Anisha Badarpura
Richmond,Texas
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
7
7
years of professional experience
Work History
Tier 2 Technical Support Specialist
Fiserv
04.2024 - Current
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Demonstrated expertise in troubleshooting software and hardware issues, ensuring minimal downtime for customers and maintaining high satisfaction levels.
- Reduced average call handling time, introducing more efficient troubleshooting guides.
- Maintained a high level of expertise on company products, staying up-to-date with software updates and new features.
- Researched and identified solutions to technical problems.
Tier 1 Technical Support Representative
Fiserv
06.2023 - 03.2024
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Provided remote support for customers, guiding them through the resolution process stepbystep.
- Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
- Stayed up-to-date on product knowledge, ensuring accurate and timely information was relayed to clients.
- Improved team efficiency by actively participating in training sessions and sharing acquired knowledge with peers.
- Diagnosed and troubleshot hardware, software and network issues.
CUSTOMER SERVICE REPRESENTATIVE / TECHNICAL SUP
Galaxy Payment Systems
08.2020 - 04.2023
- Responded to telephone inquiries and complaints following standard operating procedures.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Assisted with training and mentoring new team members.
- Met daily customer service quotas with a focus on quality.
- Followed up with customers regarding product functionality and overall satisfaction.
- Updated and maintained database with accurate customer information and timely data entry.
- Handled customer complaints and inquiries in a courteous and efficient manner.
OFFICE OPERATOR
CCTV Security
02.2018 - 08.2020
- Answer calls
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Troubleshot minor problems and reported larger technical issues.
- Focused on learning new skills and staying updated with industry changes.
- Performed general maintenance and repair.
- Participated in ongoing training to enhance own job skills and knowledge.
- Provided efficient and courteous service to customers at all times.
Education
BACHELOR'S - ZOOLOGY
University of Mumbai
Mumbai, MAHARASTRA05.2000
HIGH SCHOOL DIPLOMA - undefined
St Xavier's High School
Mumbai, MAHARASHTRA05.1994
Skills
- Staff Training
- Microsoft PowerPoint
- Credit Card Payment Processing
- Microsoft Excel
- Microsoft Word
- Critical Thinking
- Customer Service
- Computer Proficiency
- Office Equipment Proficiency
- Technical Support
- CRM Software
- Problem-Solving Ability
- Documentation
Timeline
Tier 2 Technical Support Specialist
Fiserv
04.2024 - Current
Tier 1 Technical Support Representative
Fiserv
06.2023 - 03.2024
CUSTOMER SERVICE REPRESENTATIVE / TECHNICAL SUP
Galaxy Payment Systems
08.2020 - 04.2023
OFFICE OPERATOR
CCTV Security
02.2018 - 08.2020
BACHELOR'S - ZOOLOGY
University of Mumbai
HIGH SCHOOL DIPLOMA - undefined
St Xavier's High School
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