Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Komal Makwana

Summary

Versatile IT professional with strong experience in technical support, customer service, and Agile/Scrum team leadership. Skilled in troubleshooting complex technical issues, managing support operations, and delivering high-quality user experiences. Proven ability to lead cross-functional teams, streamline support processes, and apply Scrum practices to improve service delivery and team performance.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

Kelly Connect
04.2024 - Current
  • Provide comprehensive technical support to clients by troubleshooting and resolving hardware, software, and network-related issues with their iOS, WatchOS and MacOS devices.
  • Manage customer support tickets, track progress, and ensure timely resolution of technical issues, meeting or exceeding team service level goals (SLAs).
  • Provide remote support via phone, email, and web, maintaining consistent and professional communication throughout the resolution process.

Customer Retention Specialist

Majorel
06.2023 - 04.2024
  • Delivered exceptional customer service by resolving technical issues, answering inquiries, and providing product support across various channels (phone, email, chat).
  • Focused on retaining existing customers by proactively identifying potential concerns and addressing them before they escalate.
  • Maintained detailed and accurate records of customer interactions using Salesforce, ensuring that all information was properly documented for future reference and follow-up

Manager

Burrito Boyz
08.2021 - 05.2023
  • Managed daily operations, including staff supervision, customer service, inventory control, and financial performance, ensuring smooth business operations and exceptional customer experiences.
  • Trained and mentored team members to enhance customer service delivery, leading to noticeable improvements in customer satisfaction and overall team performance.
  • Leveraged POS system analytics to track sales patterns and customer flow, enabling data-driven staffing decisions and inventory adjustments that enhanced efficiency and reduced waste.

Software Engineer/ Web Developer

Infolabz Technology
05.2019 - 04.2020
  • Developed and maintained web applications using Agile methodologies, leveraging skills in JavaScript, HTML5 and CSS3 to deliver user-friendly, responsive websites.
  • Collaborated with cross-functional teams to create software solutions that improved customer interaction and overall functionality.
  • Provided technical support to clients by resolving website performance issues, implementing UI/UX enhancements, and addressing coding-related challenges using ticketing tools such as Jira and ServiceNow to manage and track requests efficiently.

Education

Graduate Certificate -

Conestoga College
Kitchener, ON
08-2022

Bachelor in Engineering -

Gujarat Technological University
Ahmedabad, IN
08-2020

Skills

  • Excellent verbal and written communication and interpersonal skills
  • Skilled in workflow optimization and operational efficiency
  • Proficient in Windows, Linux, and Mac OS administration
  • Experienced in HTML5, CSS3, JavaScript (ES6/ES7), Reactjs, and TypeScript
  • Knowledgeable in Zendesk, Salesforce, ServiceNow, and Jira
  • Advanced hardware, software, and network troubleshooting
  • Effective customer retention and problem-solving strategies
  • SLA management and performance monitoring
  • Team leadership, training, and mentoring
  • Strong POS system management expertise

Certification

  • Google IT Support Certification
  • BigFix Foundation (BESFND101) Certified
  • Certified ScrumMaster (CSM)
  • Data Visualization Course – Coursera
  • Advanced Google Analytics – Google Analytics Academy
  • Diploma in Multilingual Computer Programming

Timeline

Technical Support Specialist

Kelly Connect
04.2024 - Current

Customer Retention Specialist

Majorel
06.2023 - 04.2024

Manager

Burrito Boyz
08.2021 - 05.2023

Software Engineer/ Web Developer

Infolabz Technology
05.2019 - 04.2020

Graduate Certificate -

Conestoga College

Bachelor in Engineering -

Gujarat Technological University

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Komal Makwana