Hrishikesh Pathak
Nashik
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Product Support and Quality Assurance Specialist
Verificient Solutions Pvt. Ltd.
Pune
11.2020 - 04.2023
- Determined training needs of staff and organized training interventions to achieve quality standards.
- Executed and developed methods to obtain post-production product feedback from customers.
- Trained end-users on software and hardware functionality, best practices and protocol.
- Consulted with management and personnel to educate on QA standards.
- Enhanced customer satisfaction ratings by building client rapport and timely resolving crises and issues.
- Developed and maintained quality assurance protocols, processes and procedures.
- Reviewed customer requirements and specifications to ensure products met standards.
- Answered around 50 calls per shift to assist with customer questions and concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Recognized by management for providing exceptional customer service.
- Assisted with customer requests and answered questions to improve satisfaction.
Technical Support Associate
Concentrix
Pune
05.2017 - 10.2020
- Developed documentation of common problems and their solutions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Oversaw daily performance of computer systems.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Created reports detailing customer satisfaction levels over time.
- Supported customers with online billing, access and account issues.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Used remote login tools to assist clients with technical and product questions.
Senior Process Associate
TCS
Nashik
09.2017 - 10.2018
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Explained the consequences of non-payment in a professional manner.
- Monitored overdue accounts using automated information systems.
- Drafted letters demanding payment from delinquent customers using standard templates.
- Developed strategies for collecting overdue payments while preserving customer relationships.
- Advised customers of necessary actions and strategies for debt repayment.
Senior Technical Support Engineer
Aress Software
Nashik
06.2015 - 09.2017
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Answered customer inquiries regarding billing or services rendered.
- Managed the hosting environment of a website including setting up domains, FTP accounts and databases.
- Oversaw layout design and worked with production team members to complete daily and weekly content schedules.
- Answered customer inquiries via live chat in a timely and professional manner.
- Used various skills to resolve problems in reasonable amount of time.
- Responded to customer emails regarding technical support issues in a timely fashion.
- Evaluated customer feedback for trends in service requests or product concerns.
Apprentice
WNS
Nashik
01.2015 - 04.2015
- Provided administrative support to the back office staff including filing, photocopying, faxing and data entry.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Resolved customer issues promptly and professionally while adhering to company policies and procedures.
- Developed strategies for improving efficiency of workflow processes within the back office team.
Education
BE - Electronics And Communications Engineering
SVIT
Nashik05-2014
Diploma - Electronics And Telecommunication
GGSP
Nashik05-2009
Skills
- Issue Resolution
- Technical Documentation
- Customer Service
- Analytical Thinking
- Quality Assurance
- Decision-Making
Timeline
Product Support and Quality Assurance Specialist
Verificient Solutions Pvt. Ltd.
11.2020 - 04.2023
Senior Process Associate
TCS
09.2017 - 10.2018
Technical Support Associate
Concentrix
05.2017 - 10.2020
Senior Technical Support Engineer
Aress Software
06.2015 - 09.2017
Apprentice
WNS
01.2015 - 04.2015
BE - Electronics And Communications Engineering
SVIT
Diploma - Electronics And Telecommunication
GGSP
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