Summary
Overview
Work History
Education
Skills
Timeline
Websites
References
References
Value Preposition
Generic

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
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
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
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
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
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, ON
01.2018

Bachelor of Management Studies - Management Studies

University of Mumbai
Mumbai, India
03.2015

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

Websites

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.”

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Shashank Chirammel