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Shailaja Ayancha

@shailajaayancha

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Technical Training Analyst specializing in instructional design and content creation.

India

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What I'm looking for

I am seeking a role that allows me to leverage my instructional design skills and enhance learning experiences while contributing to a collaborative team environment.

I am a Technical Training Analyst with a strong background in instructional design and adult learning principles. My experience at Dell Technologies has equipped me with the skills to create engaging and effective learning experiences tailored to diverse learner needs. I excel in analyzing learner requirements, designing curriculum frameworks, and integrating multimedia elements to enhance comprehension and retention.

Throughout my career, I have consistently achieved high customer satisfaction ratings, ranging from 85% to 93%. My ability to translate complex technical terminology into accessible language has been instrumental in fostering an interactive and impactful learning environment. I am passionate about leveraging the latest technologies to enhance content quality and improve the overall learning experience for users.

Experience

Work history, roles, and key accomplishments

Senior Analyst - Customer/Technical Training

Dell Technologies

Jan 2022 - Sep 2023 (1 year 8 months)

As a Senior Analyst, I specialize in technical content creation and instructional design, focusing on developing engaging learning experiences. I analyze learner needs, design curriculum frameworks, and integrate multimedia elements to enhance comprehension. My work involves translating complex terminology into accessible language for diverse audiences.

Instructional Design Technical Content Articulate 360 Technical Support

Senior Engineer

Dell Technologies

Jul 2020 - Jan 2022 (1 year 6 months)

In my role as a Senior Engineer, I troubleshoot and resolve technical issues for Dell devices, conducting root-cause analysis and managing escalations. I have consistently achieved high customer satisfaction ratings and have contributed to reducing average call times through effective knowledge base management.

Technical Troubleshooting Root Cause Analysis Technical Support Customer Satisfaction Escalation Management

Customer Care Analyst

Dell Technologies

Apr 2016 - Jul 2020 (4 years 3 months)

As a Customer Care Analyst, I effectively communicated with customers to resolve issues, achieving high satisfaction scores. I trained new hires on service standards and identified opportunities to improve the customer experience, leading to a significant reduction in cancellation rates.

Customer Care Training Delivery Customer Experience Communication Skills Problem Solving Technical Support Service standards

Technical Support Engineer - Social Media

Dell Technologies

Jan 2015 - Apr 2016 (1 year 3 months)

In my role as a Technical Support Engineer, I resolved technical issues for customers via social media platforms. I diagnosed hardware and software issues and managed escalations effectively, maintaining high customer satisfaction ratings.

Technical Support Social Media Customer Satisfaction Escalation Management Root Cause Analysis Problem Solving Communication Skills

Technical Support Engineer

Dell Technologies

Mar 2013 - Jan 2015 (1 year 10 months)

As a Technical Support Engineer, I diagnosed and resolved technical issues for Dell devices, achieving high customer satisfaction ratings. I handled escalations and provided quality customer service, contributing to the overall success of the support team.

Technical Support Customer Service Root Cause Analysis Escalation Management Customer Satisfaction Problem Solving Communication Skills

Technical Support Engineer - Contract Basis

Dell Technologies

Nov 2009 - Mar 2013 (3 years 4 months)

In this contract role, I routed calls to appropriate technical teams and resolved technical issues for Dell devices. I communicated empathetically with customers and guided them through the support process, ensuring a positive experience.

Technical Support Routing Problem Solving Escalation Management Empathy Customer Service

Education

Degrees, certifications, and relevant coursework

NIILM University

Bachelor of Science, Computer Science

2011 - 2014

Bachelor of Science in Computer Science, focusing on various aspects of computer science including programming, systems analysis, and software development.

Vidya Vahini PU College

Pre University, Science

2003 - 2005

Completed Pre University College with a focus on Physics, Chemistry, Mathematics, and Biology, preparing for higher education in science and technology.