HIREN PATEL
Atlanta,USA
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Desk Support Officer
Trust Payments
01.2022 - 05.2023
- Spearheaded service excellence resulting in remarkable increase in customer satisfaction and operational efficiency. Delivered outstanding technical support to diverse clientele of over 15,000 end-users, achieving impressive satisfaction rating exceeding 90%.
- Distinguished leadership within US Service Desk Team, achieving top performance in critical metrics including highest volume of tickets touched and resolved, unparalleled one-touch ticket resolutions, rapid call pick-up response time, minimal hold duration, and unparalleled customer satisfaction rating. Integral to driving remarkable 25% enhancement in team efficiency.
- Successfully retained two high-value accounts, generating over $100,000 in revenue, through adept utilization of technical expertise and de-escalation skills. Restored client confidence by promptly addressing ignored technical issues, reaffirming trust and ensuring continued partnership.
- Played pivotal role in successful launch and support of innovative payment solutions (TRUATL) and web-based payment service (Stor). Provided invaluable input for support documentation, significantly enhancing quality of customer service and ensuring seamless adoption by clients.
IT Support Specialist
Days Inn & Suites
09.2020 - 12.2021
- Orchestrated remarkable 50% surge in revenue by cultivating and nurturing client relationships, coupled with consistent track record of daily vacancy fulfillment. Concurrently, drove substantial 21% improvement in operational efficiency, optimizing processes and workflows to streamline operations.
- Effectively managed and nurtured relationships with two key VIP clients, leveraging technical expertise and exceptional communication skills to deliver tailored solutions and exceed expectations consistently. Cultivated strong business partnerships, enhancing client satisfaction and loyalty.
- Led and directed diverse support team, ensuring prompt and efficient assistance across multiple disciplines. Fostered culture of excellence and accountability, resulting in consistently high levels of customer satisfaction and contributing significantly to sustained expansion of business operations.
Assistant Manager
Freshco
09.2015 - 07.2020
- Championed optimization of task management, personnel oversight, and time allocation strategies, culminating in remarkable 25% surge in weekly sales in 2018 and subsequent 28% increase in 2019. Implemented innovative approaches to enhance productivity and drive revenue growth.
- Provided effective leadership to team of 6 clerks, ensuring strict adherence to health and safety protocols, streamlined inventory management processes, and seamless store operations. Maintained high standards of performance and compliance to uphold operational excellence.
- Successfully elevated operational efficiency and fostered revenue growth by implementing strategic task management, personnel oversight, and targeted training initiatives. Implemented measures to enhance productivity and maximize sales performance, resulting in tangible improvements across key performance indicators.
Education
Bachelor of Science (BSc) in Kinesiology and Health Science -
York University
Toronto, ONSkills
- Hardware and Software Troubleshooting
- Customer Service Excellence
- Cross-functional Collaboration
- Azure Services
- Client Relationship Management
- Network Fundamentals
- Risk Management
- Incident Response
Certification
CompTIA A+ - Certifies basic IT skills in hardware and software, CompTIA Security+ - Validates expertise in cybersecurity, AZ-900 - Demonstrates foundational knowledge in Microsoft Azure, CCNA (April 2024) - Proves proficiency in networking and Cisco technologies.
Timeline
Service Desk Support Officer
Trust Payments
01.2022 - 05.2023
IT Support Specialist
Days Inn & Suites
09.2020 - 12.2021
Assistant Manager
Freshco
09.2015 - 07.2020
Bachelor of Science (BSc) in Kinesiology and Health Science -
York University
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