Shashank Chirammel
Toronto,ON
Summary
Diversely Skilled Technical Analyst with 4 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.
Overview
8
8
years of professional experience
1
1
Language
Work History
Technical Support Analyst - Care Operations Data
Rogers Communications Inc
Toronto, ON
02.2021 - Current
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Work with team members closely to gather all materials required to ensure program success
- Call listening to validate and be able to provide suggestions to improve trigger conditions
- Collaborate with other teams to work towards similar goal
- Problem-solve and communicate findings to program owners
- Work with management in order to communicate any identified trends, knowledge gaps and development opportunities in time sensitive manner
Technical Support Lead, Trainer and Representative
Rogers Communications Inc
Toronto, ON
11.2019 - 02.2021
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Monitored participant workflow and behaviours throughout the training process.
- Multi-tasking in multiple applications in every interaction over the computer system
- Managing emotional quotient and balancing technical cum customer service responsibilities
- Trained over 15 batches of new hires within a year in 2020
- Excellent control over verbal communication and having cordial speech with every customer
Office Administrator
Total Credit Recovery
Toronto, ON
10.2018 - 11.2019
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Daily requests to and from the client for backup information
- Confirmation of Bankruptcies, Credit Counseling, OPD filing with the respective agency
- Creating letters for debtors, statement letters, SIF requests
- Audit accounts for file closure, sending 100 emails daily for communication
- Documenting and storing correspondence from debtors
- Interacted with customers by phone, email, or in-person to provide information.
Collection Specialist
Total Credit Recovery
Toronto, ON
04.2018 - 10.2018
- Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- The best month of collection was in November 2018 $15000
- Achieved monthly target every single month since joined
- Received Bronze certificate in June 2018 for achieving 121% target rate
- Complete initial trace work using online tools and account systems
- Follow set regulations and guidelines set by provincial, federal and client-specific directives
Geographical Information System Analyst
Here Technologies
Mumbai, India
04.2015 - 04.2016
- Achieved employee of the month twice and employee of the quarter once
- Developed equation for Employee Efficiency Index for the team
- Coded the highest number of data in the system within the department
- Analyze and interpret situations within source inputs and compare them with the existing database
- Digitize mapping database using required platform/tools as per defined processes.
- Perform quality checks on data input to test the validity of data with the assistance of experienced Operators
- Installed improvements and adjusted parameters to optimize functionality.
- Trained users and supported variety of problems with hardware and software.
Education
Post-Graduate Certificate - Global Business Management
Centennial College - The School of Business
Scarborough, ON01.2018
Bachelor of Management Studies - Management Studies
University of Mumbai
Mumbai, India03.2015
Skills
- Microsoft Office (Excel, Word, Powerpoint)
- LAN and WAN Assessment
- Business Development
- Desktop Support
- Outlook
- Web Designing
- Tally ERP 91
- Adobe Flash
- Training Material Development
- Application Support
Timeline
Technical Support Analyst - Care Operations Data
Rogers Communications Inc
02.2021 - Current
Technical Support Lead, Trainer and Representative
Rogers Communications Inc
11.2019 - 02.2021
Office Administrator
Total Credit Recovery
10.2018 - 11.2019
Collection Specialist
Total Credit Recovery
04.2018 - 10.2018
Geographical Information System Analyst
Here Technologies
04.2015 - 04.2016
Post-Graduate Certificate - Global Business Management
Centennial College - The School of Business
Bachelor of Management Studies - Management Studies
University of Mumbai
References
REFERENCES Will be furnished upon request.
References
REFERENCES
Will be furnished upon request.
Value Preposition
“I can cultivate actionable solutions as a means of improving results and increasing efficiency, performance, and ultimate client-satisfaction.”