Lalit Vijay

Experience

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  Tech Mahindra Business Services

  Jan 2017 - Sept 2017

  Support Specialist

  - Handled client inquiries by phone, email, and chat. Provided factual information on the company's products and services. - Maintaining and updating customer details in CRM. - Resolved questions in a timely manner, meeting SLA targets. - Enhanced help desk efficiency by assessing and offering improvements. Served as the point of contact for escalated, unresolved calls. - Assumed full responsibility for incident management and request fulfillment on ServiceDesk. - Maintained knowledge management systems and documents up to date. - Analyzed incident trends and proposed and implemented measures to reduce them. Show less

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  UA Brands (Uniform Advantage Brands)

  Dec 2017 - May 2019

  B2B Sales Coordinator

  - Built relationships with corporate decision-makers to sell products or services. - Coordinated sales teams by managing schedules, submitting important documents, and communicating relevant information. - Ensured compliance with sales-related equipment or materials. Set goals and quotas. Created training plans and maintained sales demonstration tools. - Responded to customer complaints and provided after-sales support upon request. - Ensured compliance with laws and policies.

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  TraceLink

  Jan 2020 - now

  Technical Support Executive

  - Proficient in providing timely and efficient support for traceLink application, resolving technical issues via phone and email- Demonstrated ability to troubleshoot software problems, identify root causes, and implement effective solutions to ensure customer satisfaction- Skilled in explaining complex technical concepts in a clear and concise manner to users with varying levels of technical expertise- Proven track record of meeting or exceeding customer service metrics, such as response time, resolution time, and customer satisfaction scores- Collaborated with cross-functional teams, including product development and quality assurance, to escalate and prioritize critical issues for swift resolution- Adaptability to work in a fast-paced environment, handling multiple support tickets simultaneously while maintaining attention to detail and accuracy- Contributed to the development of self-service resources, such as knowledge base articles to troubleshoot common issues independently.- Facilitated onboarding sessions for new hire employees, providing comprehensive training on company processes, customer support protocols, and the traceLink application- Developed training materials, including manuals, presentations, and interactive modules- Collaborated with department managers to assess training needs, identify areas for improvement, and develop strategies to enhance the onboarding and training process- Served as a mentor and resource for new hires, offering ongoing guidance and support- Established and maintained training documentation, including schedules, progress reports, and evaluations, to track employee development and ensure compliance with training objectives- Contributed to the development of training curriculum updates and revisions, incorporating feedback from new hires, team members, and stakeholders to enhance training effectiveness- Received recognition from management for outstanding performance in training and onboarding initiatives Show less