Senior Technical and customer experience associate
Dubai, UAE(on Visit visa/ Ends on 30-march-2018)
Senior Technical Support Specialist offering over 5+ years of experience providing technical support utilizing an array of technology. Had started de novo career at OLACABS (ANI technologies ltd) with seamless interfaces with customers and personnel at all levels. Had been moved to Strategic initiatives team as part of career advancement. Started career again at Tech Mahindra pvt ltd for TELSTRA (Australian process) and achieved excellence in client satisfaction, productivity, and profitability. Freelancer.
2017 - 2018
The functions include support the general back office work for the organization if necessary, help with the back office support for the organization and provide aid with steps for sales.
Senior technical support associate
Facilitated network uninstall and reinstall of software for a working without internal IT personnel.
Identified and resolved malfunctions pertaining to system access for agents, collaborating with agents and the engineering/product development teams. Supported customers online to clear the issue and even with tips.
Directed and supported other agents as mentor and subject matter expert in managing escalated issues.
Routinely worked with Tier 3 agents and engineers to troubleshoot and resolve emerging issues.
Discovered inaccuracies caused by technical bugs; reported to management to determine resolution.
Performed comparative research to determine the cause of issues and identify areas needing improvement.
2014 - 2016
Achieved performer of the month for most times in consecutive months at Olacabs. Always used to be on the top performers list in whichever process I had worked as part of my job career.
Acted as an escalation point where difficult or controversial calls are received and coordinated with various to resolve the application related issues.
After the first auspicious offer in Ola, got an opportunity to contribute more. Investigated the scope of improvement in streamlining of the product.
Analyzed Data and build solutions based on insights capture of data. Acted as escalation support whenever there is requirement on immediate basis to fix issues.
Proposed solutions were evaluated in terms of feasibility, cost and performance. To maintain a high degree of customer service for all support queries and adhere to all service management principles
Respond to email messages for customers seeking help Received set of appreciation from the clients.
Had been part of strategic team where we used to monitor the workflow of the competitors.
Troubleshooting Customer Service Technical Support Bookkeeping Quality Assurance Systems Integration
Linux,Windows Unix, Visual Basic, SQL, HTML
Microsoft Office Suite: Word, Excel, Outlook, PowerPoint, Pandora, Siebel, Siiam, CRM, Zoho
2009 - 2013
2007 - 2009
2006 - 2007
Discipline- Computer Science Engineering Aggregate- 61.2%
Discipline- Science(M.P.C) Aggregate- 81.2%
Board of Secondary Education
Discipline- Secondary School Certificate Aggregate- 83.3%
COMPETENCIES AND STRENGTHS
Teamwork Responsibility Commitment to career Commercial awareness Career motivation Problem solving
English – Excellent reading, writing and speaking Hindi- Fluent speaking, reading
Telugu – Mother tongue
Date of Birth Hobbies
27th January 1992 Tech savy, Music,Child Care, Reading, Travelling to new places.
Fast learner, adapt well to changes and Pressures in workplace.
Creative, proactive in any pursuit. Ability to work as a group towards a Common vision
Individual aspiring for new challenging job roles and opportunities, highly driven and motivated to deliver the best results at the workplace and whichever job I am entitled too and wish to aim for career advancement to newer levels every time.