Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

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, ON
08.2020

Post Graduate Diploma - Electronics And Embedded Systems Development

Fanshawe College
London, ON
12.2019

Bachelors of Technology - Electronics And Communication Engineering

SAINTGITS College of Engineering
Kerala, India
05.2018

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
SHILPA RANJITH