Hi, I’m
Roy Menon
Tech Support Executive
Loutolim,GA
Summary
Dynamic technical support expert specializing in efficient solutions and enhanced user experiences. Proven ability to identify and resolve complex technical issues, ensuring seamless operational continuity. Recognized for fostering collaborative teamwork and adaptability while consistently upholding high standards in fast-paced environments. Committed to driving customer satisfaction through innovative problem-solving and proactive support strategies.
Overview
13
years of professional experience
5
Languages
Work History
First European Infotech - Travelpack
Customer Service Representative
01.2013 - 12.2014
Job overview
- Email support to travelers
- Inbound calls support regarding ticket confirmation
- Handling UK tourist travel requirement
- Assigning task to juniors
- Confirming traveler's airline tickets
- Responded to customer requests for products, services, and company information
M.H. Alshaya Co. W.L.L (Starbucks)
Supervisor
12.2015 - 02.2021
Job overview
- Ensuring great customer service
- Cash Management of store and staff till
- Administrative work like closing and opening store
- Train team of 25
- Inventory management of store stock
- Quality assurance audit
- Shift handling
- Store operation tasks
Technology Maker - Invicta
Sr. Communication Officer ( Chat and Calls )
04.2021 - 12.2022
Job overview
- Live chat support, resolving query of the players
- Inbound calls support for the players
- Training juniors on the gaming platform
- Online cash management of players
Grassdoor Pvt Ltd
Lead Experience Executive
12.2022 - 11.2023
Job overview
- Operation and Routing Efficiency
- Effective communication
- Team management (6)
- Driver support - calls
- Cash discrepancy
- Driver management
Grassdoor
Tech Support Executive
12.2024 - Current
Job overview
- Maintaining exceptional service standards under pressure.
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
- Provided comprehensive support for various software, and enhancing overall user experience.
- Delivered remote support services to clients across multiple locations, enabling swift issue resolution without the need for on-site visits.
- Streamlined ticket resolution process, increasing productivity and reducing average response time.
- Reduced downtime by swiftly diagnosing and troubleshooting complex technical problems.
Education
Fr. Agnel College of Arts & CommerceGoa, India
BCA from Computers
Rosary Higher Secondary SchoolGoa, India
Vocational Stream in Computers from Computer And Information Sciences
Fr. Agnel Multipurpose Higher Secondary SchoolGoa, India
S.S.C
Skills
Observation
Languages
English, Hindi, Konkani and Marathi
Hobbies
Travel & Exploration – Passion for discovering new cultures and environments, enhancing adaptability, planning, and cross-cultural communication.
Console Gaming – Strategic and analytical thinking through immersive gameplay; teamwork and problem-solving in collaborative online environments.
Photography – Skilled in capturing and editing travel and nature visuals, demonstrating creativity, attention to detail, and storytelling.
Reading – Continuous learner with a focus on diverse genres, fostering empathy, critical thinking, and broad knowledge.
Timeline
Tech Support Executive
Grassdoor
12.2024 - Current
Lead Experience Executive
Grassdoor Pvt Ltd
12.2022 - 11.2023
Sr. Communication Officer ( Chat and Calls )
Technology Maker - Invicta
04.2021 - 12.2022
Supervisor
M.H. Alshaya Co. W.L.L (Starbucks)
12.2015 - 02.2021
Customer Service Representative
First European Infotech - Travelpack
01.2013 - 12.2014
Rosary Higher Secondary School
Vocational Stream in Computers from Computer And Information Sciences
Fr. Agnel Multipurpose Higher Secondary School
S.S.C
Fr. Agnel College of Arts & Commerce
BCA from Computers