Summary
Overview
Work History
Education
Skills
Languages
Passions
Timeline
Generic
SHUBHAM DWIVEDI

SHUBHAM DWIVEDI

New Delhi ,New Delhi

Summary

Seeking a challenging role in a renowned organization, offering a dynamic environment where I can leverage my skills to drive growth, innovation, and excellence, fostering mutual growth and tangible contributions.

Overview

5
5
years of professional experience

Work History

Technical Support Executive & Quality Analyst

Teleperformance
Gurgaon
10.2022 - Current
  • Provided technical support to customers via phone, email and online chat.
  • Developed and maintained customer relationships through effective communication and problem solving skills.
  • Resolved technical queries related to product features, functionality, installation and configuration of software applications.
  • Conducted remote sessions using remote access tools to investigate system errors.
  • 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.
  • Established continuous improvement initiatives to achieve KPIs.
  • Conducted detailed analysis of business requirements and developed test plans to ensure quality assurance.
  • Reported issues in a timely manner with accurate descriptions and steps to reproduce them.

Travel Executive

Radical Minds Technologies
Gurgaon
10.2019 - 09.2022
  • Developed and implemented travel plans for corporate clients, including itineraries and cost estimates.
  • Assisted customers in resolving any issues during the course of their trips such as flight delays or cancellations.
  • Assisted customers in making changes to existing itineraries or canceling trips.
  • Resolved any issues related to travel plans and services.
  • Searched and confirmed travel reservations for customers.

Education

CBSE Board - Intermediate

CBSE Board
12.2012

High School Diploma -

CBSE Board
Delhi
12.2010

Skills

  • Customer service management
  • Escalation Handling
  • Microsoft Excel
  • Customer Relationship Management (CRM)
  • Technical Support
  • Customer Support
  • Escalation management
  • Technical Troubleshooting
  • Data Recovery
  • Training and mentoring
  • Best practices and methodologies
  • Quality Assurance
  • Report Analysis
  • Root Cause Analysis
  • Quality Assurance Controls

Languages

  • English, Advanced
  • Hindi, Advanced

Passions

Singing

Timeline

Technical Support Executive & Quality Analyst

Teleperformance
10.2022 - Current

Travel Executive

Radical Minds Technologies
10.2019 - 09.2022

CBSE Board - Intermediate

CBSE Board

High School Diploma -

CBSE Board

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SHUBHAM DWIVEDI