Summary
Overview
Work History
Education
Accomplishments
Personal Information
Languages
Timeline
Generic
Swechha Agrawal

Swechha Agrawal

Jaipur

Summary

I am looking for a position that will enable me to use my strong organizational skills, educational background and experience to achieve progressive and rewarding career.

Asa Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

10
10
years of professional experience

Work History

IT Service Desk Analyst

Tata Consultancy services Pvt. Ltd
01.2020 - Current
  • Collaborated with other teams to ensure successful resolution of customer inquiries.
  • Provided remote assistance to customers when required via phone or remote desktop tools.
  • Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
  • Implemented new procedures for user access control on systems and networks.
  • Assisted users with installation of new applications or software updates as needed.
  • Created documentation for frequently asked questions and how-to guides for end users.
  • Investigated system errors using event viewer logs and other troubleshooting techniques.
  • Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
  • Resolved issues on initial call maximum of time using internal knowledge base, troubleshooting skills, experience and team resources.

Assistant Manager of Customer Service

Teleperformance
Jaipur
09.2015 - 11.2019
  • Managed daily operations in the Customer Service department.
  • Maintained accurate records of customer interactions, transactions and feedback.
  • Trained new team members on company processes for customer service.
  • Scheduled shifts and assigned tasks to ensure adequate coverage of the Customer Service desk.
  • Monitored performance metrics to identify trends and develop solutions for improving efficiency.
  • Created reports detailing customer service activities and providing recommendations for improvement.
  • Coordinated with other departments to resolve issues that require cross-functional collaboration.
  • Ensured compliance with company policies, procedures and legal regulations related to customer service operations.
  • Implemented best practices in handling escalated situations involving dissatisfied customers.
  • Performed root cause analysis of customer complaints to identify areas needing improvement in the organization's products or services.
  • Analyzed data collected from surveys to determine changes needed in order to increase customer satisfaction levels.
  • Conducted regular meetings with staff members to ensure all goals are being met.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Evaluated employee job performance and motivated staff to improve productivity.

Guest Lecturer

Kanoria PG Girls College
Jaipur
09.2014 - 09.2015
  • Developed lesson plans to ensure educational objectives are met.
  • Prepared lectures and course materials for students.
  • Engaged with students by facilitating discussions and providing feedback on their work.
  • Assessed student performance through tests, assignments, projects, and other methods of evaluation.
  • Maintained records of student progress throughout the semester.
  • Collaborated with colleagues to develop innovative approaches to teaching content.
  • Communicated regularly with department heads regarding updates on course curriculum.
  • Participated in professional development seminars related to teaching practices.
  • Met with students one-on-one to discuss topics of interest and answer questions.
  • Taught graduate and undergraduate courses using both traditional and online methods.

Education

Certificate in organic Farming -

Institute of organic farming
01.2014

M.Sc (Environment Science) -

Rajasthan University
01.2012

Certificate in basic computers -

01.2011

B.Sc (Biotechnology) -

Rajasthan University
01.2008

XII -

CBSE
01.2003

Certificate in Food and Nutrition -

IGNOU
01.2003

X -

CBSE
01.2001

Accomplishments

  • College Topper in Post-Graduation
  • Certificate in Food and Nutrition from IGNOU
  • Actively participated in extra-curricular activities at school level and college level.

Personal Information

  • Father's Name: Mr. Y.K Agrawal
  • Date of Birth: 09/24/1985
  • Nationality: Indian

Languages

  • English
  • Hindi

Timeline

IT Service Desk Analyst

Tata Consultancy services Pvt. Ltd
01.2020 - Current

Assistant Manager of Customer Service

Teleperformance
09.2015 - 11.2019

Guest Lecturer

Kanoria PG Girls College
09.2014 - 09.2015

Certificate in organic Farming -

Institute of organic farming

M.Sc (Environment Science) -

Rajasthan University

Certificate in basic computers -

B.Sc (Biotechnology) -

Rajasthan University

XII -

CBSE

Certificate in Food and Nutrition -

IGNOU

X -

CBSE

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Swechha Agrawal