Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ELORA MONALISHA

Gurgaon,HR

Summary

Highly skilled Technical Support Advisor with a strong focus on delivering efficient and reliable solutions to customers, ensuring their utmost satisfaction. Leveraging technical expertise and exceptional problem-solving skills, committed to continuous learning and staying updated with the latest industry trends. Goal is to contribute to the organization's success by providing exceptional customer service and fostering positive client relationships.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Technical Support Advisor

Concentrix
11.2023 - Current
  • Provide comprehensive support to Microsoft B2B customers in various technologies.
  • Specialize in Microsoft Exchange, Exchange Online, Azure Active Directory, Security Compliance, Microsoft Office Delve, Cloud Identity Management, and Office 365 Administration.
  • Handle technical issues and provide solutions for clients.
  • Highly skilled in troubleshooting and problem-solving.
  • Maintaining customer satisfaction to retain long-term business.

Senior Sales Associate

BizBox Publishing
12.2021 - Current
  • Working in an independent contributor role for Orion Photo Group and serving clients all over the US
  • Involved both B2B and B2C interactions
  • Assigned cases to team members and tracked their hourly completion rates
  • Monitored and documented daily cases, conversations, and chats handled by team members
  • Conducted regular analysis of cases, conversations, and chats to drive productivity improvements
  • Provided feedback to team members through random quality checks on cases, conversations, and chats
  • Managed high-priority cases and ensured timely resolution
  • Compiled and circulated up-to-date product knowledge documents among team members
  • Organized and facilitated regular training sessions to update team members' product knowledge
  • Actively participated in meetings, staying updated on the latest developments and sharing insights with colleagues
  • Collaborated with cross-functional teams to develop and implement strategies, processes, and solutions to improve operational efficiency and optimize outcomes
  • Active collaboration with clients to understand their specific requirements, provide expert advice, and contribute to the development of customized solutions.

Sales Executive

eMudhra Consumer Services
08.2020 - 12.2021
  • Working for eMudra, serving clients all over India
  • Involved B2B sales
  • Contacting fresh assigned leads
  • Achieving monthly assigned targets.

Technical Support Executive

Teleperformance
06.2019 - 07.2020
  • Working for Microsoft, and serving customers all over North America
  • Involved both B2B and B2C interactions
  • Creating an appropriate case and documenting the issue faced by the customer
  • Troubleshoot Windows technical issues such as windows updates, network connectivity issues, printer connectivity issues, activating windows, etc
  • Prompt in using the client-provided tools for assisting the customer
  • Delivering complete effort to resolve the issue on the first call itself
  • Escalating issues promptly according to Standard Operating Procedures
  • Following up with the customer, if necessary
  • Assisting customers in case they require a supervisor
  • Ensuring the quality of service provided to each customer
  • Arranging team meetings to ensure the updated information is circulated among all the members
  • Contributing towards the overall team performance by maintaining the CPE scores and AHT.

Customer Care Relationship Executive

AIMIL Private Limited
11.2018 - 06.2019
  • Working for AIMIL and serving customers all over India
  • Involved B2B sales
  • Involved Saas
  • Preparing and maintaining client database as per requirement
  • Proving outlooks of the details of the equipment to the clients
  • Taking care of client's requirements
  • Escalating the queries to the preferred departments.

Customer Care Executive

Incorp Infotech Private Limited
06.2017 - 06.2018
  • Working for Unicom Telecom and serving clients all over the UK
  • Primarily involved B2B interactions but occasionally involved B2C engagements as well
  • Involved SaaS
  • Educating customers about the product
  • Enquiring about customers' needs regarding the product
  • Modifying the product details according to the customer's requirement
  • Following up with the customer if required
  • Arranging meetings with the customer for further assistance
  • Maintaining the score and the quality at the same time
  • Assisting teammates with the KPI score
  • Training newly hired employees.

Education

Junior High School - All Subjects

D.A.V. Public School
Bhubaneswar, Odisha

Senior High School - Science

Naidu +2 Science College
Bhubaneswar, Odisha

Skills

  • Microsoft 365
  • Exchange Online
  • Security and Compliance Administration
  • Microsoft Outlook
  • PowerShell
  • Customer Satisfaction
  • Communication
  • Training and mentoring
  • Attention to detail
  • Adaptability

Certification

  • SCIM Security and Compliance- Compliance Foundational Learning Path
  • Security & Compliance- Compliance- eDLP Specialist Learning Path
  • Customer Service Foundations
  • Cybersecurity
  • Network Administration

Timeline

Senior Technical Support Advisor

Concentrix
11.2023 - Current

Senior Sales Associate

BizBox Publishing
12.2021 - Current

Sales Executive

eMudhra Consumer Services
08.2020 - 12.2021

Technical Support Executive

Teleperformance
06.2019 - 07.2020

Customer Care Relationship Executive

AIMIL Private Limited
11.2018 - 06.2019

Customer Care Executive

Incorp Infotech Private Limited
06.2017 - 06.2018

Junior High School - All Subjects

D.A.V. Public School

Senior High School - Science

Naidu +2 Science College

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ELORA MONALISHA