Deepkumar Gandhi Email & Phone Number

London, Ontario, Canada

• Optimized ticket escalation processes by developing a structured troubleshooting flowchart, reducing escalations by 25% and improving response times by 15%.• Managed high-priority incidents by coordinating with cross-functional teams, restoring service within an average of 30 minutes and minimizing client downtime.• Reduced customer wait times by 20% through proactive system monitoring and early detection of recurring technical issues.• Streamlined the complaint resolution process by identifying common issues and implementing a feedback loop, reducing complaint resolution time by 35% and improving customer trust.• Enhanced customer experience by implementing a callback system for high-priority issues, reducing wait times by 50% and increasing customer appreciation for support.• Implemented a ticket prioritization system, leading to a 30% improvement in response times for high-priority issues and ensuring critical concerns were addressed promptly.

India

• Diagnosed and resolved complex hardware, software, and network issues for 100+ users per month, achieving a 98% customer satisfaction rating and exceeding SLA targets.• Collaborated with product development teams to provide real-time end-user feedback, contributing to feature enhancements and a 15% drop in post-release issues.• Trained team members in advanced troubleshooting techniques, improving first-call resolution rates by 20% within six months.• Improved documentation for frequently encountered issues, enabling self-service options and reducing inbound support requests by 10%.• Achieved a 10% increase in customer retention by providing personalized follow-up support, and building trust and rapport with users who experienced recurring issues.

Postgraduate Degree, Supply Chain Management, A

Activities and Societies: Capstone Project: Worked in a group of 4 team members on developing strategies for coping with the global supply.

Postgraduate Degree, Logistics, Materials, And Supply Chain Management, 3.5 Gpa

Activities and Societies: Capstone Project: Worked in a group of 4 team members on developing strategies for coping with the global supply.

Post Graduate Diploma, Logistics, Materials, And Supply Chain Management, 3.5 Gpa

Postgraduate Degree, Quality Assurance, A

Activities and Societies: Capstone Project: Factory Layout Analysis focused on implementing process and strategies to decrease TAKT.

Bachelor Of Engineering - Be, Mechanical Engineering, 3.6

Activities and Societies: Participated in various activities. 1) Participated in a cultural festival held at the college and supervised.