Suzy Chellem
Manurewa,Auckland
Summary
Resourceful IT Technician with 5 years of experience in customer service, IT support, and data management. Highly proficient in Microsoft Excel with advanced skills in data analysis, complex formulas, and pivot tables. Strong background in troubleshooting, problem-solving, and multi-tasking within fast-paced environments. Eager to leverage strong organizational skills, problem-solving abilities, and customer centric approach to contribute to Inchcape's commitment to customer satisfaction in the automotive industry.
Overview
8
8
years of professional experience
Work History
Business Care Partner
Stanley black and deckers
01.2024 - Current
- Providing customers with product and service information.
- Provide information on promotions, pricing, stock availability, and order tracking. Address queries related to products and company processes.
- Handle tasks such as order entry within defined timeframes, backorder reporting, and follow-up to ensure timely delivery to account customers. Investigate and resolve all open sales orders.
- Maintain inbound call service levels as per agreed standards, process inbound orders through SAP within set cycle times, and uphold order entry quality standards.
- Assist with placement of orders, refunds, or exchanges of products or services.
- Explain the terms and conditions of warranties, product returns.
- Resolve customer complaints regarding sales and services and Adjusted bills and refunded money
- Liaise between customers and retail buyers to expedite orders and meet customer demands.
- Order follow upOrder fulfilmentCustomer queriesCustomer communication create invoices/credit notesReturn handlingComplaint handlingArchive business documents
- identifying all items as a catalog part number and description, verifies quantity, and extending all items on customer orders.
Help Desk Technician
Milestones Technologies
India
01.2022 - 12.2023
- Act as the primary contact for internal IT support requests.
- Provides software, account support and technical education to end users on computer, mobile devices, and printers.
- Troubleshoots Mac, Windows and Chrome OS software, iPhone and Android mobile phones, iPads, and other IT related hardware for end users through chat, video conference, email and ServiceNow.
- Sets up mobile phone, email, VPN, and internet access for users via secure company network.
- General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network.
- Educate new hires on new software and technology related procedures to secure a swift onboarding process.
- Manage AV tickets and drive resolutions through the ServiceNow ticketing system.
- Responsible for solving issues, driving enhancements, and improving support for all IT related functions on a day to day basis.
- Contact and collaborate with software and hardware vendors to solve technical issues as needed
Senior Tech Support
TechMahindra Ltd
India
03.2020 - 12.2021
- Provided technical troubleshooting for customers in the telecommunications industry, focusing on voice, data, and video services.
- Identified and resolved technical issues quickly, helping improve service quality and customer satisfaction.
- Managed trouble reports and escalations efficiently, ensuring timely resolutions.
Process Analyst
EXL Service Pvt. Ltd
India
01.2017 - 01.2019
- Worked closely with clients to update and process insurance policy renewals and amendments.
- Delivered high-quality customer service by ensuring accuracy and timeliness of all documentation and data.
- Provided mentoring and training to new associates, ensuring they met performance standards.
Education
MBA - Post Graduate Diploma in Management
Institute of Management Technology
Ghaziabad01.2022
Bachelor of Science - Computer Science
Jawaharlal Nehru Technological University
Kakinada09.2016
Skills
- Excel Proficiency: Advanced skills in data analysis, pivot tables, complex formulas, and data visualization
- Data Entry & Reporting: Experienced in managing databases, updating records, and generating reports
- Customer Service: Strong interpersonal skills with a focus on providing exceptional customer support
- Problem Solving: Ability to quickly identify issues and apply effective solutions
- Communication: Excellent verbal and written communication skills
- Technical Support: Expertise in troubleshooting across various platforms including Windows, Mac OS, and mobile devices
- Project Management: Ability to manage multiple tasks, prioritize effectively, and meet deadlines
- Attention to Detail: Meticulous in record-keeping, data accuracy, and managing documentation
Accomplishments
- Awarded as best performer for Quarter 2-2018
- Awarded best performer for month of Oct17-jan18
- Awarded Top performer for Quarter 1-2023
Timeline
Business Care Partner
Stanley black and deckers
01.2024 - Current
Help Desk Technician
Milestones Technologies
01.2022 - 12.2023
Senior Tech Support
TechMahindra Ltd
03.2020 - 12.2021
Process Analyst
EXL Service Pvt. Ltd
01.2017 - 01.2019
MBA - Post Graduate Diploma in Management
Institute of Management Technology
Bachelor of Science - Computer Science
Jawaharlal Nehru Technological University