Himanshu Goyal
Falna
Summary
BCA graduate with a commendable percentage of 68.4%, seeking a challenging position in the Commercial sector. Experienced English Spoken teacher with strong communication skills and the ability to connect with individuals from diverse backgrounds. Seeking a career opportunity to utilize the skills and fuel continuous growth and development. Dynamic and motivated individual dedicated to delivering excellent results. Veteran Senior Technician offering 5+ years of progressive Customer/Tech Support industry experience. Strong team leader, trainer and organized worker dedicated to providing high-quality work in all settings.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Technician, TechnicalSupport
Dell Technologies
10.2021 - Current
- Providing real-time front-line technical support to ensure customer satisfaction and resolve issues efficiently.
- Accurately logging all customer interactions to maintain comprehensive record.
- Utilizing various support tools to expedite customer issue resolution and minimize efforts on their end.
- Timely escalating complex cases to CTE/QL/TL for further assistance and resolution.
- Actively contributing to the development of support tools by providing valuable feedback for improvement.
- Participating in social impact and community events to represent the company and contribute to the broader community.
- Maintained schedule adherence, including holidays and other relevant dates, to ensure consistent availability for customers.
- Demonstrating adherence to Dell's Code of Conduct and maintained high ethical standards in all interactions.
- Leveraging Dell and industry learning platforms to continuously build knowledge and skills, enabling career advancement.
- Achieving critical security and resiliency risk goals to safeguard customer data and maintain operational integrity.
- Engaging in effective communication with customers to quickly understand and address their problems.
- Conducting follow-up with clients to ensure efficient resolution of their issues and maintain customer satisfaction.
- Successfully managing multiple cases simultaneously, prioritizing and allocating resources effectively.
- Provided training and assistance to new hires within the department, promoting their learning and integration.
- Conducting data scrubbing for the team to maintain accurate and reliable information.
- Analyzing team reports to identify areas for improvement and implemented necessary changes to drive productivity and efficiency.
- Collaborating with TM/L2/CME's and other departments to streamline processes and ensure timely customer resolutions.
- Utilizing strong analytical abilities to assess system performance data, identifying trends that informed future improvements initiatives.
Technical Support Executive
Teleperformance
06.2020 - 10.2021
- Effectively and promptly responded to customer's technical inquiries and issues through various communication channels including phone, email, and chat, ensuring high customer satisfaction
- Provided comprehensive guidance and troubleshooting assistance to successfully resolve complex technical problems.
- Consistently delivered timely and accurate resolutions to customer issues, ensuring strict adherence to service level agreements
- Demonstrated exceptional problem-solving skills by effectively diagnosing and resolving hardware, software, and network issues.
- Identified and escalated complex technical issues to senior support teams or relevant departments for swift resolution, ensuring seamless customer experience
- Maintained meticulous and up-to-date records of customer interactions and solutions in the support database, facilitating efficient issue tracking and future reference
- Created and updated technical documentation and knowledge base articles to enhance resource accessibility and facilitate efficient issue resolution, resulting in a good increase in self-service resolutions
- Proactively educated customers on product functionality, features, and best practices to optimize product utilization and minimize future technical challenges, resulting in a good increase in customer product knowledge
- Conducted engaging and informative training sessions and webinars to ensure customers have a comprehensive understanding of the products and its capabilities, resulting in a good increase in customer satisfaction
- Collaborated seamlessly with cross- functional teams, including development and quality assurance, to effectively communicate customer issues and contribute valuable insights for continuous product improvement, facilitating enhanced team collaboration and improved product quality.
- Assisted in the creation of an internal knowledge base, enabling faster resolution times for common issues across the support team.
Customer Service Associate
Teleperformance
07.2019 - 03.2020
- Professionally communicate with customers across multiple channels, including phone, email, chat, or in-person, to address their inquiries, resolve issues, and provide comprehensive information about products and services
- Ensure a positive and satisfactory customer experience by demonstrating empathy, patience, and maintaining a professional demeanor at all times
- Investigate and promptly resolve customer complaints or problems, aiming for a quick and effective resolution to ensure high customer satisfaction
- Skillfully escalate complex issues to the appropriate department while taking ownership of the customer relationship, ensuring that the customer feels supported throughout the process
- Develop and maintain an extensive understanding of the company's products and services in order to assist customers in a knowledgeable and efficient manner
- Educate customers on product features, usage guidelines, and troubleshooting procedures, ensuring they have a thorough understanding of the product or service they are utilizing
- Assist customers with order placement, modification, and tracking, ensuring a smooth and seamless experience
- Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer relationship management (CRM) system, ensuring that all information is properly documented and easily accessible for future reference
- Collaborate with other departments to relay valuable customer feedback to improve overall customer experience.
- Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry.
Institute Manager & Spoken English Teacher
CSD
05.2016 - 06.2019
- Center for Skills Development - Develop and execute strategic plans for the overall success of the institute
- Collaborate with academic staff to align language programs with educational goals
- Ensure optimal utilization of resources for both managerial and teaching purposes
- Recruit, train, and oversee staff, including teachers and administrative personnel
- Cultivate a positive work environment that promotes effective teaching and learning
- Conduct spoken English classes, employing innovative and effective teaching methodologies
- Monitor and evaluate teaching methods, materials, and student performance to ensure the provision of high-quality education
- Implement improvement initiatives based on feedback and assessment results
- Assess students' language proficiency through regular evaluations
- Maintain accurate records of students' progress and provide effective communication with parents or guardians.
Education
BCA(Bachelor of Computer Applications) - Computer Science And Programming
Jai Narayan Vyas University, Jodhpur
Falna, India07.2019
12th - Commerce
Emmanuel Mission Senior Secondary School
Falna, India06.2016
10th -
Emmanuel Mission Senior Secondary School
Falna, India06.2014
Skills
- Skilled Senior Technician Ensuring Efficient
- Problem Resolution and Delivering Client
- MS Office
- Communication Skills
- Technical Support
- Troubleshooting and resolution
- Technical assistance
- System installations
- Technology-savvy
Certification
CSCU ( Certified Secure Computer User ) by EC-Council
RS-CIT ( Rajasthan State Certificate course in Information Technology ) by Vardhaman Mahaveer Open University, Kota
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Senior Technician, TechnicalSupport
Dell Technologies
10.2021 - Current
Technical Support Executive
Teleperformance
06.2020 - 10.2021
Customer Service Associate
Teleperformance
07.2019 - 03.2020
Institute Manager & Spoken English Teacher
CSD
05.2016 - 06.2019
BCA(Bachelor of Computer Applications) - Computer Science And Programming
Jai Narayan Vyas University, Jodhpur
12th - Commerce
Emmanuel Mission Senior Secondary School
10th -
Emmanuel Mission Senior Secondary School
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