Swapnil Gaikwad
Pune
Summary
Senior Technical Support Specialist with a proven track record in enhancing productivity and efficiency. Expertise in troubleshooting. Strong communication and problem-solving skills drive optimal service delivery and customer satisfaction. Dedicated to improving team performance through proactive support and technical guidance.
Overview
7
7
years of professional experience
Work History
Senior Technical Support Associate
Tech Mahindra Ltd
Pune
03.2023 - Current
- Diagnosed system problems using remote tools to access customer machines.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Delivered local and remote Tier 1 support for clients in the fleet management field through a centralized database.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Customer Relations Associate (Retention Specialist)
Tech Mahindra Business Services
Pune
05.2022 - 12.2022
- Worked as dynamic retention specialist to help retain core customer base.
- Main role was gathering information about customer complaints and building positive relationships with customers by resolving queries and negotiating with customers to renew contracts and retain business.
Quality Analyst
Wipro Limited
Pune
04.2021 - 05.2022
- Developed weekly, monthly, end-of-quarter and other statistical reports for team leadership and quality improvement programs.
- Provided regular updates to team leader on quality metrics.
- Analysed quality and performance data to support operational decision-making.
- Participated in departmental meetings to establish short term and long-term strategy.
- Updated inspection journals and daily summary logs with quality-related data.
- Developed training materials, SOPs and work instructions to supplement new team members.
Technical Support Specialist (Senior Associate)
Wipro Limited
Pune
09.2019 - 04.2021
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Analyzed issues to identify troubleshooting methods needed for quick solution.
- Monitored systems in operation and quickly troubleshoot errors.
- Resolved a diverse range of technical issues across multiple systems and applications for customers across various time zones.
- Documented support interactions for future references.
Operations Associate
Aegis Customer Support Services Private Ltd.
Pune
03.2018 - 04.2019
- Resolved customer inquiries quickly and effectively while maintaining a professional demeanor.
- Provided remote support to customers experiencing technical difficulties.
Education
Master Of Computer Applications (MCA) - Computers and Management
MIT School of Management
Pune06.2017
Bachelor of Computer Applications (BCA) - Computers and Commerce (Account& Management)
Modern College
Pune05.2014
HSC (Higher Secondary Education) - Science Stream
R.R. Shinde Jr. College of Science
Pune05.2011
SSC: Secondary Education -
Apte Prashala
Pune05.2009
Skills
- Computer proficiency
- Adaptability
- Team collaboration
- Leadership
- Multitasking
- Technical troubleshooting
- Customer communication
- Ticket support system management
- Knowledge base management
Hobbies and Interests
- Photography
- Reading
- Listening Music
Languages
- English
- Hindi
- Marathi
Timeline
Senior Technical Support Associate
Tech Mahindra Ltd
03.2023 - Current
Customer Relations Associate (Retention Specialist)
Tech Mahindra Business Services
05.2022 - 12.2022
Quality Analyst
Wipro Limited
04.2021 - 05.2022
Technical Support Specialist (Senior Associate)
Wipro Limited
09.2019 - 04.2021
Operations Associate
Aegis Customer Support Services Private Ltd.
03.2018 - 04.2019
Master Of Computer Applications (MCA) - Computers and Management
MIT School of Management
Bachelor of Computer Applications (BCA) - Computers and Commerce (Account& Management)
Modern College
HSC (Higher Secondary Education) - Science Stream
R.R. Shinde Jr. College of Science
SSC: Secondary Education -
Apte Prashala
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