Technical Support Customer

Pranita Bhattarai

** ****** ******, *******, ** 02478

617-***-****

*******.*********@*****.***

Objective:

Provide the best quality service to help the organization achieve its goals

and objectives.

Professional experience:

2005-2010 Worked as Learning & Development Support Coordinator for Hewlett

Packard, Bangalore, India

Part of the Hiring/Recruitment team for two and a half years

Role

. Screened the resumes of job applicants sent by the Sourcing Team of HP

. Conducted telephone and in-person interviews for first level of

screening

. Analyzed the requirements against qualifications of candidates to

match the best candidate with the needs of the organization.

. Conducted follow-up activities with the candidates

. Was part of every sourcing activities organized by HP

. Briefed the candidates during job fair about the responsibilities, as

well as provided a good overview of the company culture and what to

expect when employed there

. Promoted the benefits and advantages of working for the company in an

effort to attract the best and brightest job candidates at job fair

. Coordinated with the other recruitment team members to speed up the

hiring process

. Provided feedback as and when requested to the candidates who were

rejected during the interview process.

Was promoted as Customer Experience Coach (L&D Support Coordinator)

Role

. Coached the Technical Support Representative or the Front Line

Agents(FLAs) on process (internal to HP) and their communication

skills.

. Conducted training for the FLAs and the newly hired candidates.

. Was part of the team who were into developing contents for ISO by

following the specified standards

. Handled a team to help the FLAs improve the Customer Survey Feedback

Scores

. Analyzed the quarterly/monthly/weekly Customer Survey Feedbacks to

improve the scores and provided feedbacks for the technical calls

taken by the FLAs

. Build a good inter-personal relationship with the FLAs and their

reporting managers to help the team improve their scores.

Started my career with HP as a Technical Support Representative for US

customers

Role

. Troubleshoot computer system and network problems, diagnose and solve

hardware/software faults

. Set up new users' accounts and profiles and also dealt with password

issues

. Installed and configured computer hardware operating systems and

applications

. Talked the customers through a series of actions over the telephone

. Mentored the new team members

Education:

. Mount Carmel College, Bangalore University

Masters of Computer Application, 2005

. Bishop Cotton Women's Christian College, Bangalore University

Bachelors of Science in Computer Science, 2001

Computer Skills:

. Operating System UNIX, Windows 9X,Windows XP and Windows

Vista

. Languages C, C++, COBOL, JAVA, Visual Basic, Visual C++

. Web Technologies HTML

. Office Package MS-Office 2003 and 2007

Legal Status:

. Permanent Resident, authorized to work in United States

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