Business Analyst
Resume:
SHAILJA GOEL
Cell: +1-469-***-****
Email: ********@*****.***
PROFILE
Nine+ years of experience which includes Business analyst, Business Process Outsourcing Industry, handling client queries with splendid interpersonal, Self-motivation, and analytical skills, with extensive remarkable communication skills. Performed exceptionally well by demonstrating teamwork with exceptional problem-solving & and interpersonal skills.
QUALIFICATION
BACHELOR OF ARTS: Economics Honors 2005-2008
St. Bedes College, Shimla
10+2: Medical 2002-2003
St. Bedes College, Shimla
PROFESSIONAL EXPERIENCE
Dell Technologies July 2021- March 2023
Web Production Quality Business Analyst, Hyderabad
As a Web Production Analyst, I designed and developed web page layout, user interface graphics, icons, color schemes, and the web infrastructure for new product releases and new web-hosted product offerings. I have worked with subject matter owners and IT to ensure effective, updated, and informative websites.
Participated in the design, specification, implementation, and maintenance of websites.
Implemented and contributed to the development of website-specific standards, policies, and practices.
Worked with stakeholders in design reviews, briefings, and assessments.
Solved complex problems for business stakeholders and be on top of ambitious expectations.
Drove operational excellence through quality closures and efficient management of issues.
Maternity Break Jan 2016- July 2021
Kidzee, Tiny Tot School Sept 2013- Dec 2015
Primary School Teacher, Palampur
As a PRIMARY SCHOOL TEACHER, I am responsible to teach a range of subjects within a prescribed curriculum to primary school students and promote students' social, emotional, intellectual, and physical development.
Teaching literacy, numeracy, social science, creative expression, and physical education skills to primary school students.
Presenting prescribed curriculum using a range of teaching techniques and materials.
Developing students' interests, abilities, and coordination by way of creative activities.
Discussing individual progress and problems with students and parents and seeking advice from Student Counsellors and senior teachers.
Participating in staff meetings, educational conferences, and workshops.
Liaising with parent, community, and business groups.
Maintaining class and scholastic records.
performing extra-curricular tasks such as assisting with sport, school concerts, excursions, and special interest programs.
Supervising student teachers on placement.
eClerx Services Ltd Feb 2013- August 2013 Analyst, Chandigarh
Responsible for providing advanced resolutions and remote diagnostic technical support of Comcast broadband and cable services. Answers questions about installation, operation, configuration, customization, and usage of assigned services. Responsible for following defined policies & procedures. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures to meet the SLA. Documents problems in the support solution database for diagnostics and solution implementation.
●Responds to customer technical problems/issues related to Broadband and cable services.
●Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
●Focuses on delivering a positive customer experience according to Comcast standards.
●Possesses broad knowledge of related processes, disciplines, and/or technologies and their interdependencies.
●Possesses deep technical knowledge in the area of specialization.
●Strive for excellence contributing to business metric goals.
Dell International Services Ltd Jan 2010- Sept 2012
Technical Support Sr. Associates, Chandigarh
Responsible for providing telephone/email/chat, online, social media, and remote diagnostic technical support of desktops, portables, peripherals, and software custom or off-the-shelf software – industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc). Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation.
●Responds to customer technical problems/issues related to hardware, software, and networking via e-mail/chat, online, social media.
●Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
●Remains knowledge of Dell’s product line, current industry products, and technologies.
●Focuses on delivering a positive customer experience according to Dell standards.
●Monitors and tracks issues to ensure accurate resolution.
●May be involved in revenue generation activities with current Dell customers.
●Reviews and distributes pertinent cross-functional information.
●Comprehensive knowledge of a wide range of policies and procedures for the work area.
●Integrates knowledge and experience as a skilled specialist.
●Possesses broad knowledge of related processes, disciplines, and/or technologies and their interdependencies.
●Applies advanced principles, theories, concepts, and technologies as well as knowledge of related disciplines to solve problems and deliver solutions.
●Solves Customer Issues on any product- mostly in warranty Dell desktops and portables like OptiPlex, Latitude, Dimension, and Inspiron Systems.
●Strive for excellence contributing to business metric goals.
IBM- DAKSH - AirtTel International Calling Card Aug 2008-Jan 2010
Customer Care Executive, Chandigarh
●Taking full responsibility for dealing with relevant customer Complaints, queries, and requests for information from the start to the end of the process.
●Responds to customer service inquiries regarding company products, features, and/or services.
●Maintains ownership of customers' issues by ensuring follow-through is made until the issue is resolved.
●Works with various departments to meet maintenance services & support goals through constant process alignment.
●Focuses on delivering a positive customer experience according to company standards.
●Responsible for post-sales service to customers.
●Facilitates customer order fulfillment through strong ownership.
●Provides direct product/service advice and guidance to customers.
●Preparing daily, weekly, and monthly statistical reports as appropriate.
SKILLS
●Good telephone etiquette skills. Strong verbal and written communication skills.
●Ability to communicate over the telephone effectively. Good organizational skills. Knowledge of company products, Customer Service policies, and procedures.
●Able to deal with high-stress situations. Knowledge of computers and navigating open applications.
●Understand what raises the cost per call such as multiple transfers, low FCR, and high AHT. Strong ability to multitask.
●Basic knowledge of MS Office suite of software like MS Word, Excel, and PowerPoint. Knowledge of Basic Computer Hardware, & Troubleshooting.
EXTRACURRICULAR ACTIVITIES
●Stage Anchoring at the college level
●Was a part of college Basketball Team
●Was an active participant in cultural activities
PERSONAL DETAILS
●Father’s Name : Mr. Rajesh Sirkeck
●D.O.B : 3 August’ 1986
●Marital Status : Married
●Ethnicity : Indian
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