Manpreet Kaur

Responsibilities:-

• Providing Level 1 Technical Support for the POS system to the clients via telephone and remote access to perform analysis and determine client problems and document these issues.
• Resolve issues related to but not limited to networking Switches and Routers, hardware POS workstations, Laptops, Printers, Cash Drawers, Chase, Square, Moneris, Worldpay, WePay Debit/Credit pin-pads and their respective software.
• Using Five9, Omni Channel, Salesforce, Playvox, Slack, Agent Access (Cloud), Reservation tools to manage systems and providing support to users.
• Creating tickets and escalating the tickets to level 3 if needed to resolve the bugs in the software and to provide solutions for network and system related issues.
• Perform system optimization on workstations and troubleshooting Operating systems like Windows XP, 7, 8, 10, 11, macOS and iOS.
• Maintained constant communication and worked with Software/ Hardware such as Epson, Star Micronics, Cisco, Bookenda, Roam Portal, WePay and third party integrations Whisk, 7 Shifts, Slack, Marginedge, Deliverect.
• Perform manual Software testing and Hardware testing to help manage efficient deployments and eliminate bugs in the UAT sessions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Installed, configured and maintained computer systems and network connections.
• Managed and prioritized multiple projects simultaneously, worked independently and drove results.

Achievements: -

• Actioned pending cases by conducting audits and reduced team backlog by 8-10%.
• Aced the customer feedback and turned them into raving fans by maintaining a CSAT score of more than 90%.
• Managed an average of 10-15 cases per day.
• Worked with a team of at least 30 people on regular basis, practicing multitasking and effective communication.

Responsibilities :-

• Providing technical support for SHAW communications clients and troubleshooting guidance pertaining to TV, Internet and printer services.
• Remotely manage the installation and testing for new internet modems and Tv cable boxes.
• Working knowledge of supporting remote users (Citrix/VPN type tools).
• Working knowledge of Active Directory, Windows 7/10, Microsoft productivity applications.
• Detailed incidents resolution provided to users via Service Now ticketing system tool.
• Experience supporting Outlook 2010 and/or Windows live mail, Office365 and Thunderbird, Mac Mail etc.
• Perform minor configuration and troubleshooting on end-user devices and technologies -MacBook, iPad, and cell phones
• Using Cisco Finesse, Start, CBS tools to manage systems and providing support to users.
• Netcracker tool is being used to troubleshoot system errors while troubleshooting the installation issues.
• Perform basic troubleshooting on switch ports configuration to check for possible misconfigurations and possibly minor changes to the configuration.
• An ability to navigate multiple computer systems, troubleshoot, and resolve customer issues in a timely manner.
• Documenting and recording all interactions, such as phone calls, emails, chat, and social media - to monitor and analyze customer experience.
• Sense of urgency and emotional intelligence with sound judgment, positive and calm composure under pressure and valuable conflict resolution skills.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Translated complex technical issues into digestible language for non-technical users.

Responsibilities: -

• Assisted the manager in day-to-day operations such as scheduling, inventory management, and staff training.
• Oversaw customer service and employee performance to ensure high-quality experiences for all customers.
• Conducted various administrative tasks such as data management, reporting, and preparing financial statements.
• Rotated merchandise and displays to feature new products and promotions.
• Walked through store areas to identify and proactively resolve issues negatively impacting operations.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Assisted in recruiting, hiring and training of team members.
• Reported issues to higher management with great detail.
• Observed each employee individual strengths and initiated mentoring program to improve areas of weakness.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Achievements: -

• Successfully trained and on-boarded 7 new staff members within a period of 6 months, leading to better performance and higher customer satisfaction rates.
• Developed and implemented a new inventory tracking system that resulted in a 15% reduction in stock loss and improved tracking and reporting processes.