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Summary
  •  Result oriented professional with a knack of problem solving and help make lives easier for the end customers.


Core Competencies

Technical Skills

  • Language - Python
  • Database - My SQL
  • Automation Tool - SOAP UI 
  • Tools - JIRA, IBM CQ, SVN
 
Other Skills 
  • Professional Content Writer
  • Certified Yoga Trainer     
Experience
Senior Technical Support Associate
May 2018 to June 2019
Core Tech Digital Solutions Torrance, CA
  • Certify third party vendors on the financial services API.
  • Use SQL and SOAP-UI to help the vendors and clients to track down the root cause of problems.
  • Create test cases for front end credit union applications.
  • Execute regression runs automated test scripts for front end and both end through SOAP-UI and selenium respectively.
  • Use JIRA to effectively create, track and close down the bugs.
  • Create technical documentation for the third party APIs.
Technical Quality Support Analyst
May 2016 to April 2018
Rahul Bhai Pasadena, CA
  • Creation of test plans for the front end payment application
  • Work closely with third party vendors and troubleshooting the service level issues.
  • Work with EL3 support teams to transfer the client cases and reduce the service outage
  • Execute the automation scripts to ensure the build sanity.
  • Identify the potential blocker and critical issues during the release cycle.
  • Work closely with multiple teams to coordinate the third party web service launhces
  ​

    Assistant Producer, Special Projects
    May 2011 to December 2013
    CNBC TV18 New Delhi, New Delhi, India

    Assisted with the creation of content and execution of various projects in studio as well as at location. Managing complex calendars and scheduling for fast-paced environment.

    Some projects that I worked upon:

    • UK-India, The Road Ahead in Business
    • Ernst &Young Global Meet
    • India Healthcare Awards [2012 & 2013]
    • Interview - Indira Nooyi, Pepsi Co CEO
    • Mercedes Benz Corporate Grand Prix [with Micheal Schumacher] 
    • Samsung Innovation Quotient 
    Content Producer
    November 2010 to December 2010
    Network 18 Mumbai, Maharashtra, India

    Assisted on creating content for production and post-production of 2 shows across 5 cities

    • CNBC TV18 - Nagpur: An Emerging IT-ITeS Hub in Asia
    • CNBC Awaaz- Money Yatra ​   
    Accomplishments
    •  Received 'Beyond the Expectation' award from client for closing close to 100 trouble issues with maximum customer satisfaction rating in 2018
    • Led a team on a 7 day multiple location international shoot, involving the tourism ministry of Kenya. Was also the anchor for the show.
    • Recognized outstanding performance, by college director in his interview with one of the country's top magazines, India Today. [http://indiatoday.intoday.in/story/india-today-best-colleges-rankings-2012-mass-communication-and-journalism-lady-shri-ram-college/1/199810.html]
    • Co-editor of College magazine and Co-director of college documentary film.
    • Led the media relations cell at college.
    • Awarded Certificate of Appreciation for valuable contribution to my college.  
    Education
    SQL, 8 Udemy Online
    Social Media Marketing Specialization, 2017 Northwestern University [via Coursera]
    Introduction to Marketing, 2017 Wharton University of Pennsylvania [via Coursera]
    Psychology - Human Motivation, 2015 UCLA Extension Los Angeles, California, United States of America
    Content Strategy for Professionals 1: Engaging Audiences for Your Organization, 2014 Northwestern University [via Coursera]
    Master of Arts : Masters of Media and Communication - Journalism, 2011 Symbiosis Institute of Media and Communication Pune , Maharashtra, India
    Bachelor of Arts : Communicative English, Psychology, English Literature, 2008 Jyoti Nivas College Bangalore, Karnataka, India
    Skills
    Database - MySQL, OS - Windows & Mac OS, Microsoft Office, Final Cut Pro, Photoshop, Facebook Analytics and Google Analytics.
    This resume is created in 7 minutes.
    Professional Summary
    Hard-working, multi-tasking administrative professional with outstanding data entry, customer service, and documentation skills.
    Work History
    Current
    Assistant Project Manager ModSquad Indianapolis, IN
    • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
    • Utilized Zendesk and client specific software to address customer concerns.
    • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
    • Oversaw daily shift for staff of 50 employees.
    • Prepared regular interval progress reports.
    10/2016 to 07/2017
    Ads Quality Rater ZeroChaos Orlando, Florida, United States
    • Evaluated content, quality and appropriateness of web pages, search results and advertising.
    • Helped improve search engine results for a leading company.
    • Employ time management skills to complete tasks efficiently and effectively.
    • Independently problem solve.
    08/2015 to 01/2016
    Intent Analyst Holly-Kenyon LLC Indianapolis, IN
    • Perform real-time data entry by listening to customer voice clips or utterances.
    • Capture the appropriate concept or data, and enter the information into an innovative system.
    12/2014 to 10/2015
    Online Chat Customer Service Teletech Denver, CO
    • Effectively managed a high-volume of inbound  customer web chats.
    • Addressed and resolved customer product complaints empathetically and professionally.
    • Gathered and verified all required customer information for tracking purposes.
    • Defused volatile customer situations calmly and courteously.
    • Accurately documented, researched and resolved customer service issues.
    • Managed high chat volume with tact and professionalism.
    • Acted professionally and patiently when addressing negative customer feedback.
    • Met or exceeded service and quality standards every review period.
    08/2013 to 11/2014
    Customer Care Professional Alpine Access Denver, CO
    • Provide customer service support.
    • Respond to customer inquiries via email and phone.
    • Utilized exceptional command of the English language both written and verbal.
    • Demonstrated effectiveness with working with people of different temperaments.
    09/2012 to 09/2013
    Billing Clerk Vitran Express Indianapolis, IN
    • Entered data and created invoices for an LTL trucking company.
    • Utilized AS400 billing software program to accurately invoice companies.
    04/2008 to 09/2010
    Claims Processor Anthem Blue Cross Indianapolis, IN
    • Checked accuracy of medical claims submitted for billing.
    • Ensured claims were properly coded.
    • Working knowledge of ICD-9 coding.
    • Accurately keyed/processed medical claims.
    09/2007 to 04/2008
    DSL Technical Support Representative AT&T Indianapolis, IN
    • Assisted customers with DSL technical support.
    • Handled high call volume proficiently.
    • Demonstrated problem solving skills.
    • Managed call flow and responded to technical support needs of customers.
    • Resolved customer issues in a clear, courteous and straightforward manner.
    • Identified and solved technical issues with a variety of diagnostic tools.
    • Researched, troubleshot and resolved complex problems independently.
    09/2004 to 05/2007
    Substitute Teacher Metropollitan School District of Lawrence Township Indianapolis, IN
    • Instructed students in absence of regular classroom teacher.
    • Followed lesson plans.
    • Assisted students with special needs.
    • Maintained control of classroom.
    Education
    1991
    Bachelor of Arts: Elementary Education
    Purdue University - West Lafayette, IN
    Elementary Education Earned 60 credits
    1989
    High School Diploma:
    Pendleton Heights High School - Pendleton, IN
    College preparatory. Earned a diploma.
    Accomplishments
    • Very accurate and rapid keyboarder averaging 80 wpm.
    • Consistently maintain a positive attitude.
    • Accurately record, remember, and verbally communicate detailed information.
    • Cooperatively work with others to produce and deliver required work.
    • Proven ability to understand and follow detailed instructions to successful conclusions.
    This resume is created in 7 minutes.
    Professional Summary
    A professional with a background in management, supervision, workforce management, employee orientation, training, information technology, customer service.
    Skills
    Work History
    Package Handler, 11/2015
    The Reserves Network Winter Park, Florida, United States
    • Loaded products  onto trailers for delivery.
    • Coordinated with freight forwarders to expedite international shipments.
    • Loaded and unloaded pieces into boxes for shipment.
    • Moved freight, stock and other materials to and from storage and production areas and loading docks.
    • Led warehouse improvement initiatives to advance operational efficiencies.
    Technical Support representative, 01/2014 to Current
    Spectrum
    • Receive inbound calls from existing home phone and internet customers resolving various issues.
    • Walk current customers through a multitude of steps in order to restore services, as well as schedule trouble calls in the event issues cannot be resolved over the phone.
    • Manage call flow and responded to technical support needs of customers.
    • Evaluated and responded to incoming sales leads and requests for technical support assistance.
    • Meet and exceeded company sales and productivity goals.
    • Identify and solve technical issues with a variety of diagnostic tools.
    • Up-sale products and services to increase company revenue beyond target goals.
    • Maintain high departmental standards for quality and productivity metrics.
    • Work closely with team members to meet or exceed all customer service requirements.
    Field Service technician, 03/2013 to 12/2013
    Comcast Ann Arbor, Michigan, United States
    • Complete installations/service work to provide cable television, phone and internet services to subscriber residences.
    • Resolved problems with malfunctioning products.
    • Remained up-to-date on the latest technologies and solutions applicable to company products.
    • Researched, troubleshot and resolved complex problems independently.
    • Developed and tested new product offerings.
    • Set up PC and Apple desktops and laptops and all types of mobile devices.
    • Used ticketing systems to manage and process actions taken.
    • Assessed client's profiles and aligned them with the best possible products and services to meet their needs.
    • Met deadlines and quotas for installations and repairs.
    • Calibrated and monitored devices following installation.
    Team lead-Workforce , 08/2010 to 03/2013
    Minacs Farmington Hills, Michigan, United States
    • Led the setup and operation of daily production and collected data on agent's performance.
    • Served as liaison with agents, supervisors and workforce analysts pertaining to the forecast of calls.
    • Making sure all agents were adhering to their schedules while maintaining and open relationship to ensure I am able to resolve any matters they may have had.
    • Met all customer call guidelines including service levels, handle time and productivity.
    • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
    • Analyzed call volume and average call time to monitor Customer Service performance and productivity.
    • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
    • Accurately documented, researched all reports regarding projected forecasts and actual daily outcomes.
    • Made sure agents met or exceeded service and quality standards every review period.
    Education
    HVAC (Heating Ventilation, and Air Conditioning), Present
    Southern Technical college -
    HVAC (Heating Ventilation, and Air Conditioning)
    Automotive Services Technology, 2012
    Wayne county community college dist -
    Automotive Services Technology
    Business Management, 2006
    Eastern Michigan University -
    Business Management
    General Studies, 2005
    DETROIT TECHNOLOGY HIGH SCHOOL -
    General Studies
    This resume is created in 7 minutes.
    Professional Summary
    Obtaining a challenging leadership position appling creative problem solving and lean management skills with a growing company. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
    Skills
    • Proficient with all Microsoft Office Programs, Typing Speed of 75 wpm
    • Current Interests Include Personal Training Certification
    • Volunteer Activities: Tough Mudder 2014, Tough Mudder 2015
    • Appointment Setter for Family Business
    • Scheduling Appointments with Clients, Data Entry, Answering Phone, Customer Assistance
    Work History
    Customer Service Representative, 03/2015 to Current
    Ford Motor Credit Company Colorado Springs, CO
    • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
    • Managed high call volume with tact and professionalism.
    • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
    • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
    • Provided an elevated customer experience to generate a loyal clientèle.

    Team Member, 11/2014 to 02/2015
    24 Hour Fitness Colorado Springs, CO
    • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
    • Provided an elevated customer experience to generate a loyal clientèle.
    • Routinely answered customer questions regarding merchandise and pricing.
    • Asked open-ended questions to assess customer needs.


    Technical Support Representative, 03/2014 to 11/2014
    T-Mobile USA Colorado Springs, CO
    • PDA Provided Technical Support for Network and Hardware Related Issues, Customer Service Reason for Leaving: Granted Better Opportunity.
    • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
    • Identified and solved technical issues with a variety of diagnostic tools.
    • Managed call flow and responded to technical support needs of customers.

    Android Technical Support, 03/2012 to 03/2014
    Alorica Colorado Springs, CO
    • Provided Level 1 Tech Support, Customer Service, Achievements
    • Managed call flow and responded to technical support needs of customers.
    • Defined and documented technical best practices.
    • Identified and solved technical issues with a variety of diagnostic tools.
    • Provided on-call support for critical issues.
    • Initiated operations improvements to improve overall call center productivity.
    • Managed call center from initial start-up to full operational status.

    10/2009 to 12/2011
    Walmart Colorado Springs, CO
    Sales Associate, 07/2010 to 08/2010
    • Operating a Multi-Line Phone System, Customer Assistance & Service, Retail Sales, Customer Communication, Retail Sales, Stocking & Maintaining Work Environment, Processing of New Materials and Products, Training of New Employees in Department, Secondary Cashiering, Trained for Department Manager, Helped Facilitate Management Transition at Store Location in Pueblo from Reason For Leaving: Family Assistance Needed.
    Education
    High School Diploma: May 2009
    Reservoir High School - Fulton, MD

    Associate of Applied Science: Accounting, Current
    Pikes Peak Community College - Colorado Springs
    Languages
    English Taught as First Language, Moderately Read and Write Spanish