Neha Sharma

House no. 3394,

Sec-27 D Chandigarh

nehauh@gmail.com
+91.9855221534

Top performing Computer Science Engineering graduate

.. Hands-on experience in IT systems, Business processes, sales and customer engagement.
Hard working and client focused IT professional with 6 years of Total diversified experience in Technical
Support, Sales, Team handling, Research, product trainings and Customer Support. Leverage educational and
practical experience to successfully build and maintain excellent rapport with clients, coworkers and
management. Superior multi-tasker, adeptly manage multiple priorities to meet deadlines without compromising
work product quality. Exercise discretion, professionalism and exceptional judgment to handle sensitive and
highly confidential and private information. Harness strong written and verbal communication skills as well as
empathetic listening talents to mediate and resolve conflicts.

Education and Professional Affiliations

Bachelors of Technology in Computer Science, 2007 with 68.4% from G.H.E.C Himachal Pradesh
University.
Senior Secondary (Physics, Chemistry, Mathematics), 2002 with 65 % from G.A.V, Solan. C.B.S.E board.
Higher Secondary, 2000 with 62 % from G.A.V, Solan. C.B.S.E board.
Certificate program in Embedded Systems and Software from Chandigarh (U.T)

Software skills
Windows 8, Windows 7, Microsoft office, Citrix, Seibel, Dell Connect

Professional Experience
Resolution Expert

December 2011 April 2014

Dell International services, Mohali, Punjab.

Provide first-level technical support on Dell supplied products and/or peripherals using documented
procedures and available tools.
Provide first-level technical support on Dell Supplied software and applications to the point of installation
and basic use, or to the level of service appropriate to the warranty offered on the product
Troubleshooting using techniques and tools to identify technical defects/issues
Support the customer in all aspects through to problem resolution, keeping the customer informed and
updated throughout life of incident
Maintain knowledge of Dell's product line and service offerings along with future industry products and
technologies
Attend and then conduct required trainings, sessions to bring the team to same page.
Comply with schedule adherence to ensure overall service level targets are achieved for team.
Identify and provide input on unique or recurring customer problems

Process Associate.

January 2010 September 2011

KDMS, Mohali, Punjab.

Establishes and maintains a high level of customer satisfaction in all sales transactions.
Consistently meets or exceeds weekly and monthly sales activity goals by utilizing sound telephone based
selling approaches.

Close prospective customers using working knowledge of the KDMS customers product line.
Identify opportunities to up-sell and cross-sell customers.
Handle inquiries with regard to product, pricing order expediting, customer relations and complaints.
Handle all incoming phone calls with courtesy and professionalism.
Multi-task and solve customer problems, take orders and answer inquiries while completing other assigned
tasks.
Responsible for handling and resolving customer inquiries accurately timely.
Required to pay close attention to details, reviewing, adding, or deleting comments necessary to process
orders, sending acknowledgments with notification of order changes or per customer request.
Process order system regarding all aspects of order entry, order inquiry, customer, customer cross-reference,
and any other functions necessary to perform daily tasks.
Responsible for maintaining and updating customer files.
Correct incomplete orders.

Process Associate

August 2008 December 2009

Call In Helpdesk
Understanding customer requirements and presenting appropriately to make a sale for magazine
subscription.
Cold calls to arrange meetings with potential customers to prospect for new business;
Respond to incoming email and phone enquiries;
Act as a contact between a company and its existing and potential markets;
Negotiate the terms of an agreement and closing sales;
Gather market and customer information;
Advise on forthcoming product developments and discussing special promotions;
Attend team meeting and sharing best practice with colleagues.