MelvinderRajPal Singh
@melvinderrajpalsingh
Results-driven technical support specialist
MalaysiaWhat I'm looking for
As a seasoned technical support specialist, I excel in leveraging internal and external relationships to drive business growth and profitability. With extensive experience in leading teams and optimizing operations, I am adept at strategic planning, team development, and fostering a collaborative work environment. My exceptional communication skills enable me to effectively liaise with diverse stakeholders, and I am committed to delivering excellence in challenging environments.
Throughout my career, I have demonstrated my ability to improve ticket responses, increase first-call resolution rates, and elevate customer service standards. I am passionate about leadership and dedicated to achieving sustainable results. My expertise in process improvements, team development, and innovative solutions has resulted in reduced ticket backlogs, increased productivity, and enhanced overall support quality.
I am a strong believer in continuous improvement and have championed initiatives to improve service desk knowledge bases, implemented best practices, and encouraged open dialogue about challenges and potential solutions. I am committed to delivering empathetic and knowledgeable support during high-stress situations and have a proven track record of driving issue resolution successfully.
Experience
Work history, roles, and key accomplishments
Senior Service Desk Analyst
General Electric Company
Spearheaded initiatives to improve the service desk knowledge base, resulting in more effective self-service options for end users. Championed a culture of continuous improvement within the service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions. Increased first-call resolution rates through comprehensive knowledge of company sys
Senior Service Desk Analyst L2
Nityo Infotech (ATOS Malaysia)
Optimized service desk performance by analyzing metrics and identifying areas for improvement. Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques. Assisted in the selection and implementation of service management software, enhancing overall support capabilities.
Senior Technical Support Specialist
Tech Mahindra
Worked with Tech Mahindra during GE spin-off period to support onboarding training and evaluating newly hired staffs. Increased product knowledge within the team by conducting regular training sessions on new features and updates. Implemented process improvements that resulted in reduced ticket backlog and increased overall productivity among the support team members.
Contact Center Consultant
CIMB Bank Berhad
Coordinated cross-functional teams to resolve multi-departmental inquiries quickly and effectively for clients. Implemented proactive communication techniques to address potential customer concerns before they became critical issues. Reviewed monthly KPIs against targets regularly and identified trends to ensure consistent achievement of contact center objectives.
Education
Degrees, certifications, and relevant coursework
MelvinderRajPal hasn't added their education
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