Saurav Narang
Kitchener,ON
Summary
Accomplished Customer Service Professional with over 4 years of experience in delivering high-quality customer support in fast-paced environments. Proven ability to handle complex inquiries, provide first-call resolution, and navigate multiple systems efficiently. Demonstrates personal excellence through punctuality, integrity, and accountability. Adaptable team player with a strong commitment to compliance and regulatory standards.
Overview
4
4
years of professional experience
Work History
Technical Support Representative
Concentrix
09.2024 - Current
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
Senior Customer Service Representative
Essentialy Store Inc.
04.2023 - Current
- Safeguarded store and engaged in cash and inventory control through security equipment and procedures and eliminated store liability by adherence to applicable alcohol and tobacco regulations.
- Managed employee hours to set schedule and store operation budget appropriately, personally covering cashier shifts and general store duties to minimize store labor cost during slow hours.
- Protected employees and customers by providing safe and clean store environment in bathrooms, on shelves, floors and fridge doors and around store entrance.
- Resolved customer complaints in professional and timely manner.
- Completed daily paperwork on sales reporting, banking and payroll reporting.
Customer Service Specialist
Advance Computers
02.2022 - 03.2023
- Provided expert support to customers via phone, email, and chat, resolving issues promptly and efficiently
- Assisted in the development of new customer service protocols, reducing average handling by 15%
- Maintained a high level of product knowledge to assist customers with technical issues and service inquiry
- Conducted regular follow-ups with customers to ensure their issues were resolved satisfactorily
Technical Support Specialist
Majorel
08.2021 - 01.2022
- Delivered exceptional technical support to customers, handling complex troubleshooting and resolving issues
- Created and maintained detailed documentation for common technical problems and solutions
- Assisted in the development of a knowledge base, improving first-call resolution rates by 30%
- Conducted regular system checks and updates to ensure optimal performance and security
Telecommunicaon Sales Representative
S&P Data (Sprint / T-Mobile)
10.2020 - 08.2021
- Managed a high volume of inbound and outbound calls, addressing customer needs and resolving complaints
- Consistently met or exceeded key performance indicators, including call handling and customer satisfaction
- Led diagnostic and resolution involves, improving problem-solving and service restoration processes
- Provided training and mentoring to new hires, enhancing overall team performance
Education
Post Graduaon Cerficate - Informaon Technology
Conestoga College
09.2020
Bachelor's - Informaon Technology
DAV Instute of Engineering & Technology
09.2018
Skills
- Customer Interaction & Support
- CRM & Technical Support Tools
- Team Collaboration & Leadership
- Data Analysis & Reporting
- Time Management & Efficiency
- Service Now
- Salesforce
- Microsoft Dynamics 365
- Zendesk
Accomplishments
Employee of the month
S&P Data (Sprint / T-Mobile)
- Awarded Employee of the Month twice for outstanding performance and exceptional customer service.
- Achieved a 98% first-call resolution rate by effectively diagnosing and resolving issues.
Timeline
Technical Support Representative
Concentrix
09.2024 - Current
Senior Customer Service Representative
Essentialy Store Inc.
04.2023 - Current
Customer Service Specialist
Advance Computers
02.2022 - 03.2023
Technical Support Specialist
Majorel
08.2021 - 01.2022
Telecommunicaon Sales Representative
S&P Data (Sprint / T-Mobile)
10.2020 - 08.2021
Bachelor's - Informaon Technology
DAV Instute of Engineering & Technology
Post Graduaon Cerficate - Informaon Technology
Conestoga College
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