Geetika Ashish Arora
Noida
Summary
A quick learner and highly disciplined individual with around 10 years of customer-facing experience, including 3.6 years in technical support and 6+ years in customer experience roles. Skilled at understanding customer concerns, identifying issues, and providing support through direct customer interaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Technical Support
Dell International Pvt. Ltd
Gurgaon
10.2021 - Current
- - Provided technical support for both consumer and commercial products, ensuring comprehensive service coverage.
- - Assisted customers from India and EMEA regions, addressing their technical issues with tailored solutions.
- - Diagnosed and resolved hardware and software problems for a variety of devices and applications.
- - Managed and tracked support tickets using ticketing systems, ensuring timely resolution and customer satisfaction.
- - Delivered remote support to troubleshoot issues and guide customers through problem-solving steps.
- - Conducted regular follow-ups with customers to ensure their issues were resolved satisfactorily and to provide additional support if needed.
- - Collaborated with cross-functional teams to escalate and resolve complex technical problems.
- - Maintained up-to-date knowledge of product features, updates, and technical specifications to provide accurate information and assistance.
- - Closely observe customer feedback and suggest improvements to products and support processes.
- - Ensured adherence to service level agreements (SLAs) and company policies, maintaining high standards of customer service.
- - Utilized various communication channels, including phone ,chat and email to provide efficient and effective support.
Team Leader Operations
Altruist technologies
Noida
02.2020 - 10.2020
- - Continuously monitored and provided feedback and coaching to agents on team performance and individual productivity, ensuring optimal service delivery.
- - Conducted quality assessments to maintain high standards and improve service delivery.
- - Managed team attendance, ensuring availability and strict adherence to schedules.
- - Handled customer queries and complaints on social media platforms, ensuring timely and effective responses.
- - Collaborated with the SRD Team to address high-level escalations and resolve complex issues.
- - Conducted skill audits and deficiency gap analyses to identify areas for agent development and set developmental objectives.
Team Coach
Hinduja Global Solution Ltd.
Noida
01.2017 - 01.2020
- - Customer query resolution and management
- - Developed skills in customer relationship management and crisis handling.
- - Followed up on escalated customer issues, ensuring resolution within the timeframes set by the Service Level Agreement.
- - Handled escalated cases at the Supervisor Desk, providing high-level support and solutions.
- - Earned the AFP Team Lead certification.
- - Conducted skill audits and deficiency gap analyses to set developmental objectives for agents.
- - Identified process challenges and provided recommendations to overcome them.
- - Managed team attendance, ensuring availability and strict adherence to schedules.
Senior Admission Counselors Admission Counselor
Admission Guidance
Noida
01.2014 - 12.2017
- - Involved in lead generation.
- - Responsible for converting prospective customers into successful admissions.
- - Accountable for achieving monthly targets.
- - Managed content for the company's websites.
- - Assisted in marketing and social media planning processes.
- - Provided regular feedback to senior executives on market developments, competitor activities, and prepared daily and monthly reports.
- - Guided students on various career options in different fields.
- - Conducted query resolution sessions with clients.
Education
Masters - Computer Application
Maharshi Dayanand University
Rohtak01.2012
Bachelor - Commerce
Maharshi Dayanand University
Rohtak01.2009
Diploma - Information Technology
State Board Of Technical Education
Haryana01.2008
Skills
- Verbal and written communication
- Proficient in Microsoft Office
- Logical problem-solving approach
- Collaboration with team members
- Goal achievement focus
- Quick adaptability to change
- Client interaction and negotiation
- Hardware and software troubleshooting
- Remote support experience
Certification
- Airtel Foundation Program(AFP) Certified
- Agrima Certified Program for Women Empowerment in the organization
- ASP.Net Technology Six Weeks Summer Training
- C And C++ I-APTECH Computer Education, Faridabad 4 Weeks Institutional Training
Timeline
Senior Technical Support
Dell International Pvt. Ltd
10.2021 - Current
Team Leader Operations
Altruist technologies
02.2020 - 10.2020
Team Coach
Hinduja Global Solution Ltd.
01.2017 - 01.2020
Senior Admission Counselors Admission Counselor
Admission Guidance
01.2014 - 12.2017
Masters - Computer Application
Maharshi Dayanand University
Bachelor - Commerce
Maharshi Dayanand University
Diploma - Information Technology
State Board Of Technical Education
Similar Profiles
Saket KumarSaket Kumar
Principle Software Engineer - IT at DELL International Pvt. Ltd.Principle Software Engineer - IT at DELL International Pvt. Ltd.
ABHISHEK MABHISHEK M
Credit Specialist at Dell International Pvt LtdCredit Specialist at Dell International Pvt Ltd
Surender SSurender S
IAM Analyst at Dell International Pvt LtdIAM Analyst at Dell International Pvt Ltd
Prabhat Kumar ThakurPrabhat Kumar Thakur
Sr. Manager – Delivery & Recruiting at ICONMASr. Manager – Delivery & Recruiting at ICONMA
Arjun BhargavaArjun Bhargava
Senior Machine Learning Engineer at Samsung Research InstituteSenior Machine Learning Engineer at Samsung Research Institute