Zufi Shan
Technical Support Advisor
Bangalore
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first attempt. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
5
5
years of professional experience
30
30
years of post-secondary education
1
1
Certification
Work History
Technical support advisor
Concentrix services India Pvt. Ltd
11.2020 - 12.2023
- Trained on Apple products and billing queries for Apple care
- Assisted customers with more difficult technical issues requiring greater level of personalized care and in greater length
- Supporting customers with basic technical support for current and past software releases
- Reviewed technical guidelines to verify compliance with information security standards and best practices
- Patched software and installed new versions to eliminate security problems and protect data
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Process Associate
Gallagher Service Centre LLP
05.2019 - 10.2020
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines
- Served as primary point of contact for triaging technical issues
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 50%
- Manage team performance and responsible for overall development of team
- Manage and strengthen Relationship with CSR's/CSM's
- Establish action plans for improvement
- Leads and directs workforce in problem identification, problem solving and implementing continuous improvement measures
- Extracting documents from share point, Preparing Quote Summary, Managing Commissions Received & Deducting Taxes and surcharges
- Efficient query resolution coupled with an effective TAT & Providing accurate e-mail response to counter parties and enquiries
- Involved in reviewing & analyzing the Policies and Quotes and presenting in MS Excel Template
- Coverage Evaluation, Quote and policies Comparison, Risk Assessment/Inspection, Claims processing settlement
- Communicating with CSR (Client Service Representative) in getting task and delivering completed task via E-mail and CSP
- Manage team workload distribution and structure to ensure consistent good performance
- Monitoring performance of junior staff
- Constantly looking for ways to improve processes
- Ensuring clean, safe and friendly working environment
- Gathered, organized and input information into digital database.
Education
Bachelor of Commerce - Accounting
Indian Academy Degree College
04.2001 - 05.2019
PUC - undefined
Florence PU College
Bengaluru, KA 07.2015 - 07.2016
SSLC - undefined
Al Janoub International
02.2003 - 01.2014
Skills
Best Practice Implementation
Certification
Agile project management (Google)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The best way out is always through.
Robert Frost
Timeline
Agile project management (Google)
12-2023
Technical support advisor
Concentrix services India Pvt. Ltd
11.2020 - 12.2023
Process Associate
Gallagher Service Centre LLP
05.2019 - 10.2020
PUC - undefined
Florence PU College
07.2015 - 07.2016
SSLC - undefined
Al Janoub International
02.2003 - 01.2014
Bachelor of Commerce - Accounting
Indian Academy Degree College
04.2001 - 05.2019
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