Pramil Kanwar Shekhawat
Technical Support
Jaipur
Summary
Detail-oriented and dedicated technical support executive with over 4 years of experience in operations, customer service, and technical troubleshooting. Proven ability to diagnose and resolve complex technical issues while consistently delivering exceptional customer support. Skilled in training and mentoring team members, with a strong focus on enhancing product knowledge and improving service delivery. Proficient in Adobe Creative Cloud applications and committed to continuous learning and development. Bilingual in Hindi and English, leveraging excellent communication and analytical skills to drive effective customer interactions.
Overview
1824
1824
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Technical Support Executive
Teleperformance Adobe
Jaipur
08.202 - Current
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Increased customer satisfaction ratings.
- Increased customer satisfaction ratings to 80%.
Senior Technical Support Associate - IICCT
MetLife GOSC
Jaipur
05.202 - 12.202
- Managed high-priority tickets, ensuring prompt resolution and minimal downtime for clients.
- Played an integral role in the rollout of new software releases by testing functionality and assisting end-users during the transition period.
- Continuously sought opportunities for professional development by attending industry conferences, workshops, and training sessions to stay current on emerging technologies and best practices.
Process Knowledge Trainer - Claims Indexing
MetLife GOSC
Jaipur
09.2020 - 04.2021
- Evaluated effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within organization.
- Collaborated with subject matter experts to create accurate training content.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Developed and implemented successful onboarding program.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Provided coaching and mentoring to employees.
- Trained and mentored 40+ new personnel hired to fulfill various roles and also 2 new hires from Noida deaf society.
- Analyzed and evaluated training effectiveness and program outcomes.
Process Associate - Claims Indexing
MetLife GOSC
Jaipur
Sep2018 - 2020
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
Education
Master of Arts - English
University of Technology
Jaipur 05.2021 - 07.2023
Skills
Proficient in Photoshop and Lightroom Classic
Strong customer service skills
Responsible for completing SLAs with accuracy
Quick learner of new technical skills
Delivery of upskilling, refresher, and soft skills training
Excellent analytical ability and communication skills
Intermediate proficiency in Microsoft Office (Word, Outlook, Excel, PowerPoint, Access)
15 years of experience specializing in Training & Development
Strong presentation and people management skills
Coordinating and mentoring skills
Technical Troubleshooting
Application support
Troubleshooting
Ticket management
Training and mentoring
Customer Relationship Management (CRM)
Incident Management
Online Chat Support
Problem-Solving
Customer Service
Troubleshooting Network Issues
Analytical Skills
Interpersonal Communication
Friendly and Patient
Written Communication
Technical Documentation
Remote Support
Software Installation
Customer Support
Problem Resolution
Current Work Experience
Technical support executive, Teleperformance Adobe, 08/01/23, Present
Roles And Responsibilities
- Customer Assistance: - Provide first-line support to customers via phone, email, or chat. - Address and resolve technical issues related to products or services.
- Issue Diagnosis: - Analyse and troubleshoot technical problems reported by users. - Utilize diagnostic tools to identify hardware and software issues.
- Documentation: - Maintain accurate records of customer interactions and technical issues in the ticketing system. - Document solutions and create knowledge base articles for future reference.
- Product Knowledge: - Stay updated on product features, functionalities, and common issues. - Educate customers on product usage and best practices.
- Escalation Management: - Escalate complex issues to higher-level technical teams when necessary. - Follow up on escalated issues to ensure timely resolution.
- Technical Training: - Provide training sessions for new team members on troubleshooting techniques and product knowledge. - Assist in developing training materials for internal use.
- Customer Feedback: - Gather and relay customer feedback to improve product quality and support processes. - Participate in discussions to enhance service delivery based on user input.
Previousworkexperience
- Process Associate - Claims Indexing, MetLife GOSC, 05/01/18, 09/30/20
- Process Knowledge Trainer - Claims Indexing, MetLife GOSC, 09/01/20, 04/30/21
- Senior technical support Associate - IICCT, MetLife GOSC, 05/01/21, 12/31/21
Personal Information
- Father's Name: Jaipal Singh
- Date of Birth: 04/14/92
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Certification
Adobe certified professional
Timeline
Adobe certified professional
09-2024
Master of Arts - English
University of Technology
05.2021 - 07.2023
Process Knowledge Trainer - Claims Indexing
MetLife GOSC
09.2020 - 04.2021
Process Associate - Claims Indexing
MetLife GOSC
Sep2018 - 2020
Technical Support Executive
Teleperformance Adobe
08.202 - Current
Senior Technical Support Associate - IICCT
MetLife GOSC
05.202 - 12.202
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