Bhvya Walia

• Assist clients with software and hardware-related inquiries, ensuring effective problem resolution
• Troubleshoot help desk tickets using ServiceNow, logging all incoming requests and documenting detailed service requests in the system.
• Answer, evaluate, and prioritize incoming telephone calls, voicemails, and email system requests
• Manage problem recognition, research, isolation, resolution and follow-up on all
  tickets/requests.
• Escalate complex or unresolved issues to higher-level support teams or specialized technicians.
• Maintain network user security profiles, including passwords and systems access.
• Perform work on revolving day/night shifts.

Key Achievements:-

• Consistently resolved an average of 30 service tickets per day, achieving high levels of client satisfaction.
• Maintained client satisfaction rating of 98%, reflecting outstanding service and support.
• Improved support processes by incorporating client feedback, leading to a 10% increase in satisfaction ratings.
• Enhanced ticket management, resulting in a 15% reduction in average resolution time.

• Provide daily support to over 40 online clients, addressing technical issues related to the Pay2Day website and app.
• Provided comprehensive support to online clients for the Pay2Day website and app, addressing technical issues, managing user accounts, and ensuring a seamless user experience.
• Managed user accounts on the Pay2Day platform, including assisting clients with financial transactions, withdrawals, transfers, and updating account information.
• Guided clients through security management tasks, such as password changes and updating security information, in adherence to rigorous security protocols.
• Maintained documentation of resolved issues, troubleshooting steps, and solutions, facilitating efficient knowledge sharing within the team and enhancing future support efforts.
• Actively received and responded to client inquiries through various communication channels, including calls, emails, and text messages.

Key Achievements:-

• Achieved 95% customer satisfaction rate by resolving technical issues for over 40 online clients daily.
• Provided comprehensive support, managing user accounts and ensuring a seamless experience on Pay2Day website and app.
• Enhanced team efficiency by maintaining thorough documentation of support issues and solutions.
• Demonstrated excellent customer service by actively responding to client inquiries through various communication channels.