Summary
Overview
Work History
Education
Skills
Certification
Languages
Membership Of Professional Associations
Skills And Experience
Countries Of Work Experience
Personal Information
Training
Reference
Timeline
Generic

Phuntsho Dorji

MOUNT PLEASANT,WA

Summary

Driven IT enthusiast with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analysing customer records, purchases, inquiries and complaints to develop rapid solutions.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Customer Support Executive (Tech)

AB Ventures
04.2021 - 11.2022
  • Conducted regular performance reviews of my 9 team members to identify areas of improvement and provide constructive feedback.
  • Streamlined customer service processes for improved efficiency, resulting in higher resolution rates and reduced response times.
  • Developed comprehensive training programs for new team members, improving onboarding and reducing ramp-up time.
  • Updated outdated websites with modern designs in line with industry trends, helping clients remain competitive in their market segment.
  • Met with 19 clients to discuss expectations regarding visual presentation, branding and e-commerce functionality.

Business Analyst/Project Manager

Southtech (Bhutan) Private Limited
02.2015 - 11.2020
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback.
  • Conducted market research studies, providing valuable insights for strategic planning initiatives and competitive positioning efforts.
  • Planned, designed, and scheduled phases for large projects.

Senior Executive IT Officer

Druk PNB Bank Limited
08.2009 - 08.2013
  • Maintained 24/7 availability for critical system support issues ensuring minimal disruption to day-to-day operations.
  • Provided exceptional IT support for staff members, resulting in increased productivity.
  • Collaborated with cross-functional teams on various projects, ensuring seamless integration of IT solutions.
  • Improved system efficiency by implementing new software and hardware solutions.

Education

B.E Computer Science and Engineering -

Jabalpur
Madhya Pradesh, India
01.2009

Yangchenphug Higher Secondary School - Science

Yangchenphug Higher Secondary School
Thimphu, Bhutan
01.2003

Skills

  • Exceptional communication
  • Escalation Handling
  • Complaint resolution
  • Sales Support
  • CRM software expertise
  • Requirements Gathering
  • Project Management
  • Business Planning

Certification

I, the undersigned, certify that to the best of my knowledge and belief, this CV correctly describes me, my qualifications and my experience. I understand that any willful misstatement described herein may lead to my disqualification or dismissal, if engaged.

Languages

English
Dzongkha
Nepali
Hindi

Membership Of Professional Associations

NA

Skills And Experience

  • Strong internet research skills
  • Ability to gather and analyze information from various sources
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Excellent written and verbal communication skills
  • Customer service experience
  • Ability to identify problems and find solutions independently
  • Critical thinking skills
  • Adaptability and flexibility in handling unexpected situations

Countries Of Work Experience

Bhutan

Personal Information

  • Date of Birth: 07/27/1986
  • Nationality: Bhutanese

Training

NA

Reference

Ian Whitehouse

Website: https://digitalcoaching.com.au/

Email: digitalcoachingconsultancy@gmail.com

Contact Number: 0061421102393

Timeline

Senior Customer Support Executive (Tech)

AB Ventures
04.2021 - 11.2022

Business Analyst/Project Manager

Southtech (Bhutan) Private Limited
02.2015 - 11.2020

Senior Executive IT Officer

Druk PNB Bank Limited
08.2009 - 08.2013

B.E Computer Science and Engineering -

Jabalpur

Yangchenphug Higher Secondary School - Science

Yangchenphug Higher Secondary School

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Phuntsho Dorji