Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Software Knowledge
Timeline
Generic

Jeevanpreet Kaur

Sydney

Summary

Experienced level-1 Support Engineer familiar with user support and root cause analysis. Advanced knowledge of IT operations and dedication to see issues through to end. Seeking a challenging position in organization where I can learn new skills, expand my knowledge and leverage my technical learnings. Dedicated individual with great attention to detail and exceptional sales and technical skills with customer service experience will contribute to your organization’s growth.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Customer Service Advisor

Telstra
11.2021 - Current
  • Contributed valuable insights during strategy meetings focused on resolving customer's technical and non-technical issues.
  • Reduced customer complaints by proactively identifying areas for improvement within the department.
  • Collaborated with cross-functional teams to provide IT support to customer products and transactions.
  • Introduced innovative solutions that increased first-call resolution rates across the department.
  • Managed escalated cases with diplomacy, maintaining professionalism at all times.
  • Spearheaded initiatives aimed at enhancing internal communication within the team for better collaboration on cases.
  • Enhanced customer satisfaction by promptly addressing and resolving complex issues.
  • Balanced multiple priorities effectively while ensuring timely completion of tasks without compromising quality or accuracy of work produced.





IT Helpdesk Attendant

Telcocrats Technologies
01.2015 - 06.2017


  • Enhanced customer satisfaction by promptly addressing and resolving technical issues.
  • Streamlined helpdesk processes for increased efficiency and improved response times.
  • Stayed current on industry best practices through regular professional development activities, incorporating new strategies into day-to-day operations as needed.
  • Coordinated closely with other departments during major incidents or outages to provide comprehensive support throughout the recovery process.
  • Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
  • Created detailed reports analyzing helpdesk metrics, identifying trends in common issues and suggesting potential solutions for long-term improvement.

Education

Master of Science - Information Technology

King's Own Institute
Sydney
10.2021

Master of Science - Information Technology

Victoria University
Sydney
03.2021

Bachelor of Science - Electronics Technology

Punjab Technical University
Punjab, India
04.2016

Skills

  • Complaint Handling
  • Task Delegation
  • Email Etiquette
  • Live chat support
  • CRM Software
  • Customer Support
  • De-Escalation Techniques
  • Escalation management
  • Customer Relations
  • MS Office
  • Professional telephone demeanor
  • Product Sales

Accomplishments


  • Awarded for best employee of the month many times for achieving Key Performance Indicators (KPI's) before deadline.
  • Recognised for highest advocacy rate for NPS (Net Promoter Score).
  • Has been working as an Apple Champion from last 2 years and got free apple devices to provide trainings to employees.
  • Awarded as Outstanding contributor from patch in NSW.

Certification

  • Certified [IT Helpdesk Attendant] from Telcocrats Technologies.


Software Knowledge

  • Siebel
  • Salesforce


Timeline

Senior Customer Service Advisor

Telstra
11.2021 - Current

IT Helpdesk Attendant

Telcocrats Technologies
01.2015 - 06.2017

Master of Science - Information Technology

King's Own Institute

Master of Science - Information Technology

Victoria University

Bachelor of Science - Electronics Technology

Punjab Technical University

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Jeevanpreet Kaur