NemRose Merry
Bengaluru
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
4
4
years of professional experience
Work History
IT Support Engineer
Lumen Technologies
Bengaluru
01.2024 - Current
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Configured and maintained computer systems and network connections.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Monitored system performance to identify potential issues.
- Reduced downtime by quickly diagnosing and resolving network issues.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- worked under three different projects which is order specialist, scheduling activations and implementation role.
Customer Service Representative
Citrix (Cloud Software Group)
Bangalore
03.2022 - 03.2023
- Answered a constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
- Followed through on all critical interdepartmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support, and tailored recommendations to address needs.
Chat Support Representative
TTEC (eBay)
03.2021 - 03.2022
- Documented all customer information accurately in the computer system, providing dated notes for future reference.
- Assisted customers with order placement, product returns, and order tracking.
- Assisted the department with email-based and phone support when the call center was busy or short-staffed.
- Researched customer inquiries to provide accurate, up-to-date information.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Developed exemplary writing skills through continued correspondence with a minimum of 30 customers per day.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
Education
Bachelor - Arts
Nagaland University
Nagaland, India03.2021
High School Diploma -
St Claire Hr. Sec School
Nagaland, India03.2017
Skills
- Complaint resolution
- Report preparation
- Staff education and training
- Service standard compliance
- Creative problem-solving
- CRM
- Technical Support
- Microsoft Office and Excel
Languages
- English
- Hindi
- Nepali
Timeline
IT Support Engineer
Lumen Technologies
01.2024 - Current
Customer Service Representative
Citrix (Cloud Software Group)
03.2022 - 03.2023
Chat Support Representative
TTEC (eBay)
03.2021 - 03.2022
Bachelor - Arts
Nagaland University
High School Diploma -
St Claire Hr. Sec School
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