Jenishya V Kumar

• Answered incoming support inquiries via chat, phone, and email.
• Explained technical information in clear terms to non-technical individuals, to promote better understanding.
• Established empathy with customers through insight into business drivers and expectations, to offer personalized service.
• Delivered an exceptionally high level of professionalism and support to each customer, upholding the company's commitment to service.

Internally moved as a Trainer:

• Assessing training needs: assess the training needs and create training plans to help the organization achieve its goals.
• Designing training programs: design training program materials, such as presentation slides and handouts.
• They ensure that they are easy to understand and visually appealing.
• Delivering training sessions: deliver the training program they create.
• Facilitate the transfer of knowledge, skills, and employees.
• Evaluating training effectiveness: evaluate the effective programs to identify areas for improvement or to determine if a change is needed.
• Providing mentorship: providing one-on-one mentoring to employees.
• Evaluating employee performance: Trainers may evaluate employee performance and responses to training.
• Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
• Collaborated with stakeholders to create effective technical processes that meet business objectives.
• Facilitated team discussions around ideas that could help streamline current processes or introduce new ones.

• Connected with customers to address questions and resolve issues through phone and email
• Provided Tier 1 IT support to non-technical internal users through desk side support services
• Assisted customers in identifying issues and explained solutions to restore service and functionality

• Provided excellent customer service by efficiently resolving issues and responding to inquiries
• Met all customer call guidelines including service levels, handle time and productivity
• Entered customer interaction details in Salesforce to track requests, document problems and record solutions offered
• Followed-through on all critical inter-departmental escalations to maintain internal SLA's
• Effective liaison between customers and internal departments
• Resolved server issues over phone with 5+ customers daily