Kim Kaur
Auckland
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Technical Consulting and Presales Engineer
Cisco Systems, Nz
04.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally. Handled 6 to 9 chats at a time and always had 100% CSAT score.
- Developed strong relationships with clients, resulting in repeat business and a high level of customer retention.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Performed technical tasks like updating Database at the back end.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Familiar with tools like : Jira, Hubspot, Intercom.
- Provided critical input on new product development initiatives based on feedback from prospects and existing customers.
Product Sales Specialist
Westcon Comstor
01.2021 - 04.2022
- Supported resellers by ensuring prompt management of Cisco requests.
- Maintained exceptional customer service, and consistently strive to exceed customer expectations.
- Educated clients on the best available solution, tools .
- Ensured up-selling opportunities are explored with customer
- Attended technical training on products across vendor portfolio and achieve set certification requirements.
- Good working knowledge of Microsoft Office platforms and using a CRM system (SAP and 1View).
Sales Operations Specialist
Westcon-Comstor
09.2017 - 03.2020
- Pricing analysis in different scenarios before releasing the orders.
- Coordinated with other teams to get clean orders.
- Investigated the cause of low margins and working out prices in SAP.
- Updated new changes in the Vistex at getting price changes from Vendor.
- Managed promotional pricing in SAP.
Technical Quote Specialist
Westcon Comstor
12.2016 - 03.2018
- Optimized company sales and profit objectives through effective pricing management.
- Performed quotations follow-up and monthly quote activity reporting.
- Matched products to customer specifications by demonstrating knowledge of products.
- Reviewed customer specifications to ensure quote is technically compatible .
- Maintained a current understanding of bid strategies and market conditions.
- Was able to work effectively in fast paced and time sensitive environment.
- Maintained accurate documentation/paperwork and files to facilitate smooth transition to manufacturing sites.
- Incorporated use of technological capabilities to improve processes and efficiency.
Senior Product Specialist T2
Concentrix Unitec
07.2016 - 12.2016
- Provided escalation support (email, phone calls.) to resolve customer inquiries.
- Provided back up support to Tier 1 when needed (email, phone calls, chat, content review, etc.
- Created documentation/templates as per requirements of Case.
- Made important decisions for providing exceptions to customers according to the Companies policies and Instructions.
- Mentored junior team members towards professional growth, fostering an environment conducive to knowledge sharing.
Tier 1 Technical Support Representative
Concentrix Unitec
07.2015 - 07.2016
- Determined software and hardware requirements to provide solution to problems.
- Solved issues related to cloud based services.
- Assisted customers in installing and downloading appropriate software.
- Diagnosis of hardware issue and providing service options.
- Educated customers about products feature, new software releases and products.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Assisted will all the issues related to iOS devices at tier1 level.
Customer Service: Advisor
Concentrix Unitec
07.2014 - 07.2015
- Provided high quality customer service.
- Developed a strong understanding of all client services available and be able to articulate an sell those services to their customers.
- Followed, Refined or updated various operating procedures as required to improve the companies' delivery of services.
- Performed being mindful of Concentrix's agreed service level commitments but, in all circumstances ,ensured customer satisfaction is held paramount at all times.
- Engaged in quality conversations with customers - finding out their needs and delivering valuable solutions.
Junior Network Administrator
Intueri Education group
01.2015 - 04.2015
- Performed network design and capacity planning.
- Maintained and verified backup servers/systems.
- Managed security solutions, including firewall, anti-virus, and intrusion detection systems.
- Managed all network hardware and equipment, including routers, switches, hubs, and UPSs.
- Provided first hand support, IT training, and troubleshooting to all office staff for IT matters.
Customer Service Representative
Nandos Restaurant
07.2013 - 06.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
DIPLOMA - COMPUTING AND IT
AWI
B.Ed (Bachelor of education) -
Guru Nanak Dev University
2010
B.Sc (Bachelor of Science) -
Guru Nanak Dev University
2009
Skills
- Problem solving strength
- Records management
- Excellent attention to detail
- Logical reasoning aptitude
- Customer retention expertise
- Customer relations
- Relationship building
- Analytical problem solving
Accomplishments
Identified and resolved data entry errors resulting in a process change, leading to improved sales performance and recognition from the Global team.
Enhanced the billing process for Webex subscription usage by personally managing monthly tracking and invoicing,resulting in timely payments and improved cash flow for the company.
Certification
- Cisco Meraki Network Associate: CMNA
- Cisco Presales Black belt : stage 1
- Cisco Meraki Presales stage 2
- AWS Certified Cloud Practitioner
- CCST : Cisco certified Support Technician ( Networking)
- Cisco certified Customer Success Manager
Timeline
Senior Technical Consulting and Presales Engineer
Cisco Systems, Nz
04.2022 - Current
Product Sales Specialist
Westcon Comstor
01.2021 - 04.2022
Sales Operations Specialist
Westcon-Comstor
09.2017 - 03.2020
Technical Quote Specialist
Westcon Comstor
12.2016 - 03.2018
Senior Product Specialist T2
Concentrix Unitec
07.2016 - 12.2016
Tier 1 Technical Support Representative
Concentrix Unitec
07.2015 - 07.2016
Junior Network Administrator
Intueri Education group
01.2015 - 04.2015
Customer Service: Advisor
Concentrix Unitec
07.2014 - 07.2015
Customer Service Representative
Nandos Restaurant
07.2013 - 06.2014
B.Ed (Bachelor of education) -
Guru Nanak Dev University
B.Sc (Bachelor of Science) -
Guru Nanak Dev University
DIPLOMA - COMPUTING AND IT
AWI
Similar Profiles
Parth PatelParth Patel
Senior Tech Lead, Product Management (Sr. Manager) at Cisco Systems, Inc.Senior Tech Lead, Product Management (Sr. Manager) at Cisco Systems, Inc.
Venkata PaletyVenkata Palety
Sr. PostgreSQL DBA, MySQL DBA, Mongo DBA, SQL Server DBA & Sr. Oracle Database Administrator at Cisco Systems IncSr. PostgreSQL DBA, MySQL DBA, Mongo DBA, SQL Server DBA & Sr. Oracle Database Administrator at Cisco Systems Inc
SHADEN ELTANAHYSHADEN ELTANAHY
Customer Project Manager at Cisco SystemsCustomer Project Manager at Cisco Systems