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SB@shilpabhandari
Tech support specialist with a focus on customer satisfaction.
United StatesI am a dedicated tech support specialist with a strong background in delivering exceptional customer service and technical assistance. My experience at Swimply, Inc. allowed me to hone my skills in troubleshooting and resolving customer issues efficiently, achieving a remarkable 98% Customer Satisfaction (CSAT) score. I take pride in my ability to communicate complex technical solutions clearly and effectively, ensuring users feel supported and valued.
Prior to my role at Swimply, I served as a Supervisor in the Office of Distance Education, where I led a team of student assistants and supported over 11,000 students and 680 faculty members during a critical transition to remote learning. My commitment to excellence in technical support was recognized through consistent praise from supervisors and faculty, reflecting my strong problem-solving skills and ability to maintain high satisfaction ratings in user feedback surveys.
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Work history, roles, and key accomplishments
Swimply, Inc.
Jul 2021 - Present (4 years 4 months)
Provided technical support to users of Swimply's web and mobile platforms, resolving issues and ensuring smooth experiences. Investigated and recreated customer-reported bugs, collaborating with the engineering team for escalation and resolution. Achieved a 98% Customer Satisfaction (CSAT) score by efficiently managing high volumes of tickets using Zendesk.
Office of Distance Education
Aug 2017 - Present (8 years 3 months)
Promoted to Supervisor, overseeing a team of 5 student assistants and providing technical support to over 11,000 students and 680 faculty members using Blackboard LMS. Managed a significant increase in support requests during the COVID-19 pandemic, conducting training sessions and collaborating with IT to enhance virtual classroom functionality. Maintained high user satisfaction ratings through cl
Degrees, certifications, and relevant coursework
YUBachelor of Science, Computer Science
Pursued a dual degree program, focusing on the core principles of computer science and mathematics. Gained a strong foundation in both theoretical and applied aspects of these disciplines.
YUBachelor of Science, Mathematics
Completed a comprehensive curriculum in mathematics, developing analytical and problem-solving skills. Studied various mathematical concepts and their applications.
United StatesYou can contact Shilpa and 90k+ other talented remote workers on Himalayas.
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