Customer Service Desk

EDWIN D’ALMEIDA

790******* **********@*****.*** Mumbai, India

Professional Summary

Dedicated and solution-driven Customer Service Professional with over 3 years of experience in technical and client-facing support. Proven ability to communicate effectively, resolve customer issues efficiently, and deliver high- quality service. Skilled in managing customer expectations, providing product support, and using service desk tools to ensure timely resolution.

Education

HSC (12th) – Maharashtra State Board

Swami vivekanand international school

Completed in 2009

SSC(10th) – Maharashtra State Board

St Anne’s high school

Completed in 2007

Professional Experience

Teleperformance

Customer & Technical Support Executive

Aug 2017 – Jan 2020

Handled customer inquiries and technical concerns with professionalism and empathy.

Assisted users in troubleshooting issues related to payment systems, POS devices, and basic software.

Delivered step-by-step technical guidance over phone and email to ensure problem resolution.

Documented support activity in tools such as Zendesk, JIRA, and

ServiceNow.

Collaborated with team leads and internal departments to provide end-to- end service support.

Maintained customer satisfaction by providing timely follow-ups and clear communication.

Key Skills

Customer Service & Support Communication & Problem Solving Technical Troubleshooting

POS Systems & Payment Issues

Ticketing Tools (Zendesk, JIRA, ServiceNow) Remote Assistance & Guidance

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