Summary
Overview
Work History
Education
Skills
Passport Availability
Declarations
Timeline
Generic
Geetanjali Waje

Geetanjali Waje

Support Engineer
Pune

Summary

A result-driven, customer-focused & technology-inclined professional with Bachelors Degree in Microbiology. Possesses strong problem-solving and analytical skills. Excellent written and verbal communication. Expertise in Handling Clients efficiently. Expertise in Microsoft Team, MTR & Phone devices and experienced on M365 products and services.

Overview

4
4
years of professional experience

Work History

Customer Service Associate

Amazon
10.2020 - 08.2022
  • Worked in Amazon with US based customers on Calls, Chat, & Email support.
  • Worked as Resolution Specialist on different tools to perform runtime dynamic actions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Cross-trained and provided backup support for organizational leadership.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new associates in company policies and procedures, fostering supportive work environment.

Support Engineer

Concentrix
10.2022 - Current
  • Working as a Technical Customer Support Engineer for Microsoft Teams Premier Support for Global customers.
  • Had worked on wide range of customer issues such as, Teams Authentication, Call Queue (CQ), Auto Attendant (AA), Meetings, Webinars, Guest and External Access (Federation), chat, channels, Teams VDI, Hang & Crash issues.
  • Troubleshooting Teams performance related issue like Audio, Video, Screen sharing quality in Teams meeting & 1:1 calls.
  • Analyzing Call Quality Dashboard (CQD) & Call Analytics Report from Teams Admin Centre (TAC).
  • Troubleshooting Direct Routing related issues.
  • Skilled on Teams MTR Devices and Teams Phones devices.
  • Analyzing Diagnostics logs to find cause of the issue and provide solution to the customer.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
  • Collaborated with team members to optimize support processes, resulting in improved KPI results.
  • Hands on experience on ticketing tools like Rave & DFM which is built on Dynamic 365 for support ticket lifecycle and managing ticket SLA.
  • Earned recognition from management, customer and accounts team for consistently delivering exceptional service quality.

Education

PGDM - Human Resource

Pune Business School
Akurdi
04.2001 -

Bachelor of Science - Microbiology

Modern College of Arts, Commerce And Science
Pune
04.2001 -

HSC -

MM College
Pune
04.2001 -

SSC -

Alphonsa High School
Pune
04.2001 -

Skills

Microsoft Teams

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Passport Availability

Yes

Declarations

I hereby affirm that the information in this document is accurate and true to the best of my knowledge.

Timeline

Support Engineer

Concentrix
10.2022 - Current

Customer Service Associate

Amazon
10.2020 - 08.2022

PGDM - Human Resource

Pune Business School
04.2001 -

Bachelor of Science - Microbiology

Modern College of Arts, Commerce And Science
04.2001 -

HSC -

MM College
04.2001 -

SSC -

Alphonsa High School
04.2001 -

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Geetanjali WajeSupport Engineer