Vaishali Kulkarni
Bengaluru
Summary
Customer Support Specialist with over 3+ years of experience in fast-paced tech environments. Proven track record in resolving complex customer issues, enhancing customer satisfaction, and fostering relationships. Adapt at technical troubleshooting and possess a strong understanding of customer service software. Eager to kick-start a career in Network Support, armed with foundational knowledge in networking protocols and a strong commitment to troubleshooting and problem-solving. Seeking an entry-level position to apply theoretical knowledge of networking in a practical, professional setting.
Overview
6
6
years of professional experience
Work History
Product Support Specialist
Practo Technologies
01.2019 - 03.2021
- Day-to-day moderation of customer reviews, triaging customer support inquiries, answering product questions, enlisting assistance from SMEs for complex queries, connecting the 'right' people to issues that arise, etc
- Tickets handling and emails and resolving their concerns with respect to the reviews
- Educate medical practitioner on practo product functionalities and features, emphasizing product benefits with focus on the value of the solution
- Maintained overall customer satisfaction levels to ensure a continuous relationship with Practo
- Ensured complete documentation of all activities undertaken with respect to the ticket or call log.
CANBANK COMPUTER SERVICES LIMITED (CCSL)
02.2018 - 11.2018
- Manage daily customer inquiries via phone, email, and live chat, achieving a customer satisfaction rate of 95%+
- Troubleshoot and resolve complex issues related to banking, resulting in a 30% decrease in repeat customer complaints
- Train and mentor new hires on product knowledge and customer service best practices, improving the overall team performance
- Collaborate with the product development team to relay customer feedback, contributing to product enhancements that increased customer satisfaction.
Customer representative officer
HGS
01.2016 - 10.2016
- Handle customer inquiries, concerns, and requests related to network services via phone, email, and chat
- Provide technical support for network-related issues, troubleshooting connectivity problems
- Effectively communicate technical information to non-technical customers, ensuring a clear understanding of solutions and recommendations
- Collaborate with the technical support team to escalate and resolve complex issues in a timely manner
- Consistently meet and exceed customer satisfaction targets through effective communication and problem resolution.
Internship
Seed Infotech Kolhapur
Kolhapur
06.2015 - 12.2015
- Collaborated with a team of developers to design and implement Java-based applications
- Assisted in the development and maintenance of database structures using SQL
- Participated in code reviews, debugging, and optimization to ensure software quality
- Contributed to the full software development lifecycle, from concept to deployment
- Implemented new features and enhancements, improving overall system functionality.
Education
Bachelor in Engineering – Computer Science - Computer Science
Gogte Institute of Technology
Belgaum05-2015
Skills
- Very Basic knowledge on Python and Java
- TCP/IP, DNS, DHCP, VLANs, Routing Protocols (OSPF, RIP)
- Fast fingers on keyboard with abilities to work on more than one windows
- Proven ability to handle customer inquiries, complaints, and requests with professionalism and empathy
- Understanding of networking concepts, IP addressing, routers
- Excellent verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner
- Strong analytical and problem-solving skills
- Ability to work collaboratively with technical teams to resolve complex customer issues
- SLA management
Accomplishments
Recognized as "Employee of the Month" 2 times for consistently achieving high customer satisfaction ratings.
Disclaimer
I, Vaishali Kulkarni hereby confirm that the information given above is true to the best of my knowledge.
Timeline
Product Support Specialist
Practo Technologies
01.2019 - 03.2021
CANBANK COMPUTER SERVICES LIMITED (CCSL)
02.2018 - 11.2018
Customer representative officer
HGS
01.2016 - 10.2016
Internship
Seed Infotech Kolhapur
06.2015 - 12.2015
Bachelor in Engineering – Computer Science - Computer Science
Gogte Institute of Technology
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