded the 'Best Team Lead' for 3 consecutive months.
  • Client Recognition and Appreciation for great customer handling.

Timeline

Escalations Manager
Viveja IT Services Pvt. Ltd.
04.2023 - 06.2023
Team Lead
Viveja IT Services Pvt. Ltd.
05.2022 - 04.2023
Customer Support Representative
Viveja IT Services Pvt. Ltd.
09.2021 - 05.2022
CMR Institute of Technology
Bachelor of Technology from Electronics And Communications Engineering
08.2016 - Current
Kites Junior College
from MPC
07.2014 - 07.2016
Little Scholar School
05.2001 - 07.2014
Dheer ShahCustomer Support Escalation Manager