Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Vaibhavi Kawle

North York,Canada

Summary

Driven IT Help Desk Technician and Customer Service Representative from TELEPERFORMANCE and IMARKETTING INC., respectively, I excel in technical support and customer service excellence. Leveraging skills in remote desktop support and effective communication, I've achieved a 95% resolution rate and significantly enhanced user satisfaction. Proficient in troubleshooting, I adeptly manage and resolve complex technical issues, fostering improved system efficiency and user experience.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Help Desk Technician

TELEPERFORMANCE
Toronto, Ontario
08.2023 - Current
  • Provide first-level technical support for users, ensuring prompt resolution of issues related to hardware, software, and networking
  • Resolve 70% of support tickets remotely, utilizing troubleshooting tools and ensuring minimal downtime for end-users
  • Manage and track technical support tickets using ServiceNow (or Zendesk), prioritizing and resolving issues within service-level agreements (SLAs)
  • Support software and system installations, configuration of desktops and laptops, and troubleshooting of operating systems
  • Collaborate with senior IT staff to escalate complex issues and provide timely solutions
  • Offer proactive support and training to users, reducing the number of recurring issues

Customer Service Representative

IMARKETTING INC.
Toronto, Ontario
07.2018 - 08.2023
  • Handled high-volume inbound calls from customers, providing exceptional service, and ensuring prompt resolution of inquiries and issues, maintaining an average call response time of 2 seconds.
  • Provided detailed product and service information to customers, guiding them through available options, promotions, and troubleshooting steps, leading to a 100% increase in customer satisfaction.
  • Resolved customer complaints and concerns in a calm and professional manner, achieving a resolution rate of 95%, and consistently exceeding customer satisfaction targets.
  • Upsold and cross-sold products and services by identifying customer needs and suggesting relevant solutions, contributing to an increase in sales revenue.
  • Logged customer interactions and updated CRM systems (e.g., Salesforce, Zendesk) with detailed notes, ensuring accuracy, and timely follow-ups on all cases.
  • Collaborated with other departments, such as technical support, or billing, to resolve complex customer issues and ensure a comprehensive service experience.
  • Achieved performance goals, including average handle time (AHT), customer satisfaction (CSAT) scores, and first-call resolution (FCR) rates, consistently exceeding departmental benchmarks.
  • Trained and mentored new employees, providing guidance on best practices for handling customer calls, leading to improved team performance, and reduced onboarding time.

Education

Diploma - Hotel, Resort And Restaurant Management

Centennial College of Applied Arts And Technology
Scarborough
08-2017

Bachelor of Commerce -

Sydenham College of Commerce & Economics
Mumbai,india
06-2015

Skills

  • Technical Support
  • Troubleshooting and Problem Solving
  • Customer Service Excellence
  • Remote Desktop Support
  • Operating systems: Windows, Linux
  • Active Directory
  • VPN
  • Remote Access Tools
  • Hardware & Software Installation
  • Communication & Collaboration
  • Software & Tools: Microsoft Office Suite, Office 365, Active Directory, Citrix
  • Ticketing Systems: ServiceNow, Zendesk, JIRA
  • Remote Support Tools: TeamViewer, AnyDesk, LogMeIn
  • PowerShell scripting basics
  • Problem resolution
  • VPN setup

Certification

GOOGLE IT SUPPORT

Timeline

IT Help Desk Technician

TELEPERFORMANCE
08.2023 - Current

Customer Service Representative

IMARKETTING INC.
07.2018 - 08.2023

Diploma - Hotel, Resort And Restaurant Management

Centennial College of Applied Arts And Technology

Bachelor of Commerce -

Sydenham College of Commerce & Economics

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Vaibhavi Kawle