Deep Patel Email & Phone Number

Kitchener, On, Ca

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 issues, identifying the root cause• 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 15 minutes and an average wrap-up time of 3 minutes… Show more • 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 15 minutes and an average wrap-up time of 3 minutes. • 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 • 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 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