Deep Patel Email & Phone Number

Toronto, Ontario, Canada

• Managing VIP customer inquires, resolving their critical issues same day with 100% satisfaction rate
• Discovering, documenting, and promptly reporting bugs to the development team for resolution in upcoming software release, leading to a notable 10% increase in customer satisfaction
• Participating in “Ask an expert” sessions to assist tier 1 agents, resulting in a 25% reduction in escalation calls

Toronto, Ontario, Canada

• Managed second level customer inquiries via phone, email and chat (Slack) related to TouchBistro Loyalty & Rewards, Reservations, Online Ordering and all 3 party integrations through to resolution by investigating.
• Consistently met and exceeded team goal of 95% CSAT and 95% productivity.
• Vigilantly tracking escalation patterns, documented technical solutions for tier 1 support agents, leading to a 10% reduction in escalation calls

Waterloo Canada

• Guide clients to resolve technical issues in carbonite software on Windows and macOS, help with installation and walk customers through the use of the software such as backing up/restoring files using various methods.
• Skillfully identify and resolve technical issues through meticulous adherence to established procedures or innovative problem-solving, all within the stringent framework of maintaining an average call handling time of.
• Skillfully identify and resolve technical issues through meticulous adherence to established procedures or innovative problem-solving, all within the stringent framework of maintaining an average call handling time of.
• Retrieve customer system log files and pertinent data through Bomgar remote client, seamlessly attaching them to a salesforce case notes during escalation scenarios
• Work on windows server active directory to configure the user access for the business product and help client to configure the backup sets based on their needs
• Train new agents on how to handle the calls, search for the right articles during the call, and help them to exceed customer satisfaction rate of 95% Show less

Brantford, Ontario, Canada

• Managing a large number of inbound and outbound calls about technical queries of internet and television services
• Submit escalation tickets for complex issues via Service Now to appropriate internal team
• Diagnose and troubleshoot issues using appropriate internal tools such as service now, xRay, rsc tool
• Provide support and train new agents as Subject Matter Expert using Microsoft teams
• Consistently surpassing quality and adherence goals, achieving the Employee of the… Show more
• Consistently surpassing quality and adherence goals, achieving the Employee of the Month title 9 times within a two-year period Show less

Kitchener, Canada Area

Ahmedabad Area, India

- Finding and collecting details of products based on their SKU and UPC numbers- Uploading product details on web site from HTML page- Provide accurate and clear description of products with pictures- Quality check to maintain product details accurate and up to date- Providing accurate and attractive product description to maximize product selling

Post - Graduate Certificate, Information Technology Network Security

Post - Graduate Certificate, Wireless Network Infrastructure

Bachelor'S Degree, Computer Engineering