Customer Service Technical Support
Resume:
SANCHIT SAHNI
E-MAIL: *******.************@*****.***
SUMMARY
Dynamic professional with a proven track record in enhancing customer service and technical support across diverse industries. Combines technical expertise with client-focused strategies to achieve superior service and operational excellence. Customer-Centric Approach: Known for a customer-first mindset, effectively resolving complex issues and building strong client relationships. Proven in managing IT onboarding, user training, and maintaining clear communication. Collaborative Leadership: Experienced team player with a solid background in operations management and business development. Successful in coordinating with cross-functional teams to drive strategic goals.
Adaptive Problem Solver: Skilled in navigating fast-paced environments, focusing on continuous improvement and technology adaptation. Excels in identifying and solving problems to boost operational efficiency.
Technical Acumen: Proficient in managing Windows and Mac systems, mobile devices, and CRM platforms (Oracle & Salesforce). Experienced in Microsoft Office 365, network configuration (TCP/IP, VLANs), cloud computing, and IT ticketing systems (ServiceNow, Zendesk).
Core Competencies
● Customer Service Excellence
● Technical Support & Troubleshooting
● Proficient in Oracle and Salesforce CRM Solutions
● Problem Solving & Critical Thinking
● Time Management & Multitasking
● Client Relationship Building
● SABRE 360 Proficient
● Microsoft Office 365 Core Support
● Fundamental Windows & Linux Proficiency
● Adaptability & Continuous Learning
● Network Configuration & Protocol Analysis (TCP/IP, VLANs, Subnetting)
● Virtualization & Cloud Computing Fundamentals
● System Performance Optimization & Tuning
● Automated Software Deployment & Patch Management
● IT Support Ticketing Systems (ServiceNow, Zendesk)
● Product Knowledge
EDUCATION & CERTIFICATION
● COMPTIA A+ Certification
● Ontario College Graduate Certificate, Hospitality A Tourism Management, Niagara College, Welland Campus, Ontario, Canada completed on 05/2022
● Bachelor of Science, IHM Lucknow, India, 2013
● TICO certification
● Hootsuite Social Marketing Certification
WORK EXPERIENCE
Travel Systems Consultant
American Express (AMEX) Oct 2022 – Present
● Provided Multichannel Customer Support: Delivered exceptional service through Sabre Red 360, Oracle email, Jira, and Confluence, addressing diverse customer needs across various channels.
● Customer Inquiry Management: Utilized individualized inquiries to understand and meet specific customer demands, including assisting with travel rebookings, exchanges, and cancellations.
● Technical Troubleshooting: Expertly resolved user-related issues and provided guidance on navigating travel websites and mobile applications, enhancing user experience.
● Travel Planning and Booking: Managed bookings for flights, rental cars, cruises, and hotel accommodations, ensuring a seamless travel experience for clients.
● Optimized Member Benefits: Assisted Card Members in accessing and optimizing Membership Reward points and travel credits.
● Personalized Recommendations: Created tailored recommendations based on the value propositions of new and existing product offers to meet Card Members' needs.
● Stress Management Solutions: Provided effective solutions for unforeseen travel circumstances, prioritizing customer satisfaction and experience. Operations Manager
Burrito Boyz Nov 2020 – Feb 2023
● Enhanced Customer Service: Developed and implemented comprehensive employee training programs to maintain high standards of food service and customer satisfaction.
● Performance Analysis: Utilized key performance indicators, such as guest satisfaction, service volume, and revenue, to evaluate performance and drive operational improvements.
● Health and Safety Compliance: Enforced rigorous health and safety protocols, ensuring adherence to operational standards and regulatory requirements.
● Efficient Staffing and Service: Managed staffing levels during peak hours to ensure prompt and efficient service delivery, optimizing guest experiences. Business Operations Specialist
Amigos Burrito Dec 2018 – Oct 2020
● Built IT Infrastructure: Developed and implemented IT systems and infrastructure from scratch to support and enhance business operations.
● Technology Deployment: Oversaw the integration of technology solutions, including point-of-sale systems, inventory management software, and CRM tools, ensuring smooth and effective operation.
● Financial Management: Managed budgeting and financial planning related to technology investments, optimizing operational performance and cost efficiency.
● Vendor Partnerships: Established and maintained relationships with technology vendors, securing high-quality software and hardware solutions while negotiating favorable terms.
Food Operations Specialist
Burrito Boyz Sep 2014 – Nov 2018
● Food Quality Assurance: Ensured all food and products were consistently prepared and served according to the restaurant’s recipes, portioning standards, and cooking guidelines.
● Equipment Maintenance: Maintained high standards of cleanliness and functionality for all kitchen equipment through regular inspections and adherence to cleaning protocols.
● Staff Motivation and Productivity: Enhanced kitchen staff performance by setting goals to improve productivity and food quality, fostering a motivated and efficient team environment..
● Networking and Telephony: Supported basic office networking tasks (LAN/WLAN, IP Routing, VPN, Firewalling) and office telephony systems (fixed and mobile), enhancing overall IT infrastructure
Business Development & Client Solutions Specialist Spark Media Jan 2013- Aug 2014
● Client Relationship Management: Cultivated and maintained strong client relationships to identify business opportunities and drive revenue growth in the out-of-home advertising sector.
● Strategic Market Expansion: Developed and executed strategic plans to expand market share and enhance brand visibility within target markets, leveraging market research and analysis.
● Tailored Advertising Solutions: Collaborated with cross-functional teams to create customized advertising solutions that addressed clients' specific needs and objectives, ensuring high satisfaction and effectiveness.
● Market Research and Trend Analysis: Conducted thorough market research to identify emerging trends and opportunities for business expansion, adapting strategies to stay ahead of the competition.
● Contract Negotiation and Pricing: Negotiated contracts and pricing agreements to maximize profitability and meet sales targets, achieving optimal outcomes for both clients and the company.
Contact this candidate