SHILPA RANJITH
Mississauga,ON
Summary
A diligent team member and motivated individual with a good work ethic and has the courage to take on difficult challenges. Very much enthusiastic goal oriented individual with problem solving skills. Focused on providing a high degree of customer satisfaction ranging from operations and technical support to sales and analytics. Due to the inclination towards working with people, it has also enabled me to be a valuable resource as a trainer and mentor to new hires.
Overview
4
4
years of professional experience
Work History
Floor Support Specialist PRO
Concentrix
01.2023 - Current
- Provides advise to internal technical support advisors in response to identified difficulties.
- Mentored new training classes in different departments for client, with each classes up to 20 new hires.
- Understood team concept and worked closely with team to positively impact responsiveness, timeliness and quality.
- Identifies areas of improvements for new hire, coach them toto meet client's requirement in terms of quality compliance for continuous improvements.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Technical Support Specialist II, Service PRO
Concentrix
10.2022 - 01.2023
- Trained in all four departments for client starting from technical team to agreement team for warranty.
- Initiates dispatch procedure for hardware pickup/shipment as appropriate.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Promoted and sold agreements/insurance and client's service packages to customers for their device.
- Analyzed customer requirements and promoted new technologies to customers to help them make better decision.
- Dealt with cancelling and refunding agreements/insurance.
Technical Support Advisor II, Service 3
Concentrix
05.2021 - 10.2022
- Actively perform troubleshooting of basic to complex
customer issues varying from hardware, software and
network issues for Avalon products. - Actively participate in activities to increase customer
satisfaction and business performance. - Promoted and sold agreements/insurance and client's service packages to customers for their device.
- Analyzed customer requirements and promoted new technologies to customers to help them make better decision.
Customer Service Advisor II
Concentrix
01.2021 - 05.2021
- Promoted and sold different packages of tax software to customers for efficient tax filing.
- Provided customer support for H&R block tax software by troubleshooting software errors through chats and phone calls
- Processed refunds and clear billing related queries.
Technical Support Advisor
Concentrix
09.2020 - 01.2021
- Worked as Virtual Reality Technical Support Advisor for Oculus by responding to customer's emails, analyze, diagnose and resolve any problems or concerns.
- Troubleshooting basic customer issues including hardware, software, payment and shipping issues.
- Process hardware repair services and software refunds.
- Assisted team lead in coaching and mentoring new hires to meet client's requirement in terms of quality compliance for continuous improvements.
Fashion Associate
Walmart
03.2020 - 05.2020
- Processing and stocking all fashion merchandise,
zoning the department, replenishing, and merchandising seasonal merchandise - Responding to customer requests for information and
service and assisting them in locating merchandise.
Cashier
Walmart
06.2019 - 03.2020
- Processing payments using credit, debit, and Walmart
master card and Proficient in scanning coupons, processing payments, and applying discounts. - Handling self-checkout counters and helping customers
complete their purchases. - Promoted and sold 10-15 Walmart MasterCard to customers during the course of work.
Education
Post Graduate Diploma - Operations Management
Fanshawe College
London, ON08.2020
Post Graduate Diploma - Electronics And Embedded Systems Development
Fanshawe College
London, ON12.2019
Bachelors of Technology - Electronics And Communication Engineering
SAINTGITS College of Engineering
Kerala, India05.2018
Skills
- Self-Leadership
- Attention to detail & Active listening
- Strategic Thinking
- Team Player
- Adaptable & Quick Learner
- Expertise in SQL & SAP ERP
- Microsoft Office
- Goal & Solution Oriented
- Multi-channel customer service
- Experience in Google forms and sheets
Accomplishments
- Got an award for best performer for maintaining customer satisfaction above 95% and complying to quality standards above 90%.
- Nominated for most improved employee of the quarter and for best floor support on the production floor.
Timeline
Floor Support Specialist PRO
Concentrix
01.2023 - Current
Technical Support Specialist II, Service PRO
Concentrix
10.2022 - 01.2023
Technical Support Advisor II, Service 3
Concentrix
05.2021 - 10.2022
Customer Service Advisor II
Concentrix
01.2021 - 05.2021
Technical Support Advisor
Concentrix
09.2020 - 01.2021
Fashion Associate
Walmart
03.2020 - 05.2020
Cashier
Walmart
06.2019 - 03.2020
Post Graduate Diploma - Operations Management
Fanshawe College
Post Graduate Diploma - Electronics And Embedded Systems Development
Fanshawe College
Bachelors of Technology - Electronics And Communication Engineering
SAINTGITS College of Engineering