Riddhi Parashar
Customer Support Specialist
Homebush
Summary
Dedicated and results-driven Service Desk Analyst with a proven track record in delivering exceptional customer service in fast-paced contact center environment. Possesses strong analytical skills, adept at comprehending technical concepts, and achieving high satisfaction ratings through proactive resolution of customer issues. Demonstrated expertise in maintaining an in-depth understanding of products and services, enabling knowledgeable responses to diverse customer inquiries. Proficient in communication, negotiation, and influencing skills, capable of establishing rapport across all organizational levels, both written and verbally. Proven ability to build and maintain strategic business relationships, fostering enduring customer loyalty. Proficient customer service professional with good administrative, time management, and problem-solving abilities.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work History
Helpdesk Coordinator
Glory Global Solutions
02.2024 - 08.2024
- Respond to customers inquiries or issues via Phone or email.
- Create case of the issue in JDE and assign it to the next available technician to attend the site. Monitor enterprise toolset queues and update records with stated guidelines.
- Escalate complex issues to relevant teams for resolution, reporting recurring problems to tier-2 support teams and gather feedback.
- Used OFSC Dispatch to assign jobs to the technician and monitor their workflow until the job in successfully completed.
- Communicate with the customer to provide updates and gather feedback.
- Adhere to service level agreements (SLA's) and other contractual obligations.
- Ensuring customer satisfaction through effective problem -solving.
- comply to Incident Management and Request Fulfillment Processes
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Accountable for and actively contribute towards achievement of customer service levels.
Senior Process Executive
Infosys BPM
1 2023 - 7 2023
- Provided exceptional customer service, ensuring high levels of customer satisfaction
- Utilised analytical skills to understand and resolve technical issues promptly
- Resolved customer queries with a first-contact resolution rate of 65%, resulting in increased customer satisfaction
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Demonstrated strong negotiation and influencing skills, communicating effectively across all levels
- Responded to customer calls and emails to answer questions about products and services and assist them in service requests
- Established and maintained SLAs to ensure customer inquiries were addressed in a timely and efficient manner.
Marketing Coordinator
Wakefield International College
07.2022 - 12.2022
- Boosted brand awareness with target customer demographics with social, print, and email campaigns
- Composed daily posts for social media and helped build corporate presence on Twitter, Facebook, and Instagram
- Tracked and reported on marketing campaign responses
- Organized logistics for marketing and proposal strategy meetings
- Utilized market trends and target audience statistics to effectively and appropriately market products
- Researched, gathered and edited proposal materials
- Coordinated creation and deployment of videos, social media posts and other marketing collateral
- Tracked and reported on marketing campaign responses
- Organized contacts and orchestrated innovative marketing campaigns to boost awareness, engagement and sales
- Executed record filing system to improve document organization and management.
Education
Master of Business - Marketing And Management
University of Wollongong Sydney
Sydney, NSW 08.2019 - 05.2021
Bachelor of Business Administration - Major in Marketing And HR
Centre For Management Studies - Jain University
Bangalore, India 04.2016 - 05.2019
Skills
Ability to Work Under Pressure
Effective Time Management
Ability to Work in a Team
Communication Skills
Customer Relationship Management
Dispatch Coordination
Work Order Management
Data Entry
Applications: ServiceNow, JDE, Oracle OFSC, MS Office
Timeline
Helpdesk Coordinator
Glory Global Solutions
02.2024 - 08.2024
Marketing Coordinator
Wakefield International College
07.2022 - 12.2022
Master of Business - Marketing And Management
University of Wollongong Sydney
08.2019 - 05.2021
Bachelor of Business Administration - Major in Marketing And HR
Centre For Management Studies - Jain University
04.2016 - 05.2019
Senior Process Executive
Infosys BPM
1 2023 - 7 2023
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