Geetika Ashish Arora
Senior Technical Support
Noida,UP
Summary
Results-driven professional with 9 years of experience in Customer Service and Technical Support. Proven expertise in customer handling and team leadership, focused on building productive teams. Skilled in diagnosing technical issues, enhancing system performance, and ensuring user satisfaction in fast-paced environments.
Overview
4
4
Certificates
12
12
years of professional experience
Work History
Senior Technical Support
Dell International Pvt. Ltd
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.
- -Created and updated technical documentation, user guides, and FAQs to help customers self-resolve common issues.
- -Monitored and analysed customer feedback to identify recurring issues 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
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.
01.2017 - 01.2020
- - 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.
- -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.
Senior Admission Counselors Admission Counselor
Admission Guidance
01.2014 - 12.2017
- Led lead generation efforts.
- - Accountable for achieving monthly targets.
- Achieved monthly targets.
- -Conducted query resolution sessions with clients.
- - Involved in lead generation.
- - Assisted in marketing and social media planning processes.
- - Managed content for the company's websites.
- -Provided regular feedback to senior executives on market developments, competitor activities, and prepared daily and monthly reports.
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
Technical troubleshooting
Microsoft Office
Analytical problem-solving
Proactive problem-solving
Team coordination
Interpersonal skills
Adaptability
- Persistent and dedicated to achieving results and meeting objectives
Certification
Airtel Foundation Program(AFP) Certified
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
Bachelor - Commerce
Maharshi Dayanand University
Diploma - Information Technology
State Board Of Technical Education
Masters - Computer Application
Maharshi Dayanand University