Professional SummaryAnalytical Tech Support representative adept at resolving complex issues. Critical thinker who addresses issues quickly and who consistently exceeds performance standard. Level headed and calm in stressful situation with well-developed people skills.
SkillsGoal-orientedPersonnel development
Active listening skills Detail-oriented
Motivated team player Patient and Diligent
Organized and Proactive Excellent customer service skills
Work HistoryCustomer Care Associate – Aditya Birla Minacs
Bengaluru, KA – December 2007 to March 2010
Worked as Customer Care Associate for a US based bank.
Used to handle queries related to customer's credit card account.
Recommended insurance policy for their credit to avoid fraudulent transaction and few products to keep track of their finances.
Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Floor Manager – Beta Electronics
Udupi, KA – May 2010 to February 2011
Worked a Floor Manager for an Electronic Showroom.
Managed staff of 12 sales associates, 1 team leader.
Assigned employees to specific duties to best meet the needs of the store.
Reordered inventory when it dropped below predetermined levels.
Instructed staff on appropriately handling difficult and complicated sales.
Generated repeat business through exceptional customer service.
Conducted store inventories once per quarter.
Client Tech Support Associate – Dell International Services
Bengaluru, KA – June 2011 to August 2013
Worked as Client Technical Support Associate for EMEA region.
Supported the OptiPlex and Latitude for commercial business with Basic Next Business Warranty.
Handled hardware technical queries and assist customer with the same.
Troubleshoot hardware issues, isolate the issue and arrange the part replacement accordingly.
In the span of less than 12 months was moved to a team to support same products with premium warranty.
Handled both hardware and software related issues.
Took a project to reduce the Warranty Cost Metric as an initiative.
Has been awarded as Star Perform of the Month, multiple times.
Client Tech Support Sr.Associate – Dell International Services
Bengaluru, KA – August 2013 to December 2014
Was promoted as a EMEA PLE Dispatcher for Client products.
Used to screen the service call booked by Tech Support Associates.
Provided constant feedback to Tech Support and rectify the errors.
Minimize Call Center Controllable repeats.
Provide information on top call drivers, hot fixes and help the LOB to reduce Warranty Cost Metrics.
Took an initiative to send weekly mailers on Known Issues.
Used to book the SWAP systems and Exchange, once it was approved by SME Team.
Handled calls arranged by Technical Accounts Manager.
Was given a responsibility to be a SPOC for Delta Issues, which involved a weekly Con call with Delta Testing and Development Team.
Enterprise Tech Support Analyst – Dell International Services
Bengaluru, KA – December 2014 to Current
Promoted as Enterprise Tech Support Analyst for EMEA region.
Handled hardware related issues with regards to Enterprise Products with Basic Next Business Day Warranty.
Provide best effort support for software related queries and issues.
Responsible for piloting the Digital Queue.
Had been awarded Bronze Award for efficiently leading the Digital Queue.
Had been awarded Bronze Award for going an Extra Mile to help a customer.
Had been awarded Bronze Award for exceptional performance and keeping all the KPI metrics way below the assigned target.
Present the Team and Individual performance score card in Team meetings.
EducationHigh School – Jawahar Navodaya Vidyalaya
Udupi, KA – 2001
Pre-University College – Bhandarkar’s Arts and Science College
Udupi, KA – 2003
Bachelor of Engineering – University Visvesvaraya College of Engineering
Bengaluru, KA – 2007
CertificationCompTIA A+
Bengaluru, KA – 2012
CompTIA S+
Bengaluru, KA – 2017
