Senior Tech Support Specialist with SLA Excellence

Location:

Posted:

December 27, 2025

Shriya Kaluskar

**, ***** **** *****, ********, ON, L6P3M8 C: 647-***-**** E: **************@*******.***

EDUCATION

YCMOU University – India August 2021

• Bachelor of Computer Application (Graduated with Highest Honours)

• Honour List Award (2021)

• Representative Ambassador for Girl’s Health Education (2016)

PROFESSIONAL EXPERIENCE

Senior Customer Support Associate - Tata Consultancy Services, Pune, India Apr 2023 – June 2024

• Resolved 40+ technical cases daily with 95% SLA compliance, ensuring timely and accurate resolutions.

• Created and maintained knowledge base documentation to reduce recurring queries.

• Supported process improvements that reduced turnaround times by 15%.

• Mentored and trained new associates on escalation handling, communication, and workflow best practices.

• Consistently exceeded performance metrics in responsiveness and service quality.

Customer Support Associate - Tata Consultancy Services, Pune, India March 2022- Mar 2023

• Handled 50+ client interactions daily via calls/emails with 100% compliance to SLA standards.

• Troubleshot technical workflows and escalated critical incidents to senior teams.

• Partnered with cross-functional teams to investigate and resolve complex issues.

• Maintained detailed records for audit readiness and service reporting.

Customer Support Executive - Tudip Technologies, Pune, India Jan 2021 – Feb 2022

• Served as first point of contact for 30+ clients, providing onboarding, training, and technical guidance.

• Ensured SLA adherence for all cases and escalations.

• Authored FAQs and contributed to self-help resources, reducing resolution time by 20%.

• Collected and relayed client feedback to improve product features and service experience.

• Assisted in onboarding new clients, providing training and guidance on tools and systems.

IT Support Projects (Academic Engagement) – YCMOU University June 2018 – Nov 2020

• Assisted faculty/students with IT troubleshooting and system navigation.

• Documented issue logs and contributed to internal knowledge-sharing resources.

• Coordinated with IT staff to escalate unresolved issues while ensuring SLA-style turnaround for common requests.

• Helped train students and staff on using digital tools (portals, communication platforms, MS Office).

• Logged and tracked recurring issues, contributing to knowledge-sharing documents for faster resolution.

SKILLS AND INTEREST

• Documentation & Reporting Tools: Microsoft Word, Excel, Microsoft Teams, Zoom, SharePoint, PowerPoint, Outlook, Report Design, Flowchart Tools

• Data & Analytics (Basic): Power BI

• Prospecting & Lead Qualification: LinkedIn, outbound calls, email campaigns

• Client Engagement: discovery calls, solution positioning

• Communication: outreach campaigns, Client onboarding & training

• Technical Skills: SLA & Case Management, Ticketing Systems, Escalation Handling, Technical Troubleshooting