Customer Service Help Desk

Sandeep Saini

** ******** ****, **** – L*Z*S*, Tel: 416-***-****, Email: ***********@*****.***

Summary of Qualification: A highly motivated and effective Tier 2 Help Desk Executive at TELUS,

Scarborough, who achieves business goals through effective communication, vast mobile hardware

knowledge, very reliable, technical oriented and lots of self-control and discipline. I am a Management

Graduate with knack for accuracy and team cooperation to achieve both individual and department

goals.

Work Experience:

Tier 2 Help Desk Associate DNA-III @ TELUS Mobility, Scarborough (April 2010 to March 2014)

• Provide Tier II Help Desk Support to both internal front line representatives

and external TELUS subscribers over the phone and through emails and ARS Ticketing systems.

• Accurately and effective identify and analyze the clients individual needs

and requirements and make sure their issue is resolved and full satisfaction is achieved in first call

resolution.

• Always making sure to follow-up with the clients to make sure their issue

has been resolved and no further help or assistance is required.

• To always making sure to meet and exceed the individual, team and

departments metric and SLA requirements.

• Diligently reporting and flagging any current and potential mobile service

issues to Team managers and NOC associates and to make sure urgent action is taken to implement

a fix for the issue.

• Making sure all data related to clients and representatives are noted down in

the system programs accurately and effectively.

• Routinely take training and courses to keep knowledge up to date and

participate in department and team meetings and seminars.

• RED HAT support during new product and system launches.

• Provide support to vendors and dealers through phone, email and ARS

tickets regarding client’s mobile related issues and problems.

• Courteous during interaction with customers and patient in replying,

identifying and providing support to customers and associates.

• Mentoring new associates with system and product training with attention to

detail and professionalism.

• Experienced in Windows XP, Windows 7 and MAC OS X operating

software.

• Expert in Apple, Blackberry and Android mobile operating systems.

• Working on various system tools like Mpathix Voice Mail platform,

Syniverse Crossroads, Acision Messaging and MMS platform, NPAC Query and Port request

software, Knowability and ARS ticketing software.

• Open and always available to participate in any UAT Testing and projects as

required in the department or liaise with other teams and departments during project launch and

testing.

• Proud recipient of many awards, accomplishment’s and client accolades.

Data and Network Associate I-II @ TELUS Mobility, Scarborough (April 2006 to March 2010)

• Handle Client calls related to their technical and handset related issue in a professional manner.

• Making sure all client interaction is on a first call resolution.

• Meeting and exceeding all team metrics and SLA to attain high individual bonus score.

• Attend all scheduled Team Meetings and New Product launch trainings and seminars.

• Participate in Blackberry trainings and keep abreast with any new changes and processes and

practices.

• Log ARS tickets and forward to related teams for their attention after accurately taking down all

client issues description and educating client with approximate issue resolution turnaround times.

• Note the clients account accurately with the related details of their issue.

• Utilize all the tools made available to me in order to make sure the clients issue is resolved

ASAP.

• Maintain composure when dealing with irate clients and use patience and making sure the

clients issue is handled at all times with professionalism.

• Follow-up with the client after issue resolution to make sure they have no other unresolved issue

to take care of increasing their likely hood to recommend to their friends and relatives.

Client Business Analyst @ TELUS Mobility, Scarborough (Oct 2002 to April 2006)

• Answer client calls with accuracy and responsibility making sure all clients inquiries are

answered in a timely manner.

• Noting down the clients account and multitask different client’s requirements and at the same

time adhering to departmental policies and procedures at all time.

• Escalate all client issues to the next level as appropriate.

• Participate in all team meetings and trainings as scheduled in the department and within the

team.

• Empathize with the client and provide all support to them when they call in to report any issues.

• Professionally deal with all intra-departmental and intra-team inquiries at all time.

• Diligently complete all requirements within the department to make sure all personal targets and

metrics are met at all time.

• Provide first level of support to client with relation to their account or bill and contract renewal

questions.

• Keep abreast with all latest changes happening in the field of mobile services so as to answer all

customer questions accurately and with full knowledge so as to gain customer respect and trust.

• Winning various customer accolades due to providing them with exceptional customer service

experience.

Educational Qualification:

• P.G. D.C.M (Post Grad Diploma in Computer Management).

• M.B.A (Masters in Business and Administration)

• B.Com (Bachelors in Commerce)

Interest and Hobbies: Listening to music and watching Movies and keeping abreast with latest

technology.

Contact this candidate