Objective • Adaptable and client-focused professional with excellent communication skills, a solid technical background, and experience in collaborative roles. Open to rotational shifts and enthusiastic about contributing to in-office roles where I can leverage my skills to support client success.
Experience Globallogic Oct 2022 – Nov 2023 Techincal Support Gachibowli, Hyderabad • Resolved customer queries and technical issues in a timely manner, focusing on delivering
solutions that enhanced customer satisfaction.
• Provided technical support for iCIMS platform-related issues for internal clients, ensuring
high-quality customer service and maintaining a professional and empathetic
communication style. • Managed troubleshooting of escalated cases over the phone, working closely with
cross-functional teams to ensure swift problem resolution.
• Adapted to rotational shifts and high-call volume periods, consistently meeting quality and
efficiency targets.
Projects iCIMS Platform Optimization Applicant Tracking Software, Email, and Voice Support Channels • Spearheaded efforts to enhance the customer experience by implementing solutions to common technical issues and creating a streamlined workflow for resolving repetitive queries. • Collaborated with the engineering and quality assurance teams to document and troubleshoot recurring technical bugs, leading to a 20% reduction in ticket escalation. • Developed a knowledge base of FAQs and troubleshooting guides that significantly improved the efficiency of issue resolution for the support team and reduced average resolution time.
Customer Interaction Workflow Improvements Process Documentation, Knowledge
Management • Designed and documented workflows for resolving complex customer issues, making support processes transparent and scalable. • Worked with team leads to identify areas of improvement in call handling, which reduced overall call handling time by 15% and improved first-call resolution
• Documented testing processes and collaborated with the development team to implement necessary design changes, enhancing the usability of the platform across multiple devices and browsers.
Education National Institute of Technology Goa Jul 2018 – Apr 2022 B.TECH E.C.E GPA: 6.26 Skills • Languages: HTML5, CSS3, JavaScript (ES6+), C • Technical skills: MS Excel, MS Power Point,MS Teams and Zoom • Soft Skills: Excellent communication skills, adaptability to rotational shifts, analytical thinking, and a focus on customer satisfaction and teamwork, handling support cases. • Troubleshooting: Bug fixing, technical support, cross-browser compatibility, Support Case Manangement, • Operating Systems: Basic knowledge of Linux Command Line for navigating and managing files.
Extracurricular Activities • Represented NIT Goa at Happenings - Annual Cultural fest of Goa Engineering College. • Headed hospitality department in Saavyas. • Organised events during Saavyas’18 and Invictus’19.
