Shaify Chahal

March 2026 – Present | Gurgaon, India

• Provide end-to-end technical support for Dell commercial systems through voice support channels.
• Resolve complex technical issues while maintaining high customer satisfaction standards.
• Support customers across Latitude, Optiplex, Precision, Dell Pro Series and Rack systems.
• Leveraged technical expertise to meet performance targets in customer experience and operational KPIs.
• Worked closely with engineering teams, QL, RM, and QRT team to effectively address complex product challenges.
• Trained new team members on technical support processes and tools.
• Managed complex escalations, including executive escalations and DFDI/bulk requests, ensuring timely resolution.
• Acted as primary liaison for managing team escalations from FY25 through Q2 FY27.
• Continue to serve as a key resource for escalations and complex case management.

July 2023 – March 2026

• Delivered technical support through chat and email channels for Dell commercial products.
• Successfully transitioned from India Chat Support to OMNI Support operations.
• Managed complex customer cases while maintaining strong resolution and service quality metrics.
• Support customers across Latitude, OptiPlex, and Vostro product portfolios.
• Trained new team members on technical support processes and tools.
• Reviewed long-aging cases and implemented proactive measures to enhance customer experience.
• Identified emerging product issues and escalated quality concerns to leadership teams.

March 2022 – July 2023

• Provided technical troubleshooting and resolution support for Latitude, OptiPlex, and Vostro platforms.
• Built strong expertise in customer-facing technical support and issue resolution.
• Consistently delivered high-quality customer experiences through effective communication and technical knowledge.

March 2023 – July 2023

• Cross-trained to support Dell Precision Workstations and Rack Workstation environments.
• Expanded technical capabilities beyond mainstream commercial systems.
• Assisted customers with advanced hardware and workstation-related troubleshooting.