Amit Handa Email & Phone Number

Ontario, Canada

Markham, Ontario, Canada

Burlington, Ontario, Canada

➢ Efficiently reduced truck roll for the team by 6% which helped have more window for booking service calls and escalation.➢ Training and Coaching new hires to navigate through knowledge base.➢ Updated website Knowledge data base and Cogeco Customer Support base.➢ Helped maintain service level for technical tickets in compass and remedy ticketing system➢ Worked with cross functional team to reduce call flow by 11% on tapping the regular problem.➢ Helped taking initiative by re-processing the call documentation reasoning to analyze root cause problem.➢ Supported and configured wireless connectivity related issues➢ Presented effective resolutions to issues by working closely with software, third party, vendors➢ Tracked user calls for resolution and escalation through Kintana Helpdesk Software➢ Provided timely and friendly customer service to guarantee satisfaction to TIER 1 support

Hamilton, Ontario, Canada

•Promptly and effectively responding to customer inquiries via email and phone.•Triaging and investigating customer inquiries, forwarding inquiries, tasks, and issues to appropriate teams based on findings.•Participating in internal ticket reviews to identify opportunities for knowledge and process improvement.•Actively prioritizing and monitoring new and ongoing inquiries.•Responsible for updating and maintaining internal knowledge bases.•Monitoring, moderating, and responding to comments and questions on the public-facing customer service portal.

Hamilton, Ontario, Canada

•Managing Team for stores from sales volume B to A+. Train and Enforce Loss Prevention. •Perform weekly visual changes. •Motivate and drive the business. •Complete weekly market recaps & Control overall wage cost keeping shrink under control. •Analyzing Business through sales analysis on POS. •Hiring and recruitment for all position's up-to Co-Manager. •Making Schedule for the entire team. •Performance audit for all the employee's by doing MPI. •As a result, the stores have performed in LP Audits from Fail Grade which is C to Pass Grade which is B, also as a result the losses due to low sales have been improved with great margin from -38% to +3% by keeping shrink under .50% which is below industry standard

Gurgaon, India

•Adept in handling different roles and responsibilities within a scrum team including that of a proxy product owner / scrum master / analyst / tester•Served as a liaison between business stakeholders and the IT organization•Manage client expectations and ensure alignment between business needs and IT activities•Experience in documenting agile stories, creating functional specifications and user experience design including prototypes and screen mock-ups•Responsible for developing and maintaining business requirement documents, use cases with process flow diagrams, activity diagrams and functional specification document•Experience working with developers and a high comfort level working in an Agile environment•In-depth expertise in MS Project with accurate time estimates and planning•Business communication with stakeholders to develop technical solutions and to provide guidance on best practices and implementation•Performed functional, integration, system and regression testing on the application•Provided training to educate project team members on business unit goals and objectives and increase awareness among business stakeholders of the value of our technology solutions.

Gurgaon, India

• Providing Access to business client for getting Web Access for Pricing, COO (certificate of origin), and Availability and Web site registration as• Our web site works on SAP integrated software for Canadian & USA Origin.• Providing Access on SAP Web • Login version 7.3 Access to Vendors, OEM, Contractor, Whole seller for training with area sales Rep’s• Handling Tech Mails from the client• Working on WinSCP Software for Return failed and corrected Xml files.• Creating Remedy Tickets in BCI tool 8.1 Version• Working on CMS Software Supervisor R16 Version 16.

Gurgaon, India

• Field incoming requests from customers via phone, email and customer portal• Analyzed, diagnosed and escalated systematic residential comfort and care products issues• Maintained regular communication with customers throughout the life cycle of the case• Utilized Salesforce to track all communications and inquiries

Post Graduate, Information Technology Business Analyst Operations, 3.1

Activities and Societies: Overall GPA 3.1. This Course have skilled me towards stronger critical analysis, agile thinking and gave me.

Bachelor Of Technology - Btech, Electrical, Electronics And Communications Engineering, 70%

Activities and Societies: Was working as a volunteer in RED CROSS SOCIETY Hosted college community shows • Overall passed with 71% where I.

Diploma, Ece(Electronics And Communication), 79%

12Th, Non Medical, 60%