Amity - First time manager Resume Critique Request

by Amity
(India)

Career Objective

A managerial position utilizing my leadership, analytical and communication skills to make a positive influence on organizational growth and bottom line profitability.

Professional Experience

XXXX Jan 2005 – Jan 2009
Advanced Resolution Expert

Customer Service
•Job involved taking 20+ inbound calls (Mostly Escalations).
•Resolved technical issues, billing questions and disputes related to Dell Desktops, Laptops, Printers and Accessories.
•Successfully responded to customer complaints resulting in repeat business.

Technical
•Hardware - Worked with customer on the phone to diagnose, locate & replace faulty hardware component.
•Software - Utilized Dell’s remote access tool (Dell Connect) to remotely assist customers.
•Guided customer to install/remove/repair/upgrade Windows operating system & various software packages on the phone & via remote access.

Training & Auditing
•Handled technical and policy escalations.
•Audited calls and provided feedback to associates on communication & technical aspects.
•Trained and assisted associates with hands-on troubleshooting of workstation equipment and peripherals.
•Trained team and peer supervisors on new products and policies.

Research
•Maintained detailed knowledge of company products, systems and services and applied it effectively in understanding customer problems, diagnosing requirements and offering solutions.
•Analyzed customer experience surveys to improve / maintain communication scores.
•Scrutinized reoccurring technical issues to implement standardized solutions.
•Applied various data manipulation techniques such as Linking, pivot tables, lookups, formulas, filtering, macros and SQL to analyze data.

Supervisory
•Maintained productivity reports and shared the same in daily team huddles.
•Provided timely downloads to the team on various changes and developments in the process.
•Organized weekly quizzes to test team’s knowledge on technical knowledge.
•Maintained an Issue tracker to capture and resolve all concerns related to team performance.

Key Accomplishments

•Received first Green Alert on the floor from CEC Org for exemplary performance on a call.
•Viewed as an exceptional team player. Successfully supported workload of two employees for one month when call center was understaffed.
•Consistently generated additional revenues utilizing thorough product knowledge and friendly sales techniques to up-sell product specials.
•Received Customer Champion award - Exceeded customer expectations and delivered superior service levels while following company guidelines and procedures.
•Awarded Employee of the Quarter for commitment to go above and beyond the call of duty on a regular basis.

Education

Degree University Year
B.Sc, Computer Science XXXXX University 2003
M.Sc, IT XXXXXX University 2008
Pursuing MBA (Sym 3) XXXXX University 2008-2010

Education @ Dell

•Dell Certified System Engineer (DCSE).
•Microsoft Certified System Engineer (MCSE).
•Dell Advanced resolution expert certification - excellence in PC hardware and software troubleshooting.
•Successfully completed Dell Leadership Essence training.