Technical Support Account Manager
Resume:
WORK EXPERIENCE
To establish a successful and fulfilling career in a field that aligns with
my passions and allows me to utilize my skills and expertise to make a positive impact. I strive to continuously learn and grow, taking on new challenges and responsibilities that will help me further develop my professional abilities. Ultimately, my goal is to contribute to the success and growth of an organization while also achieving personal and professional satisfaction.
SHANTINI SIVAKUMAR
EDUCATION
DIPLOMA IN NURSING
Windfield International College
DIPLOMA IN BUSINESS
ADMINISTRATION
Segi College Subang Jaya
TECHNICAL SUPPORT 2016 - Present
AT & T Worldwide Network Services
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Job description :
Provided expert technical assistance to customers through various channels, such as phone, email, and chat.
Resolving hardware and software problems.
Guided customers through the installation, configuration, and troubleshooting processes on both Windows and macOS platforms. Conducted remote diagnostics and utilized advanced troubleshooting tools to swiftly identify and resolve network connectivity issues.
Documented all customer interactions, including technical details, solutions provided, and necessary follow-up actions. Following up with clients to ensure the problem is resolved. Maintain client confidence by keeping their information confidential Collaborated closely with the development team, effectively identifying and escalating software bugs and suggesting enhancements based on valuable customer feedback.
Successfully addressed a wide range of technical issues related to hardware, software, and network systems, always ensuring clear and comprehensible communication.
Actively collaborated with cross-functional teams to collectively tackle technical challenges and enhance system performance. Phone
**************@*****.***
CONTACT
Address
Negeri Sembilan, Malaysia
www.linkedin.com/in/
shantinisivakumar
in
LANGUAGE
• English
• Malay
• Tamil
• Malayalam
ACCOUNT MANAGER 2011 - 2014
HSBC Data Processing
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Job description :
Develop and execute account plans that outline the goals and objectives for each client.
Conducting thorough research and analysis to identify potential growth opportunities and developing strategies to capitalize on them. Monitoring and evaluating the performance of their accounts, providing regular reports and updates to both the clients and internal stakeholders.
Stay up-to-date with industry trends and developments to provide valuable insights and recommendations to their clients. Serve as the main point of contact for their clients, ensuring that any issues or concerns are addressed promptly and effectively. PERSONAL SKILLS
• Communication
• Time Management
• Problem Solving
• Leadership
• Teamwork
• Adaptability
• Attention to Detail
AREA OF EXPERTISE
INDUSTRY
• Commercial Bank
• E-Commerce & Retail
• Telecommunications
• IT service & Consulting
• Payment Solution
FUCTIONAL
• Banking Regulatory
• Troubleshooting and issue
resolution
• Product knowledge & expertise
• Escalation management
• E-Payment/e-KYC
• Dispute & chargeback
• Customer relation management
• Policies, Procedures and
Controls
• Cross-functional collaboration
• Operational improvement &
training
TECHNOLOGY
• Agent Desktop
• Compass Gold
• Electronic Fund Transfer
• MS Office Suite
• Zendesk
• WEBEX
• Publisher
• OneDrive Networkin
OPERATIONAL SPECIALIST 2010 - 2011
Scicom (MSC) Berhad
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Job description :
Identifying areas for improvement and implementing strategies to increase efficiency and productivity.
Analyzing data, conducting research, and collaborating with other departments to streamline operations.
Track key performance indicators (KPIs), analyze trends, and provide regular reports to management on the status of operations. Stay up-to-date with industry best practices and legal requirements, and work closely with stakeholders to implement necessary changes.
Work closely with project teams to define objectives, allocate resources, and monitor progress.
Communicate with stakeholders to ensure that projects are delivered on time and within budget.
REFERENCES
HAIZRUL IZWAN
Department Manager AT&T Worldwide Network Services Contact : +6-03-831*****
KHOO CHUN KIAT
Assistant Manager Scicom Sdn Berhad
Contact : +6 03 -21621088
SHAMINI JOHARAJA
Assistant Manager Trainer HSBC CCSS Trainer
Contact : +603********
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