VARUN KRISHNAN
Senior Associate IT Helpdesk
Kitchener
Summary
Experienced Senior Customer Service and IT Helpdesk agent with over five years experience in the Account Management and Customer Service sector. Excellent reputation for resolving problems and improving customer satisfaction. I Handled English, French, Spanish, Portuguese, Norwegian, Swedish and Danish throughout my five years of experience.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Associate IT Consultant
Sutherland Global Services Canada
Windsor, Ontario.
01.2020 - Current
- Created service level agreement for IT operational functions and help desk operations.
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
- Recommended and installed upgrades and helped businesses to plan for technology to match growth.
- Adjusted design parameters to incorporate new features.
- Answers phones and responds to customer requests
- Provide customer with product and service information
- Identify, research and resolve technical customer issues as trained · Diagnose, troubleshoot and resolve basic to advanced technical concerns
- Document customer notes, reports and logs · Meet client contractual goals and metric with regards to providing the customer excellent service
- Other duties as assigned by management
Floor Manager /Mentor
Sutherland Global Service India
Kochi
11.2016 - 04.2019
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Created employee schedules to align coverage with forecasted demands.
- Managed inventory with 94% accuracy to manage volume and determine future profit.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Manage large amounts of incoming phone calls - Identify and assess customers' needs to achieve satisfaction - Attract potential customers by answering product and service questions and suggesting information about other products and services.
- Communicating with customers through various channels. - Meet personal/customer service team sales targets and call handling quotas - Maintains customer records by updating account information on the company's CRM
Education
Post Graduate Diploma - Process Quality And Six Sigma Management
Conestoga College Kitchener
Kitchener, Ontario, Canada. 05.2019 - 12.2022
Bachelor of Engineering - Mechanical Engineering
Anna University Chennai
Chennai 07.2010 - 05.2014
Skills
English proficiency
Information Technology Infrastructure
Bring Your Own Device (BYOD) Management
Customer service expert
Typing Speed
Technical issues analysis
Software diagnosis
Timeline
Associate IT Consultant
Sutherland Global Services Canada
01.2020 - Current
Post Graduate Diploma - Process Quality And Six Sigma Management
Conestoga College Kitchener
05.2019 - 12.2022
Floor Manager /Mentor
Sutherland Global Service India
11.2016 - 04.2019
Bachelor of Engineering - Mechanical Engineering
Anna University Chennai
07.2010 - 05.2014