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
M365
Virtual Desktop Infrastructure (VDI)
Call Metrics & KPIs
Customer engagement and escalation management
Technical Troubleshooting & Problem-solving abilities
Customer Communication and Empathy
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 -