Pratiksha S M
Mississauga,ON
Summary
Solution-focused Technical Advisor known for productivity and efficient completion of tasks. Specialize in system diagnostics, technical support strategies, and customer relationship management. Excel at communication, problem-solving, and adaptability, ensuring seamless operations and client satisfaction.
Overview
6
6
years of professional experience
Work History
Technical Advisor
Transcom
Mississauga, Ontario
07.2024 - Current
- Provided technical assistance to clients by troubleshooting system problems.
- Collaborated with employees to evaluate new software performance and reach technical requirements.
- Collaborated with IT teams to develop solutions for complex technical issues.
- Authored technical documentation, including system design specifications, user manuals, and maintenance guides.
- Established and maintained strong client relationships through exceptional problem-solving and technical support.
- Performed troubleshooting activities to identify root cause of system issues.
- Provided technical advice and guidance to clients on complex IT systems.
Customer Support Specialist
Global Payments - TSYS Managed services
Toronto, Ontario
05.2022 - 01.2024
- Recorded all customer interactions into the database system accurately and completely.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Participated in team meetings to discuss strategies for improving customer experience.
- Maintained positive working relationship with fellow staff and management.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Student Success Project Specialist
BYJU'S - The learning App
Bengaluru, India
06.2020 - 10.2021
- Collaborated with marketing team to develop promotional strategies for renewals.
- Submitted budget estimates, progress reports and cost tracking reports.
- Performed research into industry trends in order to develop innovative solutions for improving processes within the organization.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
- Negotiated terms of agreements with existing customers.
- Implemented best practices for upselling and cross-selling products.
- Prepared reports on sales performance metrics, such as renewal rates and revenue growth.
- Analyzed sales performance and service feedback to drive organizational and operational changes for greater profitability.
- Maintained accurate records of student interactions utilizing a variety of software applications.
- Analyzed trends in enrollment data to make projections about future enrollment patterns.
- Interpreted data from surveys, interviews, focus groups, and other sources to inform programming decisions.
Project Specialist
Pragathi CNC solutions
Bengaluru, India
08.2018 - 04.2020
- Developed and updated project plans to document objectives, technologies, schedules, and funding.
- Identified project needs by reviewing project objectives and schedules.
- Created presentations for senior leadership on the project's objectives and achievements.
- Implemented change management strategies throughout projects including developing training materials and providing guidance on best practices.
- Produced thorough, accurate and timely reports of project activities.
- Negotiated with project stakeholders or suppliers to obtain resources or materials.
- Identified potential risks associated with projects and developed strategies to mitigate them.
- Developed product specifications, negotiated contracts and managed timelines.
- Conferred with project personnel to identify and resolve problems.
- Submitted project deliverables to clients, consistently adhering to quality standards.
Education
Post-Graduate Diploma - Big Data Analytics
Georgian College of Applied Arts And Technology
Barrie, None06-2023
Post-Graduate Diploma - Project Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON04-2022
Bachelor of Science - Engineering
Visvesvaraya Technological University
Bengaluru, India 06-2018
Skills
- Analytics
- Customer support
- Technology background
- IT troubleshooting
- Operational documentation editing
- Remedial training design
- Technology roadmap design
- Technical training leadership
Timeline
Technical Advisor
Transcom
07.2024 - Current
Customer Support Specialist
Global Payments - TSYS Managed services
05.2022 - 01.2024
Student Success Project Specialist
BYJU'S - The learning App
06.2020 - 10.2021
Project Specialist
Pragathi CNC solutions
08.2018 - 04.2020
Post-Graduate Diploma - Big Data Analytics
Georgian College of Applied Arts And Technology
Post-Graduate Diploma - Project Management
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Science - Engineering
Visvesvaraya Technological University
Similar Profiles
Nahian MajidNahian Majid
Helpdesk Support at TranscomHelpdesk Support at Transcom
Alejandro SanchezAlejandro Sanchez
Customer Service Specialist at TranscomCustomer Service Specialist at Transcom
SHAKIA PREASESHAKIA PREASE
CSR at TransComCSR at TransCom
Nikki MikellNikki Mikell
Remote Customer Experience & Technical Support Specialist at TranscomRemote Customer Experience & Technical Support Specialist at Transcom
Shehroze HussainShehroze Hussain
Crew Team Member at Churchill Meadows Community CentreCrew Team Member at Churchill Meadows Community Centre