Aditee Gaurkar
Pune
Summary
Collaborative Technical Support Engineer with expertise in leveraging internal and external relationships to effectively address complex issues. Skilled in eliciting assistance from vendors, colleagues, and other external sources to enhance ticket responses and resolve issues promptly. Integrates personal expertise with a diverse network of professional connections to ensure optimal support quality and customer satisfaction.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Technical Support Engineer
Coupa Software Solutions Pvt. Ltd.
12.2022 - Current
- Streamlined support processes for increased efficiency and reduced response times.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
Support Associate
Amazon Development Center India
09.2019 - 12.2022
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Actively participated in internal committees and team building activities.
Customer Web Associate
Ttec india
06.2018 - 07.2019
- Collaborated with team members to achieve target results.
- Gathered information from the customer and worked on the requirements.
- Website hosting, timely changes in the website content as per customers requirement.
- Maintained customer's satisfaction.
Internship Student
First Impression Technologies
05.2017 - 07.2017
- Worked on Android based project name "Rich Dates".
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
Education
Diploma In Computer Technologies - Computer Technology
Shree Datta Meghe Polytechnic
Nagpur, Maharashtra 08.2012 - 04.2015
Bachelor of Engineering - Computer Engineering
St. Vincent Pallotti College of Engineering
Nagpur 08.2015 - 07.2018
Skills
Product knowledge
Accomplishments
- Customer Relations Excellence:Recognized as the recipient of the "Best Customer Service Representative" award for consistently providing exceptional service and building strong rapport with clients.
- Product Issue Resolution:Successfully resolved product issues through comprehensive consumer testing, demonstrating problem-solving skills and a commitment to ensuring product quality and customer satisfaction.
- Client Management and Results Achievement:Demonstrated proficiency in managing key clients by delivering desired results in a timely manner, contributing to the growth and success of the company's client portfolio.
Certification
Microsoft SQL Certification Training
Additional Information
Interest in API Development:
I have a keen interest in working with APIs and have been actively engaged in learning basic API functions. My interest in this field has grown steadily over time as I explore its various aspects. I have completed a course on LinkedIn titled "Web Security: OAuth and OpenID Connect" in 2019, which has equipped me with foundational knowledge in API security. I am continually expanding my understanding of APIs and staying updated with the latest developments in the field.
Timeline
Procure-to-Invoice Certification
05-2023
Technical Support Engineer
Coupa Software Solutions Pvt. Ltd.
12.2022 - Current
Microsoft SQL Certification Training
08-2022
Support Associate
Amazon Development Center India
09.2019 - 12.2022
Customer Web Associate
Ttec india
06.2018 - 07.2019
Internship Student
First Impression Technologies
05.2017 - 07.2017
Bachelor of Engineering - Computer Engineering
St. Vincent Pallotti College of Engineering
08.2015 - 07.2018
Diploma In Computer Technologies - Computer Technology
Shree Datta Meghe Polytechnic
08.2012 - 04.2015
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