VAISHNAVI TIWARI
Windsor,Ontario
Summary
To leverage my passion for new technology and customer service skills, contributing to exceptional customer experiences and achieving sales targets while growing professionally within a dynamic team.
Overview
2
2
years of professional experience
Work History
Technical Support Advisor Tier 2
Sutherland Global
2023.05 - 2024.07
- Deliver high-level technical assistance for software/hardware/system issues, independently resolving approximately 90% of cases with efficiency.
- Serve as escalation point for Tier 1 support, offering expert guidance on intricate or unresolved technical problems.
- Employ remote support and diagnostic tools to address and resolve issues involving operating systems, applications, and network connectivity.
- Maintain accurate records of support requests, ensuring timely updates and thorough documentation.
- Create and update knowledge base articles to support Tier 1 staff and enhance first-call resolution rates.
- Facilitate training sessions for new team members, focusing on essential technical procedures and effective customer service practices.
- Achieve 97% customer satisfaction rating through adept communication and resolution of technical issues.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 25%.
- Defined program-level goals and resource plans in coordination with [Type] department and senior staff
Tier 1 Technical Support Advisor
Teleperformance
2022.01 - 2023.02
- Provided technical assistance for broad range of products, managing support tickets with focus on user-centric solutions.
- Diagnosed and resolved issues related to systems or software, including hardware failures, software errors, and connectivity issues.
- Worked closely with engineering teams to identify recurring problems and contribute to product enhancements.
- Prioritized and managed support requests to ensure timely resolution and compliance with service level agreements (SLAs).
- Offered feedback and suggestions to refine support processes and improve overall customer experience.
Education
Post-Graduation Diploma in Management - Logistics And Supply Chain Management
Zekelman School of Business, St. Clair College
Windsor, ON08.2024
BA LLB -
School of Law, UPES, Dehradun
India05.2021
Skills
- Strong interpersonal and communication skills, adept at building rapport with diverse customers.
- Proficient in explaining technical information in clear and understandable manner.
- Ability to thrive in fast-paced retail environment with flexible schedule.
- Bilingual proficiency in English and Hindi, facilitating communication with broader customer base.
- Goal-oriented with demonstrated track record of achieving and exceeding sales targets.
Timeline
Technical Support Advisor Tier 2
Sutherland Global
2023.05 - 2024.07
Tier 1 Technical Support Advisor
Teleperformance
2022.01 - 2023.02
Post-Graduation Diploma in Management - Logistics And Supply Chain Management
Zekelman School of Business, St. Clair College
BA LLB -
School of Law, UPES, Dehradun
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