Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Disclaimer
Personal Information
Addresses
Languages
References
Timeline
Generic
Suresh Shinde

Suresh Shinde

Pune

Summary

Adept in technical troubleshooting and customer service excellence, I leveraged these skills at Mphasis to become a process expert within 3 months, training three batches and significantly enhancing team efficiency. My blend of empathetic communication and analytical thinking consistently drives improved customer satisfaction and team performance.

Overview

10
10
years of professional experience

Work History

Customer Support Specialist

Amazon
Pune
08.2022 - 12.2023
  • Customer Service
  • Assisting customers of Amazon in tracking and giving information about the products they purchased through the ecommerce App or website

Product Support Specialist

Verificient Technologies
Pune
08.2020 - 10.2021
  • Assisting users/learners from various universities/colleges / Organizations with technical support regarding an in-house application (ProctorTrack)
  • Troubleshooting and changing the end user's network configurations, Updating Operating Systems to make them compatible with the Application by taking remote access of the end-users computer
  • Take over Supervisor chats in the absence of the managers
  • Handle the Queue in the absence of the managers
  • Assigning Agents daily on to the Chat / Calls / Portal Queue

Sr. Technical support advisor

Mphasis
Pune
09.2018 - 06.2020
  • Have over 10 months of work experience with Mphasis working as a level 2 tech advisor for a pilot process called Bank Of The West
  • Was moved across various teams within the process
  • Trained 3 batches throughout 9 months since I joined the company and became a process expert within 3 months after joining
  • Was the first person in a batch strength of 30 from the pilot batch to get an opportunity to start working with the portal tickets, move onto the routing and escalation queue (tier 1.5), and then a floor SME before finally moving onto becoming a trainer of the process off papers
  • My role as an associate (technical advisor) included that of troubleshooting and providing a first contact resolution for the banking applications such as, Cherwell ticketing tool, Appian, Bomgar, office suite applications, Adobe applications, tableau reader/desktop, installing and uninstalling various applications, SCCM deployment, active directory integration, troubleshooting bank hardware such as network printers, USB printers, and scanners, setting up e-Dart and e-Storage on the printers for the function of the scan to email to be available for the user’s, digital displays, requesting for the branch hardware to be replaced or repaired, checking the IT asset management to see if the asset provided to the employee is from the bank of the west
  • My job as a portal ticket associate was to work off calls and contact the users who have created tickets on the company portal for the issues or service requests and getting more information about the ticket
  • If possible, resolve the ticket or dispatch the ticket to the concerned teams for a quicker resolution after gathering all the information from the respected user
  • My role as an SME was to provide floor support and take supervisor calls in the absence of the managers
  • Check the call queue and manage breaks according to the call flow
  • Give the agents on the floor new and updated news about any products related to the process
  • Conduct process knowledge tests every month and send them across to the onshore and offshore teams
  • My role as a trainer was to train the new batches and making them work efficiently to start taking calls
  • Also, train the costing agents on any new updates
  • Maintain the daily attendance tracker and keep the managers posted about the training modules and the progress of the training
  • Create knowledge base articles for the process
  • Audit and monitor the calls of the trainees while on OJT
  • Roster and schedule the trainees for their shift according to the availability of the floor to train the batch
  • Setup a client call and discuss the training requirements alongside the process manager
  • Take Supervisor calls in the absence of the managers
  • Handle the Queue in the absence of the managers
  • Trained Newcomers in the team for Level 2 Support
  • Supported newcomers on the floor and guided them to achieve their target
  • Look after the agents in the performance improvement plan and teach and guide them to get their score and their targets achieved in a week or two

Sr. Technical support advisor

Concentrix
Pune
12.2013 - 02.2016
  • Have 2 years of work experience with Concentrix for a semi-technical process called virgin media as a customer care officer
  • Worked for a Department called tier-2 which handled calls about connecting the printers, routers, extenders, etc
  • To the wifi and also in creating a network for the customers over the wifi and setting up a VPN connection for the customer on their request
  • Take Supervisor calls in the absence of the managers
  • Handle the Queue in the absence of the managers
  • Trained Newcomers in the team for Level 2 Support
  • Supported newcomers on the floor and guided them to achieve their target

Education

12th -

National Institute of Open Schooling
01.2013

10th -

National Institute of Open Schooling
01.2010

Skills

  • Customer service excellence
  • Team collaboration
  • Product knowledge
  • Technical troubleshooting
  • Problem-solving
  • Stress management
  • Multitasking and organization
  • Complaint handling
  • Payment processing
  • Verbal and written communication
  • Remote support tools
  • Time management
  • Customer relationship management (CRM)
  • Adaptability and flexibility
  • Customer response
  • Empathy and patience
  • Call center experience
  • Active listening
  • Help desk support
  • Email communication
  • Analytical thinking
  • Product support
  • Ticket management
  • Service ticket management
  • Decision-making
  • Quality assurance
  • Issue follow up
  • Issue troubleshooting
  • Appointment scheduling
  • Live chat support
  • Conflict resolution
  • Workflow management
  • Email management

Languages

  • English
  • Hindi
  • Marathi

Hobbies and Interests

  • Meeting and Interacting with People
  • Photography
  • Playing Football
  • Cooking

Disclaimer

I hereby declare that the above information given by me is true and correct to the best of my belief/knowledge and understanding.

Personal Information

  • Date of Birth: 08/10/91
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Single

Addresses

S.No – 11, Indrayani Nagar, Mohammadwadi, Pune, Maharashtra, 411060, India, Rahul EastView Society, A2/306, Behind JSPM College, Satar Nagar, Pune, Maharashtra, 411060, India

Languages

English
First Language
Hindi
Upper Intermediate (B2)
B2

References

References available upon request.

Timeline

Customer Support Specialist

Amazon
08.2022 - 12.2023

Product Support Specialist

Verificient Technologies
08.2020 - 10.2021

Sr. Technical support advisor

Mphasis
09.2018 - 06.2020

Sr. Technical support advisor

Concentrix
12.2013 - 02.2016

12th -

National Institute of Open Schooling

10th -

National Institute of Open Schooling

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Suresh Shinde