Shrishti Sharma
Pune
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
3
3
years of professional experience
Work History
Sr. Technical Support
Concentrix Daksha Ltd
08.2021 - 11.2022
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Ask customers targeted questions to quickly understand root problems.
- Track device issues through to resolution, within agreed time limits.
- Talk clients through series of actions to resolve technical issue immediately.
- Raise tickets or escalate unresolved issues to appropriate internal teams (e.g. Backend IT team)
- Provide prompt and accurate feedback to customers.
- Managed to keep top 3 position every month in sales by cross selling products.
- Managed to keep more than 9 out of 10 ratings every month.
- Ensure all issues are properly logged. Document technical knowledge using tools
- Follow up with customers to ensure their services are fully functional after troubleshooting
- Monitored systems in operation and quickly troubleshoot errors.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Support Officer
Mphasis
05.2020 - 08.2021
- Process homeowners policies by analyzing different scenarios and keeping error rates below 1%
- Categories multiple scenario such as Underwriting, Midterms, Cancellation, Renewal, Policy changes
- Money disbursement on policies by keeping error rates below 1%
- Established strong relationship with clients to support business requirements and improve services.
- Consulted with outside parties to resolve discrepancies and create expert solutions
Customer Service Management
Capita
10.2019 - 01.2020
- Helping customers to track their parcel and maintain fruitful relationship by solving their problems immediately
- Coordinate with Depot to know whereabouts of missing parcels.
- Coordinate with courier over email, to confirm whereabouts of parcels.
- Reach out to Regional Manager to speed up process whenever necessary.
- Maintain fruitful relationship with clients and address their needs effectively
- Kept lowest AHT than others by solving critical difficulties in minutes.
- Managed over 60 chats per day in 2 concurrencies
Education
Bachelor of Computer Application - Bachelor of Computer Application
Sarvepalli Radhakrishnan University
Bhopal05.2019
Civil Engineering - Diploma in Civil
Shree Vaishnav Polytechnic College
Bhopal07.2013
Skills
- Software update installation
- Organization and Time Management
- Business development
- Leadership
- MS Office Proficiency
- Desktop Support
- Technical Sales and Assistance
- Quality assurance understanding
Accomplishments
- Excellent Communication skills
- Relationship Management
- Adaptability & Flexibility
Languages
English
English
Timeline
Sr. Technical Support
Concentrix Daksha Ltd
08.2021 - 11.2022
Customer Support Officer
Mphasis
05.2020 - 08.2021
Customer Service Management
Capita
10.2019 - 01.2020
Bachelor of Computer Application - Bachelor of Computer Application
Sarvepalli Radhakrishnan University
Civil Engineering - Diploma in Civil
Shree Vaishnav Polytechnic College
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