Sahil Dhiman

• Assist internal and external users with technical troubleshooting across hardware, software, and network issues.

• Diagnose, investigate, and resolve customer concerns efficiently while ensuring adherence to KPIs and service quality standards.

• Manage and escalate complex technical issues through the appropriate resolution channels, following up as needed.

• Document all interactions accurately in the call tracking system to maintain detailed case records.

• Provide professional, courteous, and empathetic support, ensuring a positive customer experience.

• Clarify customer requirements by actively listening, probing for understanding, and delivering precise solutions.

• Participate in process improvement initiatives to enhance customer satisfaction and overall business performance.

• Serve as a knowledge resource for peers, offering support and guidance to improve team efficiency.

• Established procedures for resolving customer complaints in a timely manner.
• Developed and maintained an efficient system for tracking, organizing, and managing online orders.
• Ensured compliance with industry regulations regarding online transactions.
• Collaborated with marketing team on campaigns to drive traffic and increase sales.
• Managed a team responsible for creating and maintaining the company's e-commerce website.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Drafted monthly reports summarizing key performance indicators such as sales volume, average order value.