Customer Service Technical Support

Shriya Behera

**** ** **** *****, *******, FL ***51

Mobile 954-***-****

E-mail: ***********@*****.***

Career Summary Customer service focused Technical Support Specialist with 2 years and 6 months career experience in help desk environments. Highly adept in quality assurance, software testing, systems analysis diagnostics, troubleshooting and conflict resolution. Exhibit excellent leadership, technical and problem solving skills. Genuine leader that acts upon long and short-term organizational directives. Motivated and enthusiastic educator that fostered a cohesive student learning atmosphere with 1 year and 2 months of career experience as a Junior Lecturer in Engineering College. Excellent communication skills in English.

Education Berhampur University, India.

Bachelor of Engineering Degree in Electronics and Communications.

Stay At Home Sunrise, FL Oct 2006 - Present

Parent Experience Role – Homemaker

Responsibilities include:

-Upskilling, getting trained and certified in Software testing principles and Hadoop based technologies

-Time management:

ovolunteering Activities at Elementary school

oschedule appointments for household chores

omaintain household records

oplan daily meals for family

omaintain household schedule

omulti-task and manage four individual schedules at home

otransporting children to school and after school activity centers

-Conflict Resolution at home

-Problem Solving related to children at home

-Budget purchases for household

Professional Rajiv Gandhi Institute of Technology, Bangalore, India Aug 2005 – Oct 2006

Experience Role – Junior Lecturer

Responsibilities include:

-Prepared daily lectures in accordance with University’s curriculum guidelines

-Determined student grades based on coursework, lab work, quizzes and tests

-Encouraged student participation and provided constructive feedback

-Explored principles and concepts in Electronic Devices

-Facilitated interactive and productive classroom sessions

-Arranged for special demonstration of Engineering concepts

ClientLogic E-services Ltd, Bangalore, India. Jul 2003 – Jan 2005

Role – Product Specialist

Responsibilities include:

-Provided thorough inbound call support and problem resolution for customers

-Displayed courtesy and strong interpersonal skills with all customer interactions

-Strong technical knowledge in troubleshooting customer issues

-Train new employees and explain protocols clearly and efficiently

-Assist Management with service protocol improvements and quality assurance

-Achieved consistent top rankings in monthly metrics including call handling duration and customer satisfaction ratings

-Informed customers about issue resolution progress

VITEOS Ltd, Bangalore, India. Jan 2003 – Jun 2003

Role – Process Associate

Responsibilities include:

-Receiving a list of prospectus customers and making calls to each customer regarding the purchase of telephone package of Telstra, Australia

-Opening the calls with good greetings and confirming the permissions from customers to continue the conversations

-Probing the customers about their current calling needs

-Informing the customers about the advantages of Telstra phone package

-Taking follow ups with frequent callings for customers with busy work schedules

-Consistently achieved more than 10% of the monthly sales target

-Maintaining the sale sheets and reporting it to the supervisors at the end of each day

Core Skills Proficient in Quality Assurance, Software testing, Analytics and Diagnostic Skills, MS Office suite, Java, C++, SQL, Hadoop, PIG, HIVE, Spark, Scala, Python

Certification Big Data and Hadoop Developer

Additional Implemented Big Data Project using PIG Latin over 3 months across 3.5 Billion data points.

Accomplishments

Additional Training ISTQB (International Software Testing Qualifications Board)

REFERENCES AVAILABLE UPON REQUEST

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