Pavankumar Vaghela
Etobicoke,Ontario
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
2
2
years of professional experience
Work History
Technical Support Representative
Kelly Connect
Etobicoke, ON
10.2022 - 01.2024
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Communicate electronically with wireless device’ users experiencing difficulties and document problems experienced.
- Enter all call activity into an online technical support database and provide documented information to the knowledge base.
- Follow documentation and training materials to diagnose, resolve and escalate, when necessary, customer calls
- Assist customers who own multiple products that have shared accounts and data
- Warranty Support – Educating customers on available protection plans and warranties and associated repair options
- Physical Damage Repairs – Isolating if it is a hardware issue and setting up a mail in repair or a store appointment.
- Assist with backup of the device before transferring data to a new device and troubleshooting any issues that may arise during the process (music, contacts, Apps, pictures and videos)
Customer Service Representative
Loblaws Superstore
Etobicoke, ON
05.2022 - 10.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Human Resource Management
Centennial Collage
Scarborough, ON08.2022
Hotel, Resort And Restaurant Management
Centennial College
Scarborough, ON12.2021
BBA - International Hotel Management
Dharmsinh Desai University
India05.2019
Skills
- Technical Troubleshooting
- Technical Support
- Product Troubleshooting
- Microsoft Outlook
- Application support
- Data Recovery
- Technical issues analysis
- Complaint resolution
- Software diagnosis
- Access issue resolution
- System Administration
- Mac systems
- LAN/WAN
- Network configuration
- TCP/IP
- Active Listening
- Problem-Solving
- Attention to Detail
- Analytical and Methodical
- Friendly and Patient
- Desktop support
- Software Installation
- Issue Troubleshooting
Languages
English
Full Professional
Timeline
Technical Support Representative
Kelly Connect
10.2022 - 01.2024
Customer Service Representative
Loblaws Superstore
05.2022 - 10.2022
Human Resource Management
Centennial Collage
Hotel, Resort And Restaurant Management
Centennial College
BBA - International Hotel Management
Dharmsinh Desai University