Summary
Overview
Work History
Education
Skills
Technical Skills
Certification
Project
Timeline
Generic

Shivani Singh Gautam

Gurgaon

Summary

Customer service professional with a strong track record of achieving client targets and enhancing team efficiency, seeking to transition into the IT sector to leverage technical skills and explore new business opportunities. Goal-oriented and eager to contribute to innovative IT projects for long-term career growth.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Support Analyst

Accenture
Gurgaon
05.2023 - Current
  • Interacted with business customers/clients, diagnosed/solved technical issues, analyzed fault records to create/update self-help material
  • Effectively balanced and handled numerous customer chat sessions simultaneously, consistently delivering quality results.
  • Received 'Performance Maintenance' award for exceptional customer service and dedication in the last quarter

Senior Technical Support Advisor

Concentrix (Comcast Process)
Gurgaon
03.2021 - 05.2023
  • Managed a high-volume of customer inquiries via phone and email, consistently achieving an average of 50 interactions daily
  • Resolved customer complaints and issues with a focus on first-call resolution, maintaining a customer satisfaction rating.
  • Led a team of 15 customer service representatives to achieve monthly client targets through effective coaching and performance management
  • Demonstrated teamwork in a sales initiative, resulting in target attainment.
  • Conducted regular team meetings, huddles and training sessions to improve team efficiency and customer satisfaction metrics

Customer Support Advisor

Concentrix Gurgaon (Amazon Process)
Gurgaon
07.2019 - 07.2020
  • Handled customer complaints and issues with promptness and professionalism. Oversaw order processing, returns, and exchanges and also cross skilled for prime video technical queries

Education

Master of Computer Application - Computer Science

F.S University
Shikohabad, UP
07-2023

Bachelor of Computer Applications - Computer Science

Dr. Virendra Swarup Institute of Computer Studies
Kanpur, UP
06-2017

Intermediate - Science

K.W. Inter College (UP Board)
Kanpur, UP
06-2017

High School Diploma -

K.W. Inter College(UP Board)
Kanpur, UP
06-2012

Skills

  • Analytical Skills
  • Problem Solving Skills
  • Quick Learner
  • Interpersonal Skills
  • Customer needs analysis

Technical Skills

● Languages- C, Python

● Web Technology - HTML, CSS

● Database - Sql

● Operating System - Windows

● Data Visualization - Power BI, Excel

● Software development life cycle and Agile Methodology

Certification

· Coursera : Foundations: Data, Data, Everywhere

· Hacker rank : SQL Basics

· Cognitive Class: SQL and Relational Database 101

· Coursera : Excel Basics for Data Analysis

Project

Online Library Management

· Designed and developed website where student or faculty can login to assign a book of particular author.

· Users have different rights Tools/Technology used- Asp.net, C#, Sql, CSS, HTML

Timeline

Customer Support Analyst

Accenture
05.2023 - Current

Senior Technical Support Advisor

Concentrix (Comcast Process)
03.2021 - 05.2023

Customer Support Advisor

Concentrix Gurgaon (Amazon Process)
07.2019 - 07.2020

Master of Computer Application - Computer Science

F.S University

Bachelor of Computer Applications - Computer Science

Dr. Virendra Swarup Institute of Computer Studies

Intermediate - Science

K.W. Inter College (UP Board)

High School Diploma -

K.W. Inter College(UP Board)

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Shivani Singh Gautam