Samardeep Gill
Melbourne
Summary
Service-oriented professional with 5+ years of experience in customer service environment (IT Support and Call Centre), where responsible for talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns and issues. Offered strong computer skills in Word, Excel, Outlook and other web-based applications and able to communicate effectively with great attention to detail, while multitasking juggling multiple tasks at the same time. Able to think critically and analytically to solve the problems where priority is always making customers happy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Technical Support Analyst
Verifone
03.2023 - 08.2023
- Responsible for handling 50+ customer calls per day, giving prompt, friendly, and polite service to ensure customer retention and satisfaction via email, web chat or over phone.
- Ensuring customer problems, incidents/complaints is diagnosed and resolved in correct manner by understanding issue and distinguishing, prioritizing and reporting technical issues.
- Documenting customer interactions in system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Service Desk Analyst
Datacom
09.2022 - 12.2022
- Responsible for responding to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Ensuring that concerns raised by customer ate addressed properly and making decision if issue needed to be escalated to specialist team.
- Used R12 and Charwell ticketing systems to manage and process support actions and requests and security incident response.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Support Administrator
Inland Revenue Department
10.2021 - 08.2022
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Listened to customers' questions and concerns to provide answers or responses.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Sending and Replying to web messages, Issuing letters/documents to the customers.
Customer Service Representative
Countdown Supermarket
12.2017 - 09.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
Education
Web Development -
Enspiral Dev Academy
Wellington, NZ03.2021
Master of Computer Application -
Punjabi University Patiala, India
Punjab, India01.2013
Skills
- IT Support experience with knowledge of Active directory and MS Exchange
- Excellent Customer service skills
- Experience with ICT Portal and knowledge and experience with access control List
- Theoretical knowledge of Networking and Web Development
- Excellent Communication with great attention to detail
- Team Building and Leadership
- Problem-Solving and positive attitude
- Knowledge of MS Office Suite products and Salesforce and other ticket creation platforms
Certification
Cisco Certified Network Associate (CCNA, Valid from September 2023-2026)
REFERENCES
Available on request
Timeline
Customer Technical Support Analyst
Verifone
03.2023 - 08.2023
Service Desk Analyst
Datacom
09.2022 - 12.2022
Customer Support Administrator
Inland Revenue Department
10.2021 - 08.2022
Customer Service Representative
Countdown Supermarket
12.2017 - 09.2021
Web Development -
Enspiral Dev Academy
Master of Computer Application -
Punjabi University Patiala, India
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