Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Shivam Patel

Hamilton,Ontario

Summary

Detail-oriented customer support specialist. Successful at managing client inquiries, billing support, and administrative tasks. Skilled at reconciliation procedures and report generation. Thorough when researching concerns, problem-solving and prioritizing workloads. Skilled at building customer rapport and experienced in working with diverse groups. Proficient at providing technical support and guidance via phone, email, chat, and message applications. Resourceful at investigating issues and finding workable solutions that are in line with mandated policies. Perceptive and adept at managing difficult situations including de-escalations. Dedicated to maintaining a courteous and professional attitude at all times. Detail-oriented support advisor with extensive experience in telecommunications, retail, and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Security Officer

Rogers Centre
01.2023 - Current
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Checked and verified photo identification prior to granting facility access.
  • Promoted public awareness and community education programs to educate the public on false alarm prevention and compliance.
  • Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
  • Responded quickly to emergency situations to assess and deflect issues.
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment

Business Analyst Intern

Crest Infosystem Pvt. Ltd.
01.2024 - 04.2024
  • Assisted data team with analysis of client's business operations to uncover areas of improvement and implement solutions to address future growth and requirements.
  • Developed and implemented data governance policies and procedures.
  • Gathered and documented requirements for projects.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Collaborate on improving data management and risk assessment practices across teams

Technical Support Advisor

Aham Web Works
05.2021 - 06.2022
  • Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
  • Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
  • Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
  • Onboarded and trained all incoming junior tech support specialists.
  • Increased team productivity with regular training sessions on emerging technologies and software updates.

Education

Business Insights And Analytics

Humber College
Toronto, ON

Skills

  • Customer Support Needs Assessment
  • Virtual Support Experience
  • User Support and Troubleshooting
  • Technical Troubleshooting
  • Responding to Technical Questions
  • Collaborative Team Player
  • Client Rapport-Building
  • Resolving Problems and Incidents
  • Creative Issue Resolution
  • Remote Technical Support
  • Online Chat Support
  • Issue and Resolution Tracking
  • Professionalism
  • Data Compiling
  • Gap analysis

Certification

Data Analysis using Microsoft Power BI


Timeline

Business Analyst Intern

Crest Infosystem Pvt. Ltd.
01.2024 - 04.2024

Security Officer

Rogers Centre
01.2023 - Current

Technical Support Advisor

Aham Web Works
05.2021 - 06.2022

Business Insights And Analytics

Humber College

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Shivam Patel