Sakshi Gorakh
Vadodara
Summary
Adept at network troubleshooting and fostering team collaboration, I significantly enhanced customer satisfaction at Etech Global Services by swiftly resolving technical issues. My expertise in technical support and active listening skills led to a marked improvement in call resolution efficiency, earning consistent positive client feedback.
Developed expertise in troubleshooting and resolving technical issues within high-volume support environment. Demonstrated ability to communicate complex technical information clearly and effectively to users. Seeking to transition into new field, leveraging strong problem-solving and customer interaction skills gained from previous experience.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Tier 1 Technical Support Representative
Etech Global Services
04.2023 - Current
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
- Stayed up-to-date on product knowledge, ensuring accurate and timely information was relayed to clients.
- Upheld company reputation by adhering to strict confidentiality protocols when handling sensitive client data.
- Improved team efficiency by actively participating in training sessions and sharing acquired knowledge with peers.
- Managed high levels of call flow and responded to technical support needs.
Education
Bachelor's Of Science - Biotechnology
Parul University
Vadodara, Gujarat05.2023
Skills
- Network troubleshooting
- Ticket management
- Application support
- Escalation procedures
- Security awareness
- Effective communication
- Network support
- Team collaboration
- Organizational skills
- Reliability
- Multitasking Abilities
- Problem-solving abilities
- Attention to detail
- Time management
Accomplishments
4 Times star performer of the month.
1st runner up for case annotation contest organized in December 2023.
Affiliations
I have done certificate program as placement coordinator at Parul University.
8 month internship as students administrator.
Worked as a Front Desk Executive for 3 months during the Pandemic.
Certification
3 times district level debate champion.
Gargi award winner for scoring >75% in secondary board examination.
Represent the University at a state level quiz competition organized by Apollo Tyres.
Completed 60 days English proficiency IELTS course.
Successfully completed Rajasthan Government Certified Computer course which includes effective use of Microsoft Office.
Timeline
Tier 1 Technical Support Representative
Etech Global Services
04.2023 - Current
3 times district level debate champion.
Gargi award winner for scoring >75% in secondary board examination.
Represent the University at a state level quiz competition organized by Apollo Tyres.
Completed 60 days English proficiency IELTS course.
Successfully completed Rajasthan Government Certified Computer course which includes effective use of Microsoft Office.
Bachelor's Of Science - Biotechnology
Parul University
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