Monisha
Bengaluru
Summary
I enhanced client satisfaction through expert network troubleshooting and unparalleled empathy. I spearheaded system updates and reduced customer complaints, demonstrating significant achievements in both technical and interpersonal domains.
Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Service Desk Agent
Hemmersbach
11.2023 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Documented resolutions for recurring issues, creating a knowledge base that facilitated faster issue resolution.
- Assisted in implementing new system rollouts or updates by providing user support during the transition period, minimizing downtime or disruptions caused by these changes.
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Developed strong working relationships with colleagues across departments, fostering a positive work environment focused on teamwork and communication.
Background Screening Analyst
First Advantage
06.2022 - 10.2023
- Improved client satisfaction rates by delivering timely and accurate background screening results.
- Utilized advanced search techniques and databases to locate hard-to-find information on individuals during the background check process.
- Streamlined workflow efficiency by implementing new data management techniques for processing background checks.
- Verified employment history and educational credentials, providing clients with the necessary information to make informed hiring decisions.
- Coordinated with global vendors and partners to obtain required documents for international background checks, maintaining accurate and timely results.
Senior Customer Support Representative
First Source Limited
09.2017 - 05.2020
- Reduced customer complaints by providing consistent and high-quality support services.
- Served as a subject matter expert within the team on specific product categories or software applications relevant to our client base.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Implemented process improvements that led to reduced wait times for customers seeking assistance via phone or email channels.
- Collaborated with cross-functional teams to identify and implement solutions for recurring customer issues.
- Consistently achieved high levels of customer satisfaction through proactive communication strategies such as regular followups.
Customer Service Advisor
24/7
09.2016 - 06.2017
- Maintained high-quality service standards, ensuring positive customer feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Described product highlights and benefits to help guide purchasing decisions.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Implemented strategies to reduce average handling time without compromising on service quality.
Education
Bachelor in Engineering - Information Science
Sahyadri College of Engineering And Management
Mangalore, India05-2015
Skills
- Empathy and patience
- Network troubleshooting
- Ticketing system proficiency
- Guest communication
- Training and mentoring
- Client relationship management
Timeline
Service Desk Agent
Hemmersbach
11.2023 - Current
Background Screening Analyst
First Advantage
06.2022 - 10.2023
Senior Customer Support Representative
First Source Limited
09.2017 - 05.2020
Customer Service Advisor
24/7
09.2016 - 06.2017
Bachelor in Engineering - Information Science
Sahyadri College of Engineering And Management
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