Sania Qureshi
Noida
Summary
Results-driven Technical Support Executive with extensive experience at Methodworks pvt ltd, excelling in system troubleshooting and user training. Proven track record in enhancing service delivery and achieving KPIs through data analysis and quality assurance. Adept at resolving complex technical issues while maintaining strong customer relationships and delivering exceptional support.
Overview
4
4
years of professional experience
Work History
Technical Support Executive
Methodworks pvt ltd
Noida
07.2024 - 02.2025
- Analyzed user feedback from surveys to identify areas where improvements can be made in terms of service delivery.
- Ensured compliance with quality standards set by the company when providing technical support.
- Monitored ticketing system for incoming requests from customers requiring assistance with their products or services.
- Provided technical support to customers via phone, email and remote access tools.
- Established continuous improvement initiatives to achieve KPIs.
- Conducted remote sessions using remote access tools to investigate system errors.
- Resolved technical queries related to product features, functionality, installation and configuration of software applications.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Trained other team members in resolving complex technical issues that require specialized knowledge or skills.
Sr Technical Support
Telus International
Noida
12.2022 - 06.2024
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Provided feedback regarding product features or user experience improvements.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
Sr Customer Service Executive
Teleperformance
Gurugram
02.2021 - 04.2022
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Strengthened customer retention by offering discount options.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Monitored customer feedback regularly to identify areas for improvement in services offered.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Provided top quality control and eliminated downtime to maximize revenue.
- Mentored junior team members and managed employee relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
B.A French Hons -
Amity University
Noida07-2020
High School Diploma -
St Columbus School
Faridabad07-2015
Skills
- Technical support
- System troubleshooting
- Software installation
- Remote access tools
- Customer service
- User training
- Ticketing systems
- Data analysis
- Quality assurance
- Customer relationship management (CRM)
Languages
English
First Language
Hindi
Beginner
A1
Urdu
Beginner
A1
French
Beginner
A1
Timeline
Technical Support Executive
Methodworks pvt ltd
07.2024 - 02.2025
Sr Technical Support
Telus International
12.2022 - 06.2024
Sr Customer Service Executive
Teleperformance
02.2021 - 04.2022
B.A French Hons -
Amity University
High School Diploma -
St Columbus School
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