Methi Kar
Queens,NY
Overview
4
4
years of professional experience
Work History
Application Support Technician
Applied Systems
05.2023 - Current
- Specialized in troubleshooting the company's insurance management platform, Applied Epic Cloud, consistently resolving 7-10 support tickets daily through Salesforce Service Cloud, utilizing phone, chat, and email communication channels.
- Managed client issues such as account lockouts, system errors, and browser issues while leveraging remote desktop control alongside SQL server access for expedited problem resolution.
- Conducted thorough analysis of support issues, escalating complex cases to ensure customer satisfaction while managing a KPI score of 9.8/10, demonstrating exceptional customer service and case resolution, while consistently providing responsive support to both new and existing customers.
Software Testing Mentor
PeopleNTech
01.2023 - 04.2023
- Educated mentees on manual testing concepts and the practical use of tools such as Trello, JIRA, and others to streamline test planning and documentation.
- Delivered demonstrations on the functions and features of these tools through practical examples and provided resources to enhance understanding.
Customer Support Specialist
VSP Vision Care
09.2022 - 12.2022
- Served as the primary point of contact for over 100 daily tickets from vision insurance subscribers and providers while managing communication through phone support via the Salesforce Service Cloud.
- Aided clients in accessing their online accounts, employing internal software tools through the VSP web application, functioning as a crucial helpdesk resource.
- Maintained and managed a high level of performance, evidenced by a KPI score of 95/100, ensuring that all resolutions were well-documented in Salesforce and aligned with best practices and internal guidelines.
Software Testing Trainee
PeopleNTech
05.2022 - 08.2022
- Actively engaged in a learning experience focused on software testing principles, with hands-on experience in manual testing concepts and methodologies, including user acceptance testing.
- Leveraged tools such as Trello to create test cases and test scenarios while collaborating closely with peers to ensure testing met specified requirements.
Product Support Specialist
Product Support Specialist
01.2022 - 04.2022
- Provided subject matter expertise to both clients and internal teams through timely responses to 12+ support emails daily concerning the company's fin-tech web application.
- Conducted demonstrations for potential clients using Zoom, setting clear SLA expectations to ensure mutual understanding of service offerings and client expectations.
- Achieved and managed an exceptional team-wide KPI score of 9.7/10, reflecting excellence in delivering outstanding service and achieving high client satisfaction levels.
Technical Support Associate
Connect America
12.2020 - 12.2021
- Acted as the main liaison connecting clients with internal teams, addressing concerns regarding medical alert devices for more than 16 clients daily, utilizing the Salesforce Service Cloud via phone and email to diagnose and resolve issues efficiently.
- Proficiently configured medical alert devices using third-party web applications to ensure seamless integration and functionality, providing exemplary client support and service.
- Resolved tickets by troubleshooting, documenting, and escalating issues, ensuring timely and comprehensive resolution that met client satisfaction, while managing a KPI score of 4.5 out of 5.
Education
Bachelor of Science - Information Systems Management
York College of The City of New York
Skills
- Salesforce Service Cloud
- JIRA
- SQL Knowledge
- Phone/Chat/Email Support
- Case Documentation
- UA/UX Testing
Timeline
Application Support Technician
Applied Systems
05.2023 - Current
Software Testing Mentor
PeopleNTech
01.2023 - 04.2023
Customer Support Specialist
VSP Vision Care
09.2022 - 12.2022
Software Testing Trainee
PeopleNTech
05.2022 - 08.2022
Product Support Specialist
Product Support Specialist
01.2022 - 04.2022
Technical Support Associate
Connect America
12.2020 - 12.2021
Bachelor of Science - Information Systems Management
York College of The City of New York
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