Summary
Overview
Work History
Education
Skills
Timeline
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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
05.2023 - 07.2024
  • 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
01.2022 - 02.2023
  • 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, ON
08.2024

BA LLB -

School of Law, UPES, Dehradun
India
05.2021

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
05.2023 - 07.2024

Tier 1 Technical Support Advisor

Teleperformance
01.2022 - 02.2023

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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VAISHNAVI TIWARI