Sushant Shukla
Working With Technical Support Of Dell India, Previously Worked With Customer Service Amazon.uk, Insurance Sales With Max Life Insurance, Cashier At KFC.
North Delhi,Delhi
Summary
To achieve a challenging position in Business Process Outsourcing in a company, where acquired skills will be utilized towards continued growth, achievements and improving team performance. Flexible Technical Support Engineer with 1 year of experience helping clients maintain smooth operations. Expertise in Dell systems and Windows and other environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
6
6
years of post-secondary education
8
8
years of professional experience
Work History
Technical Support Engineer - Dell Technologies
Concentrix Daksh Services India Pvt Ltd.
Gurugram, Haryana
06.2020 - Current
- Built application platform foundation to support migration from client-server product lines to enterprise architectures and services.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Executed various techniques, including [Technique] and [Technique] to maintain servers and systems, keeping networks fully operational during peak periods.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
CRM Analyst - Amazon
Concentrix Daksh Service India Pvt Ltd
Gurugram, Haryana
08.2015 - 11.2019
- Created workflow diagrams and Gantt charts to clearly demonstrate processes and timelines.
- Achieved 100% success in automation by analyzing claim operations, data and system issues to identify discrepancies for troubleshooting and corrective action.
- Diminished process gaps and encouraged optimal productivity by closely supervising workflow of claims analysts and mail clerks.
- Provided Additional operational support for high-volume financial institution in fast-paced 24-hour work environment.
- Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
Sales Consultant
Max Life Insurance Pvt Ltd
North Delhi, Delhi
08.2013 - 04.2015
- Provided sales and customer service assistance to walk-in traffic
- Responded to telephone and in-person requests for information.
- Exceeded quarterly sales goals by 130%.
- Facilitated business by implementing practical networking techniques throughout Gurugram.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Improved sales by managing sales lifecycle from lead generation through contract negotiations and closings.
- Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Maximized customer retention by resolving issues quickly.
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Developed strategic component development plans to support future projects.
- Managed revenue models, process flows, operations support and customer engagement strategies.
Associate Analyst
Kentucky Fried Chicken
North Delhi, Delhi
11.2011 - 05.2013
- Identified operational efficiency opportunities to support long-term growth plans.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Evaluated Serving Practise to increase productivity and decrease turnaround time to accomplish desired output.
- Designed, built and analyzed data and data infrastructure to support business initiatives.
- Applied data-driven models to achieve tangible impact on business and marketing operations.
- Created compelling narratives from complex, ambitious topics to effectively engage different audiences.
- Pinpointed opportunities for business improvement and defined and measured success points.
- Coordinated work of Support teams project dedicated to raise awareness of need, applying strong project and team leadership to enhance success.
- Reviewed performance benchmarks and established metrics for future tracking.
Education
B.Com - Public Relations, Advertising, And Applied Communication
Mahatma Gandhi University MeghalayaDistance
06.2012 - 06.2014
GED -
Central Board of Secondary Education SKBVVS
Vijay Nagar, Delhi 04.2010 - 05.2011
High School Diploma -
Central Board of Secondary EducationSKBVVS
Vijay Nagar, Delhi 03.2007 - 07.2008
Cisco Certified Network Associate - Computer Networking And Telecommunications
International Association of Computer Mechanics
Pitampura, Delhi 10.2012 - 11.2013
Skills
Engineering support
undefinedTimeline
Technical Support Engineer - Dell Technologies
Concentrix Daksh Services India Pvt Ltd.
06.2020 - Current
CRM Analyst - Amazon
Concentrix Daksh Service India Pvt Ltd
08.2015 - 11.2019
Sales Consultant
Max Life Insurance Pvt Ltd
08.2013 - 04.2015
Cisco Certified Network Associate - Computer Networking And Telecommunications
International Association of Computer Mechanics
10.2012 - 11.2013
B.Com - Public Relations, Advertising, And Applied Communication
Mahatma Gandhi University MeghalayaDistance
06.2012 - 06.2014
Associate Analyst
Kentucky Fried Chicken
11.2011 - 05.2013
GED -
Central Board of Secondary Education SKBVVS
04.2010 - 05.2011
High School Diploma -
Central Board of Secondary EducationSKBVVS
03.2007 - 07.2008
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