Summary
Overview
Work History
Education
Skills
Awards
Accomplishments
Websites
References
Timeline
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Apurv Kohli

Apurv Kohli

Halifax,NS

Summary

Skilled Technical Support Agent offering robust background in troubleshooting, problem-solving and customer service. Strengths lie in communication, technical understanding, and ability to quickly adapt to new technologies. Notable impact made in previous positions through improved efficiency of support processes and heightened customer satisfaction. Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.

Overview

7
7
years of professional experience

Work History

Technical Support Agent

Blue Ocean
Halifax, Nova Scotia
03.2023 - Current
  • - Support day-to-day program operations by helping meet KPIs through quality and productivity-focused tasks.
  • - Deliver supportive, effective coaching and mentoring to fellow agents via both virtual and in-person sessions.
  • - Handle client requests and resolve issues with responsiveness, professionalism, and accuracy to build long-term trust.
  • - Collaborate closely with Real-Time Analysts and workforce teams to ensure consistent service level achievement.
  • - Promote a positive and professional work environment by upholding workplace and client standards.
  • - Contribute ideas for process improvements and team engagement while adapting to evolving technologies, especially within the Splunk platform.
  • - Demonstrate strong judgment and communication during challenging conversations and problem-solving situations.
  • - Prioritize and manage multiple tasks efficiently, pivoting quickly in a fast-paced tech-driven support environment.
  • Collaborated with team to improve knowledge base articles.
  • Resolved customer issues through phone and email support.

Sales Associate

Sydney Call Centre
Sydney, NS
11.2021 - 03.2023
  • - Engaged clients to promote and upsell services, achieving monthly sales targets.
  • - Built strong client relationships through effective communication and personalized service.
  • Assisted customers with product inquiries and service issues.
  • Processed transactions accurately using point-of-sale systems.
  • Managed inventory levels and organized stock for easy access.
  • Engaged customers actively to promote new products and services.
  • Documented daily sales activities and reported to management regularly.

Financial Analyst

Chegg Inc
Delhi, India
10.2018 - 09.2021
  • Utilized data visualization tools to present findings to stakeholders.
  • Prepared detailed reports on financial status of clients' investments.
  • Reviewed financial documents and records to assess accuracy and compliance with applicable laws, regulations, and standards.
  • Analyzed trends in financial performance to identify areas for improvement.
  • Performed quantitative analysis of historical data to identify patterns or anomalies in the data set.
  • Identified discrepancies in financial data and recommended corrective actions to resolve them.

Sales Associate (Internship)

Edwisor
, India
05.2018 - 10.2018
  • - Assisted in lead generation and client communications.
  • - Supported business development and digital outreach initiatives.

Education

Master of Arts - Business Management

Cape Breton University
Nova Scotia, Canada
07-2023

Bachelor of Science - Computer Science

Guru Nanak Dev University
Amritsar, India
07-2018

Skills

  • Analytical & Research Tools:
  • Team collaboration
  • Data analysis
  • Customer relationship management
  • Performance monitoring
  • Ticket management
  • Technical issues analysis
  • Technical support
  • Verbal and written communication
  • Systems analysis
  • Sales & Business Development:
  • B2B/B2C Sales, Lead Generation, Client Retention
  • Digital Marketing:
  • Social Media Campaigns (Facebook, Instagram, YouTube)
  • Email Tools:
  • Mailchimp, Zoho, Benchmark
  • Project & Operations Management:
  • Team Leadership, Task Management, Customer Retention
  • Software support

Awards

- National Student Exchange Program (Japan) – Selected by HRD Ministry (2012), - National-Level Chess Player (2010)

Accomplishments

  • National Level Chess Player

References

Neil, Chappell, nchappell@blueocean.ca, Blue Ocean

Timeline

Technical Support Agent

Blue Ocean
03.2023 - Current

Sales Associate

Sydney Call Centre
11.2021 - 03.2023

Financial Analyst

Chegg Inc
10.2018 - 09.2021

Sales Associate (Internship)

Edwisor
05.2018 - 10.2018

Master of Arts - Business Management

Cape Breton University

Bachelor of Science - Computer Science

Guru Nanak Dev University

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Apurv Kohli