Himanshu Kalal
Vadodara
Summary
Newly graduated software engineer with a Bachelor's degree in Computer Science. Strong communication and problem-solving skills. Eager to contribute technical expertise to a highly regarded organization that values dedication and attention to detail. Seeking a position to apply knowledge and passion for software development, drive innovation, and deliver high-quality solutions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Etech Global Services Inc
04.2023 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Tier 1 Support: Handled 27+ customer calls per day, resolving basic VoIP and connectivity issues.
- Managed approximately incoming calls, emails and Chats per day from customers.
- Provided troubleshooting for call quality issues, phone configurations, and feature setup.
- Escalated unresolved issues to Tier 2, maintaining clear documentation of troubleshooting steps.
- Tier 2 Support: Resolved advanced technical issues, including SIP trunking configurations, PBX system errors, and network diagnostics.
- Collaborated with engineering teams to troubleshoot and resolve recurring technical issues.
- Analyzed and resolved system outages or service interruptions by diagnosing root causes and working with relevant teams.
- Provided call/chat support to assist customers with complex phone system setups and configurations.
- Reduced issue resolution times by [X%] through a development of troubleshooting guidelines and best practices for Tier 1 support.
Business Development Associate
Byju’s
05.2022 - 09.2022
- Inside Sales on zoom meetings
- Target Achievement
- Communication & convincing skills
- Client requirement Understanding
- Leads Management.
- Developed business pipeline using cold and warm techniques.
- Negotiated contracts and closed sales with new and existing clients.
Founder/CEO
squiggle design studio
09.2021 - 05.2022
- Developed a clear mission, vision and culture for company employees
- Developed extensive financial plans to determine break-even points and ensure long-term solvency
- Conducted regular market analysis, keeping updated on trends, activities, threats and opportunities
- Provided organisational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies
- Monitored trend forecasts, adjusting budgets and operational plans to keep the organisation agile and sustain revenue growth.
Education
B.Tech : Computer Scence And Engineering - Computer Science And Engineering
Parul Institute Of Technology
Vadodara01.2022
Skills
- Communication skills
- Leadership
- Problem-solving
- Microsoft Office expertise
- Website design
- Logo creation
- Project management abilities
- Adobe Creative Suite (Photoshop, Illustrator)
- 3D design
- JavaScript
- HTML
- Python language
- Software testing and analysis knowledge
- Software design knowledge
- CSS
- Net MVC Knowledge
- SQL Knowledge
- Customer Service
- Account Management
- Complaint resolution
Certification
Ethical hacking
Accomplishments
- Best Campaigner award in college fest projection
- State-level basketball champion
- International Olympiad of mathematics 382 state rank
- Smarted General knowledge Olympiad 131 state rank
Languages
Hindi
Upper intermediate (B2)
English
Upper intermediate (B2)
Hobbies and Interests
- Basketball
- Reading Books
- Music
- Games - PC/Mobile
Timeline
Customer Service Specialist
Etech Global Services Inc
04.2023 - Current
Business Development Associate
Byju’s
05.2022 - 09.2022
Founder/CEO
squiggle design studio
09.2021 - 05.2022
B.Tech : Computer Scence And Engineering - Computer Science And Engineering
Parul Institute Of Technology
Ethical hacking
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