Sweshika Reddy
Mississauga,ON
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux, and Mac systems.
Proven skill in resolving problems quickly on first call.
Overview
2
2
years of professional experience
Work History
Technical Support Representative
Transcom Worldwide NA
07.2024 - Current
- Cross-trained and provided backup support for organizational leadership.
- Providing customer care, via phone, fax, chat, mail, and/or email, as outlined by the client processes and procedures.
- Consult user guides, technical manuals and other documents to research and implement solutions.
- Maintained 98% KPI including logging, outbound and escalation
- Received 100% customer satisfaction within the first week of production.
- Emulate or reproduce technical problems encountered by users.
- Provide advice and training to users in response to identified difficulties experienced by the users.
- Communicate electronically and in-person with computer users experiencing difficulties to determine and document problems experienced
- Network and Internet support to users in response to identified issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
Omni Fulfilment Associate
Walmart
10.2022 - 09.2024
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Maintained 93% pick rate and picked most number of items with best of quality
- Prioritized helping customers over completing other routine tasks in store.
- Monitored customers for signs of security concerns and escalated issues to management.
- Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
Education
Diploma - Human Resource Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON12-2023
Skills
- MS Office Proficiency
- Windows 10
- Data Recovery
- Mac Systems
- Proven track record of providing exceptional customer service expertise
- Software diagnosis
- 40 words per minute
- Troubleshooting and Assistance
- Account Management
- Support Ticket System Management
- Configuring Devices
Languages
English
Full Professional
Hindi
Full Professional
Timeline
Technical Support Representative
Transcom Worldwide NA
07.2024 - Current
Omni Fulfilment Associate
Walmart
10.2022 - 09.2024
Diploma - Human Resource Management
Conestoga College Institute of Technology And Advanced Learning
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