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Shilpa Bhandari

@shilpabhandari

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Tech support specialist with a focus on customer satisfaction.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I 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.

Experience

Work history, roles, and key accomplishments

Tech Support

Swimply, Inc.

Jul 2021 - Present (4 years 3 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.

Technical Support Customer Service Zendesk Troubleshooting Bug Reporting Database Management Customer Satisfaction

Tech Support Supervisor

Office of Distance Education

Aug 2017 - Present (8 years 2 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

Technical Support Team Leadership Training Collaboration Problem Solving Documentation Customer Satisfaction Online Education

Education

Degrees, certifications, and relevant coursework

Youngstown State University

Bachelor 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.

Youngstown State University

Bachelor of Science, Mathematics

Completed a comprehensive curriculum in mathematics, developing analytical and problem-solving skills. Studied various mathematical concepts and their applications.