KHUSHBU SHEKHAWAT
Technical Support Team Lead
Jaipur
Summary
Dynamic Product Support Specialist with a proven track record at PAR, excelling in conflict resolution and client operations. Skilled in HTML and MySQL, I enhance user experiences through effective communication and innovative solutions, driving operational efficiency and customer satisfaction. Proven track record in managing support operations, guiding team members, and ensuring customer satisfaction. Adept at troubleshooting, mentoring, and improving processes.
Overview
9
9
years of professional experience
2023
2023
years of post-secondary education
Work History
Product Support Specialist
PAR
Jaipur
03.2022 - Current
- Point of contact for responding to and assisting business customers with questions related to the proper configuration of campaigns, software integrations and other features (loyalty, gift card management, etc.) designed and executed through the Punchh platform
- L1 Support to the business
- During change, systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
- Enhanced customer satisfaction by providing timely and accurate product support.
- Guided and mentored New Joiners in their training Period and assisted them with their Investigations
- Have been part of the Salesforce Technical Details creation project
Technical Operations Analyst
Infosys
Bangalore
09.2019 - 03.2022
- User query/issue handling
- Ensuring user queries or issues are captured, validated, and triaged for further processing
- Communicating with users
- Ensuring that various types of information are communicated to users through the appropriate channel(s)
- Optimizations
- Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes
- L2 Support to the business
Technical Operations Associate
Infosys
10.2018 - 08.2019
Senior Operations Executive
Infosys
08.2016 - 08.2017
Operations Executive
Infosys
08.2016 - 08.2017
Education
MBA - Business Analytics
BITS Pilani
Masters of Science - IT
Sikkim Manipal University
Bachelors of Science - IT
St. Francis College for Women
Skills
Analytical & Problem Solving
Leadership & People Management
Communication and presentation skills
Organisational & Time Managment
undefinedInterests
Reading Fiction and Autobiographies
Travelling
Dancing
Timeline
Product Support Specialist
PAR
03.2022 - Current
Technical Operations Analyst
Infosys
09.2019 - 03.2022
Technical Operations Associate
Infosys
10.2018 - 08.2019
Senior Operations Executive
Infosys
08.2016 - 08.2017
Operations Executive
Infosys
08.2016 - 08.2017
Masters of Science - IT
Sikkim Manipal University
Bachelors of Science - IT
St. Francis College for Women
MBA - Business Analytics
BITS Pilani
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