Krutika Patel
Gosford,NSW
Summary
Service-oriented Customer Support Representative with 2 years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Support Representative
Woolworths Group Limited
08.2022 - Current
- Connected with customers to address questions and resolve issues through phone and email.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Using KRONOS and Success factor for Payroll and Stock receiving and Updating Purpose.
- Noted customer special requests, preferences, and favourite products in CRM to enhance service and build brand loyalty.
- Diagnosed and troubleshot hardware, software and network issues and Generated reports to track performance and analyze trends.
- Maintained servers and systems to keep networks fully operational during peak periods.
Quality Assurance
Toll Personnel Pty Ltd
02.2018 - 06.2022
- Monitored activities and supporting systems to meet compliance regulations.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Inspected products and worker progress throughout production.
- Monitored staff organization and suggested improvements to daily functionality.
- Tested and operated mixers to confirm correct calibration while scheduling routine, preventive, and reparative maintenance to maintain production workflows and achieve production output benchmarks.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
Customer Service Assistant
Country Growers
04.2017 - 01.2018
- Maintained clean and organized work environment to maintain customer safety.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated with other departments to guarantee customer satisfaction and utilized problem-solving skills to address customer queries and complaints.
- Picked quality and accurate items for approximately 50 daily customer orders and maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Described products to customers and how best to care for merchandise.
- Communicated with suppliers to maintain updated information regarding status of current orders.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Consistently met deadlines and quality goals for accuracy and timeliness.
IT Support Consultant
Zorens Infotech Pvt Ltd
08.2014 - 03.2016
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided level 1 technical support and assistance to end-users, addressing IT-related inquiries, troubleshooting hardware and software issues, and resolving technical problems promptly and effectively.
- Managed user accounts, passwords, and access privileges, ensuring secure and controlled access to IT systems and applications, Support Windows platforms,Office 365, Azure, Networking and connectivity.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Configured hardware, devices, and software to set up work stations for employees.
- Demonstrated strong problem-solving skills, resolving customer issues accurately and efficiently to meet or exceed service level agreements and ensured compliance with company policies, procedures, and security measures to maintain data confidentiality and protect customer information.
Education
Bachelor of Science - Computer Engineering
Gujarat Technical University
India06.2014
Information Technology
Logitrain
Sydney, NSW01.2023
Skills
- Customer Service Excellence
- Technical Support and Assistance
- Troubleshooting Network Issues
- Resolve Technical Problems
- Microsoft Certification
- Microsoft Office suits: MS Office 2010/2013
- Networking: Knowledge of TCP/IP, IP address and subnet masking Expertise in LAN WAN and VPN
- Desktop Operating Systems: Windows 10
- Server Operating Systems: Windows Server 2016 Install, configure, secure Small Office Home Office network (SOHO)
- Hardware: Server, Desktop, Laptop, Mobile, Printers, Scanners and Fax, Mac PC and Laptop
- Network Equipment and services: Switch, Router, Wireless Access Point, Network and cabling
- Programming: CSS, HTML, JavaScript
- ITIL Concept: ITIL guiding principles, frameworks
Certification
Microsoft 365 Certified: Fundamentals (MS-900)
Windows 10 client (MD-100)
Microsoft Certified: Azure Fundamentals (AZ-900)
Microsoft Windows Server 2019 Administration (WS–011T00–A)
Timeline
Customer Support Representative
Woolworths Group Limited
08.2022 - Current
Quality Assurance
Toll Personnel Pty Ltd
02.2018 - 06.2022
Customer Service Assistant
Country Growers
04.2017 - 01.2018
IT Support Consultant
Zorens Infotech Pvt Ltd
08.2014 - 03.2016
Bachelor of Science - Computer Engineering
Gujarat Technical University
Information Technology
Logitrain
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