Summary
Overview
Work History
Education
Skills
Timeline
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Riya Bansal

Toronto,ON

Summary

Dynamic Technical Support Advisor with a proven track record at Teleperformance, excelling in customer service and problem resolution. Adept in Oracle CC&B and skilled in critical thinking, I enhanced customer satisfaction through effective issue resolution and process improvements, ensuring seamless operations and robust client relations. Passionate about technology and dedicated to continuous learning.

Overview

6
6
years of professional experience

Work History

Technical Support Advisor

Teleperformance
Toronto, Ontario
10.2023 - Current
  • Always provide excellent customer service by resolving customer queries with regard to the installation, operation, and maintenance of products and applications, as well as any other queries.
  • Problem solving to help customers resolve issues on the first call.
  • Build and maintain positive customer relations by offering personalized solutions, and ensure requests are handled appropriately by coordinating with various functions within the company. Schedule service calls and follow up with customers and clients.
  • Troubleshoots and resolves issues using established diagnostic tools and procedures. Escalates customer issues as required.
  • Responsible for accurate data input using prescribed applications.
  • Perform other related duties and assignments as required, and as assigned by the supervisor or manager.

Microsoft Expert

Best Buy
Waterloo, Ontario
11.2022 - 09.2023
  • Demonstrate deep expertise in Microsoft product portfolio, including software like Windows and Office, and hardware such as Xbox consoles.
  • Enhance sales by providing exceptional customer service, performing product demonstrations, and guiding customers through features and benefits to meet their needs.
  • Lead product training sessions for team members, significantly improving store-wide knowledge and sales techniques for Microsoft products.
  • Participate in continuous learning provided by Best Buy and Microsoft to stay updated on the latest technology trends and product features.
  • Collaborate with the marketing team to support promotional events and product launches, ensuring successful execution and alignment with corporate goals.

Associate Consultant

Wipro
Bengaluru, India
11.2019 - 12.2021
  • Managed customer accounts and resolved billing inquiries, ensuring timely and accurate processing of payments and adjustments.
  • Utilized CC&B software to handle complex billing scenarios, including disputes, refunds, and account reconciliations.
  • Implemented process improvements that reduced billing errors and improved customer satisfaction scores.
  • Conducted regular audits of billing practices and systems to identify discrepancies, and recommend corrective actions.
  • Coordinated with cross-functional teams to streamline the integration of new billing features and enhancements.
  • Worked with Java, MySQL, and database to make small changes in customer care and billing (CC&B) software for the USA according to the client's requirements.
  • Experience in unit, integration testing, and then deploying the code in non-production and production environments.
  • Weekly meetings with clients to give them updates and add further requirements to their requests.
  • Doing daily activities to monitor the health of the software is up to par, and all code is running fine without any failures.

Technical Analyst(Intern)

HCL Technologies
, India
01.2019 - 10.2019
  • Provided robust client communications and support, resolving issues swiftly and effectively.
  • Led a project on automating routine checks with Unix shell scripts, enhancing system reliability, and operational efficiency.
  • Responsible for the maintenance, configuration, and reliable operations of computer systems, network servers, and virtualization.
  • Supporting, as well as monitoring, the tickets on the ServiceNow portal.
  • Collaborated with internal teams and external stakeholders to effectively coordinate virtual and in-person meetings, ensuring meticulous preparation and advanced dissemination of all requisite materials.
  • Helped with creating flowcharts, managing audits, and making sure the new GRC tool service now fits in with our work.

Education

Post Graduate Diploma - Computer Application Security

Conestoga College Institute of Technology And Advanced Learning
Waterloo, ON
08-2023

Post Graduate Diploma - Wireless Telecommunications

Humber College
Toronto, ON
08-2022

Bachelors of Technology - Information Technology

Dav Institute of Engineering And Technology
India
06-2019

Skills

  • Networking: LAN, WAN, and IPv4, IPv6, DHCP, DNS handshake
  • Competencies: teamwork, leadership, analytical skills, critical thinking, adaptability, and customer support
  • Oracle CC&B, billing dispute resolution, Java and MySQL, software testing, process improvement, and error reduction, monitoring software health
  • Technical skills: data analysis, hardware configuration, software installation, network administration, debugging, incident management, and security protocols

Timeline

Technical Support Advisor

Teleperformance
10.2023 - Current

Microsoft Expert

Best Buy
11.2022 - 09.2023

Associate Consultant

Wipro
11.2019 - 12.2021

Technical Analyst(Intern)

HCL Technologies
01.2019 - 10.2019

Post Graduate Diploma - Computer Application Security

Conestoga College Institute of Technology And Advanced Learning

Post Graduate Diploma - Wireless Telecommunications

Humber College

Bachelors of Technology - Information Technology

Dav Institute of Engineering And Technology

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