EFSET certification
Nupur Mishra
Senior Technical Support Associate
Ghaziabad
Summary
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Detail-oriented, organized and works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Senior Technical Support Associate
Tech Mahindra
Noida
11.2021 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Troubleshooting of Soho devices specifically routers, modems and combo devices.
- Maintaining customer service standards as per the client's parameters.
- Maintaining excel records of daily case documentation and solutions provided.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Customer Service Associate
Amazon Development Centre
Noida
08.2021 - 10.2022
- Developed and actualized customer service initiatives to decrease wait times.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Regular follow up from the customers for any issues related to large appliances and other technical devices working condition.
- Offered basic technical support for clients on wide range of company products.
- Excelling in customer satisfaction as per Amazon's standards.
Customer Service Associate
Super Technologies
New Delhi
01.2018 - 07.2021
- Developed and actualized customer service initiatives to decrease wait times.
- Boosted sales revenue by skillfully promoting diverse service options.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved concerns with products or services to help with retention and drive sales.
Education
Bachelor of Commerce - Marketing, Business Regulatory Framework.
CSJM University
Kanpur 07.2010 - 08.2013
Skills
Technical Support
undefinedInterests
O level computer certification
Timeline
Senior Technical Support Associate
Tech Mahindra
11.2021 - Current
Customer Service Associate
Amazon Development Centre
08.2021 - 10.2022
Customer Service Associate
Super Technologies
01.2018 - 07.2021
Bachelor of Commerce - Marketing, Business Regulatory Framework.
CSJM University
07.2010 - 08.2013
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