Vaishnavi M
@vaishnavim
Results-driven support specialist with a passion for optimizing processes.
What I'm looking for
I am a results-driven support specialist with a proven ability to manage customer interactions and resolve technical issues efficiently. My experience spans both customer and technical support, where I have consistently demonstrated my capacity to enhance user experiences and drive team success. I am seeking a leadership or specialized role where I can apply my expertise to optimize processes and contribute to organizational growth.
In my recent role as an Associate - Technical Support at Tech Mahindra, I provided level 1 technical support, addressing commonly reported issues with technology products and applications. I excelled in tracking and documenting service requests, ensuring adherence to customer service and call quality standards. My proactive approach in analyzing and prioritizing incoming requests allowed me to resolve problems effectively, contributing to overall customer satisfaction.
Previously, as a Learner Success Manager at Simplilearn, I managed inbound communications for both domestic and international learners. I resolved product-related issues using Salesforce as a ticketing tool and upheld the company’s image through effective communication. My ability to manage challenging circumstances and prevent escalations has been a key asset in my career, and I am eager to bring this skill set to a new opportunity.
Experience
Work history, roles, and key accomplishments
Associate - Technical Support
Tech Mahindra
Nov 2023 - Dec 2024 (1 year 1 month)
Provided level 1 technical support to resolve basic problems with technology products and applications, including computer hardware, software, and networks. Performed tracking and documentation by entering problem details, service request status, and resolutions into the company incident management system, while also conducting break/fix repairs.
Learner Success Manager
Simplilearn
Jun 2022 - Jun 2023 (1 year)
Managed inbound calls, chats, and emails for both domestic and international learners, resolving product-related issues by determining the cause and explaining solutions. Utilized Salesforce as a ticketing tool, working independently and efficiently to meet defined SLAs and productivity metrics.
Education
Degrees, certifications, and relevant coursework
Garden City University
Bachelor of Science, Biotechnology, Genetics, Biochemistry
Grade: 8.72 CGPA
Completed a Bachelor of Science degree with a major in Life Sciences. Focused on Biotechnology, Genetics, and Biochemistry, achieving a CGPA of 8.72.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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