Compass 20
Hi, I’m
Shalin Tandon
New Delhi,DL
Work Preference
Summary
Competent and motivated Six-Sigma certified professional, proficient MySQL Developer, expert in optimizing database performance and enhancing security, achieving significant improvements holding more than eleven years of experience in customer support & quality assurance spanning three different continents. Seeking to build analytical expertise in the design, develop, and maintain databases using the knowledge of SQL, Advance Excel and Power BI to contribute for the organisational growth.
Overview
12
years of professional experience
6
years of post-secondary education
Work History
Resideo
Pacific Process Lead
05.2017 - Current
Job overview
- Managing Technical Support process for both Security & Comfort products across Pacific region
- Administered Inside Sales, Product Return Management for India and ASEAN region
- Maintaining customer Quality Assurance for Pacific & ASEAN region
- Having knowledge of SQL & Advanced Excel to manage customer database
- Designed, implemented and managed all Technical Trainings for technicians & engineers for India market
- Experienced with working knowledge of Power BI, Tableau & REST API
- Coordinated cross-functional teams to ensure on-time service and reduce waste to achieve max CSAT %
- Conducted trainings across multiple domains (new hire, product knowledge, sales)
- Achieved a 10% reduction in ATT & Abandon Percentage
- Managing Technical Support process for both Security & Comfort products across Pacific region
Honeywell
Product Support Consultant
08.2015 - 04.2017
Job overview
- Oversaw quality assurance & high-level escalation resolution for Level-1 employees
- Proactively managed troubleshooting and technical support to clients, vendors and registered service engineers
- Performed continuous maintenance of product knowledge base as a Level-2 expert
- Improved customer data quality by auditing case notes for data entry and language corrections
- 15% Improvement in CSAT score leading to higher customer trust and client credibility
- Oversaw quality assurance & high-level escalation resolution for Level-1 employees
Honeywell
Technical Support Associate
07.2014 - 08.2015
Job overview
- Provided continuous customer support for HVAC systems & controllers
- Assisted with different types of Furnace Ignition systems (Oil, Gas & Electric)
- Supported both Wifi & Redlink based Thermostats
- Experienced with Humidifiers, Dehumidifiers, Air Cleaners, Ventilation systems both ERV & HRV, UV Lamps
- Maintained call quality feedback above 95% with average cases of 80 per day
- Provided continuous customer support for HVAC systems & controllers
Education
Sharda University
B.TECH from Mechanical Engineering
08.2010 - 05.2014
Narsee Monjee Institute of Management Studies
PGDM from Marketing Management
08.2018 - 05.2020
Skills
- MySQL
- Advanced Excel
- REST API
- Tableau
- SFDC
- Power BI
- Quality Assurance
- MS Office Suite
- Six-Sigma (Green Belt)
- HVAC Systems
- New hire training
- Competent written & verbal communication
Personal Information
Title: PACIFIC PROCESS LEAD
Awards
- Appreciation Award
- 'Bronze' Award
- 'Process Star' Award
Software
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Narsee Monjee Institute of Management Studies
PGDM from Marketing Management
08.2018 - 05.2020
Pacific Process Lead
Resideo
05.2017 - Current
Product Support Consultant
Honeywell
08.2015 - 04.2017
Technical Support Associate
Honeywell
07.2014 - 08.2015
Sharda University
B.TECH from Mechanical Engineering
08.2010 - 05.2014