Resume
Resume
IT customer service specialist with more than 6 years of experience. capable of managing several
priorities while maintaining an optimistic outlook. willing to take on more duties in order to support team
goals. Always looking to learn new skills, take on extra responsibilities, and grow professionally..
Jan 2024 - Present
Senior Associate
Cognizant - Hyderabd
Cognizant is a global technology company specializing in IT services and consulting. Headquartered in the United States, it excels in digital transformation and software development, serving industries such as healthcare and finance.
- Delivered exceptional customer service daily, ensuring positive interactions and high satisfaction levels.
- Resolved product or service concerns promptly, contributing to customer retention and driving sales.
- Evaluated customer issues and trends, implementing proactive corrections for continuous service improvement.
- Maintained and managed customer files and databases, updating account information for accurate records.
- Successfully multitasked in a high-volume setting, prioritizing tasks to meet challenging deadlines.
Apr 2022 to Dec 2023
IT Support Specialist
Accenture - Hyderabad
Accenture is a global professional services firm, providing a wide range of solutions in strategy, consulting, digital, technology, and operations. Renowned for innovation, it helps clients navigate challenges and achieve high performance in an ever-evolving business landscape.
- Delivered exceptional customer service daily, ensuring positive interactions and high satisfaction levels.
- Resolved product or service concerns promptly, contributing to customer retention and driving sales.
- Evaluated customer issues and trends, implementing proactive corrections for continuous service improvement.
- Maintained and managed customer files and databases, updating account information for accurate records.
- Successfully multitasked in a high-volume setting, prioritizing tasks to meet challenging deadlines.
Jan 2019 to April 2023
Process Developer
Genpact - Hyderabad
Genpact is a global professional services firm specializing in digital transformation and business process outsourcing. With a focus on delivering innovative solutions, Genpact helps organizations optimize operations and enhance customer experiences. The company's expertise spans various industries, driving efficiency and growth for its clients worldwide.
- Prioritized secure handling of sensitive customer information, minimizing potential liability issues.
- Analyzed past business processes to prevent recurring flaws in subsequent development cycles.
- Authored onboarding documentation to introduce new employees to established business processes.
- Conducted training for leadership and employees on updated business processes through various mediums.
- Demonstrated excellent communication skills, adaptability, and critical thinking in collaborative team projects and day-to-day operations.
June 2018 to Dec 2018
IT HelpDesk Support
Tata Consultancy Services - Hyderabad
Tata Consultancy Services (TCS) is a leading global IT services and consulting company. Renowned for its expertise in digital solutions, TCS empowers businesses with innovative technologies to thrive in the digital era. With a commitment to excellence, TCS delivers transformative results and drives success for clients across industries worldwide.
- Configured hardware, devices, and software to establish employee workstations.
- Provided Tier 1 IT support through desk side services for non-technical users and document every case.
- Installed, modified, and repaired software and hardware to address technical issues and generate leads for business.
- Responded to end-users' support requests, guiding them through basic troubleshooting tasks patiently.
- Explained technical information clearly to non-technical individuals, documented interactions, and researched solutions for customer concerns.
Feb 2017 to April 2017
Customer Relationship Officer
Hinduja Global Solutions - Bengaluru
HGS (Hinduja Global Solutions) is a global leader in business process management, specializing in customer experience solutions. Using innovative technologies, HGS enhances operational efficiency and delivers exceptional customer service across diverse industries.
- Utilized consultative approaches to comprehend customer needs and provided strategic referrals to business partners.
- Monitored metrics, deriving actionable insights to enhance efficiency and performance.
- Communicated with customers through Type systems to assess and address individual needs, offering timely and quality support.
- Maintained a statistical database using Software, tracking customer complaints, resolutions, and satisfaction ratings.
- Developed customer support strategies, informed customers about programs and services, and managed ongoing customer relations for maximum retention.
Jan 2010 - Feb 2013
Bachelor of Computer Applications
University Of Kashmir
Graduated with a solid foundation in computer science, programming, and software development.
Acquired in-depth knowledge of programming languages such as Java, C++, and Python.
Developed strong problem-solving skills through coursework in data structures, algorithms, and database management systems.
Gained practical experience in web development, including HTML, CSS, and JavaScript.
Demonstrated effective teamwork and communication skills through group projects, presentations, and a capstone project involving a database-driven software application.
Actively participated in computer science clubs and attended workshops to stay abreast of industry trends.
May 2013 - June 2016
Masters Of Computer Applications
Islamic University of Science and technology
Achieved an advanced understanding of computer science concepts, software engineering principles, and system architecture.
Specialized in web development, mastering cutting-edge technologies and methodologies.
Successfully completed the "IUST Touch" project.
Proficient in advanced programming languages like C, C++, Java, .Net, SQL, and applied them in real-world projects.
Developed strong analytical and problem-solving skills through coursework in advanced algorithms, machine learning, and data analytics.
Collaborated with diverse peers on complex projects, honing teamwork and communication abilities.
June 2016 - Dec 2016
from Rooman Technologies Bengaluru
A+, N+, MCITP, Ex-Change Server, CCNA, CCNP
I am a seasoned IT professional with comprehensive training in industry-leading certifications, including A+, N+, MCITP, Exchange Server, CCNA, and CCNP. With a solid foundation in IT fundamentals and networking essentials, the MCITP certification underscores my proficiency in Microsoft technologies. My specialization extends to email infrastructure management through Exchange Server, and I possess advanced networking skills validated by the esteemed CCNA and CCNP certifications. These diverse qualifications equip me with a robust skill set, positioning me as a well-rounded professional ready to tackle the dynamic challenges of the IT landscape.
Customer response, CRM, Quality assurance, SLA, Report preparation, Sales expertise, Complaint resolution, Training development aptitude, Strategic sales knowledge, Service standard compliance, Creative problem solving, Multi-line phone talent, POS systems expert, International sales support, Staff education and training, Technical Support, Recordkeeping strengths,
Microsoft Office, MySql, Microsoft PowerBI, Tableau, PicsArt, Canva, Filezilla, GitHub, Python, C and C++, HTML, CSS, JS, Photoshot.
