Sivaneswaran Saravanan
Montreal,QC
Summary
Dynamic professional with a robust background in sales, customer service, and technical support. Proficient in fostering customer relationships, addressing customer needs, and delivering top-notch service. A seasoned Customer Sales Representative with a decade of experience selling TELUS products to a diverse customer base and adept at securing competitive pricing. Demonstrates a dedication to nurturing enduring client and vendor partnerships.
Highly skilled in troubleshooting computer hardware and software issues within customer-centric settings. Possesses extensive knowledge of standard operating systems, networking protocols, and technical support processes. Capable of effectively resolving intricate technical challenges and implementing innovative solutions. Technology-driven individual with a strong customer focus, excelling in providing network and software support while optimizing system performance and enhancing security measures for an unparalleled user experience.
Overview
19
19
years of professional experience
Work History
Customer Sales Representative
Telus Communications
07.2023 - 03.2024
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Trained new employees on customer service, money handling and organizing strategies.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Utilized various CRM tools effectively to track, manage and analyze customer interactions and sales data for more informed decision making.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Conducted thorough research on competitor offerings regularly, staying informed about industry trends and using this knowledge strategically during sales interactions.
- Recognized as top performer within sales team due to consistent achievements in meeting or exceeding targets month over month.
- Upsold additional products or services when appropriate, contributing to higher average transaction values per sale.
- Provided professional services and support in dynamic work environment.
- Self-motivated, with strong sense of personal responsibility.
Level 2 Technical Support Representative
Telus Communications
07.2012 - 07.2023
- Maintained expert knowledge of company products and services through regular participation in product training sessions and staying current on industry trends.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Responded to customer inquiries and provided technical assistance over phone.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Enhanced customer satisfaction by effectively resolving technical issues through phone, email, and chat support.
- Responded promptly to incoming sales leads and requests for technical support.
- Reduced repeat calls by providing clear explanations of complex technical concepts to non-technical customers.
- Ensured that all critical issues were documented and escalated appropriately, leading to a more efficient resolution process.
- Upheld company security protocols by diligently verifying customer account information before providing assistance or making changes.
- Boosted first-call resolution rates by proactively addressing potential future issues during initial customer interactions.
- Assisted with updating technical support best practices for use by team.
- Tested new software and hardware prior to deployment.
- Used ticketing systems to manage and process support actions and field technician dispatch request.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Exceeded performance metrics for call quality, problem resolution rate, and customer feedback scores through proactive communication and thorough followup.
- Installed, configured and maintained computer systems and network connections.
- Monitored systems in operation and quickly troubleshot errors.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
Remote Technical Support
Computer Science Corporation (CSC, Montreal)
01.2012 - 07.2012
- To record user information, verify and update in helpdesk via REMEDY
- To perform problem troubleshooting via phone Performing troubleshooting and investigating complex technical issues and maintain 85% First Call Resolution (FCR)
- Provides second-tier support to end users for Desktop/Notebook/Handheld hardware and software issues.
- Troubleshoot issues with Mainframe, SAP, Lotus Notes, Outlook, Microsoft Office suite products, Account management and VPN
IT Support Technician
IMPSA (M) SDN BHD
10.2008 - 11.2011
- Installing, configuring, and maintaining Windows (2003-2008), Desktop PCs, Notebook, Network Printers, Troubleshooting of any issue related to Hardware/Software
- Active Directory, Exchange 2007, BES Administration
- System Administration - Aranda/Kaseya
- Performing troubleshooting and investigating complex technical issues
- Monitoring trouble ticket queues for issues and responding promptly to them.
- First and second line support for staff in Malaysia branch office, ( software, hardware and networks),troubleshooting, administration and support at all levels
Remote Technical Support Specialist
IBM (Regional Contact Center)
01.2005 - 10.2008
- Specialist supporting IBM products such as IBM X-series servers, Think center line of desktop computers, ThinkPad laptops and peripheral products such as modems, network interface cards, Docking station, drives, scanners and other peripheral devices
- Provided remote support to on-site engineers
- Solved customer problems and escalations on daily basis
- Shift patterns and provided technical out of hours and disaster recovery support
- Ensured SLA were meet, focusing heavily on system availability and resolution of problems
Education
BSc. Information Technology -
Midas College (Twinning), Kuala Lumpur, WP Malaysia
United Kingdom09.2004
Skills
- Interpersonal Communication
- Inbound Call Management
- Product Knowledge
- Task Prioritization
- Sales Techniques
- Time management abilities
- Customer Engagement
- Complaint resolution
- Interpersonal Skills
- Excellent Communication
- Attention to Detail
- Data entry proficiency
- Active Listening
- Problem-solving aptitude
- POS Systems
- CRM software expertise
- Effective Communication
- Order Processing
- Intuit QuickBooks
- Technical Support
- Hardware upgrades
- Device Installation
- Service Desk Team Management
- Server maintenance
- Equipment Repair
- Staff education and training
- Hardware and Software Configuration
- Network Administration
- Account Administration
- System Configuration
- Remote Diagnostics
- Data Recovery
- TCP/IP
- Network diagnostics
- Technical Troubleshooting
- Desktop support
- Help Desk Support
Accomplishments
- Liaison with third party service providers and ensuring correct solutions are delivered to pre-assigned budgets.
- Researched and reviewed existing budgets an presented a more cost effective plans for infrastructure and support expenditure.
- Several WOW Championship award on excellence customer service and Technical support.
- Best Employee in Customer First Championship award.
- Resolved product issue through consumer testing.
- Supervised team members.
References
Available upon request
Languages
English
Full Professional
Malay
Native or Bilingual
Tamil
Native or Bilingual
Timeline
Customer Sales Representative
Telus Communications
07.2023 - 03.2024
Level 2 Technical Support Representative
Telus Communications
07.2012 - 07.2023
Remote Technical Support
Computer Science Corporation (CSC, Montreal)
01.2012 - 07.2012
IT Support Technician
IMPSA (M) SDN BHD
10.2008 - 11.2011
Remote Technical Support Specialist
IBM (Regional Contact Center)
01.2005 - 10.2008
BSc. Information Technology -
Midas College (Twinning), Kuala Lumpur, WP Malaysia
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