Experience

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  Decathlon Australia

  • Tempe, New South Wales, Australia

  • Customer Service Manager

    • Jan 2018 - Present
    • Tempe, New South Wales, Australia

    - Communicate directly with customers on the floor and ensure their shopping experience is pleasant, productive and memorable and mediate any situations that may have escalated- Actively monitoring and analysing of customer feedback data using Openvoice and Google reviews and reporting data to marketing teams- Fulfilled and exceeded customer satisfaction goals in a consistent manner- Helped tutor new customer service associates after hiring and during seasonal upticks- Managed online sales in form of Click and Collect orders for the store and for externalpartners- Using various voice of customer strategies to constantly improve services- Logged tickets with IT helpdesk using the SMA-X ticketing tool- Assisted with technical support at the checkouts and performed efficient troubleshooting of account issues- Performed quarterly staff performance evaluations- Worked closely with internal and external stakeholders implementing better

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  VFS Global Services Pvt. Ltd.

  • Sydney, New South Wales, Australia

  • Officer - Operations

    • Jul 2017 - Sep 2017
    • Sydney, New South Wales, Australia

    Document scrutiny and collection of applications for visa processing.Handle customer/applicant queries personally or via email, or telephone.Record and maintain all application data. Ensure accurate and timely data entry intothe system with zero errors.Ensure all administration and logistics of passport delivery to consulate/applicant/logistic company.Inform the applicants about the available Value-Added Services and ensure delivery of Value-Added Service options to applicants/ customers.Encourage applicants to provide feedback on services provided and their overall experience at the application center.Ensure that the entire process is completed within the mandated Turn Around Time.

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  Fair Work Commission

  • Sydney, New South Wales, Australia

  • Deployment Support

    • Mar 2017 - Mar 2017
    • Sydney, New South Wales, Australia

    Assisted in PC Desktop support tasks for the client including new PC deployments, PCimaging, WIM capture, backup, and restore using SCCM.Performed pre-deployment tasks such as unpacking and checking old PC/LaptopaccessibilityRemoval and installation of old and new hardware components and peripherals suchas desktops, laptops, docking stations, and monitors

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  Tech Mahindra

  • Chandigarh, India

  • Sr. Support Engineer

    • Apr 2014 - Nov 2016
    • Chandigarh, India

    - Provided 1st and 2nd level technical support for various applications used by AT&T users- Monitor hyper mission critical applications for any server related issues using Introscope and Weblogic console- Testing the applications and performing deployments- Performed software application and disaster recovery testing, ensuring business-readiness following failover- Morning validations and sanity check on regular basis- Tracked, logged and responded to support tickets in BMC Remedy application- Updating and maintaining technical end user documentation and operational procedures

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  OSC Service Pvt. Ltd (Clifford Chance)

  • Gurugram, Haryana, India

  • Sr. Application Support Analyst

    • Nov 2007 - Oct 2013
    • Gurugram, Haryana, India

    - Tested various applications over UAT environment and coordinated with vendor for deployment over the live environment- Maintained close collaboration with vendors to ensure timely support whenever necessary- Track, monitor and report on all help desk incidents using Remedy ticketing tool- Created and tested e-learning courses for Comply application in various languagesusing MS InfoPath- Ensured reported issues were resolved more quickly by documenting and trackingapplication issues- Provided training session to peers and users on updating intranet pages using webcontent management system