Arshdeep Sharma

realarshdeepsharma@gmail.com | (437) 970-3899 | Halifax NS, CA

WORK EXPERIENCE

Scotiabank                                                                                                                             Jan. 2022 –June 2023

Senior Customer Support Specialist                                                                                                              Halifax, NS

§  Successfully handled and resolved an average of 50+ incoming support requests per day via email, chat, and scheduled phone support, ensuring a high customer satisfaction rating of 95%.

§  Effectively resolved escalated tickets from the Tier 1 team, consistently achieving an average resolution time of less than 24 hours, surpassing departmental targets by 20%.

§  Proactively developed and maintained a comprehensive knowledge base, resulting in a 30% reduction in support escalations and providing customers with self-service options for quicker issue resolution.

§  Collaborated seamlessly with cross-functional teams to address customer pain points, actively participating in product development, and providing valuable insights and feedback as a SME.

CodeHelp                                                                                                                                                                                                              Oct. 2021 – June 2023

Senior Technical Support Specialist                                                                                             Halifax, NS

§  Provided timely and professional technical support with an average response time of 15 minutes, maintaining a 95% customer satisfaction rating.

§  Assisted Sales Teams by promptly addressing technical inquiries, leading to a 15% increase in upsell opportunities and contributing to revenue growth.

§  Created and maintained detailed documentation of technical solutions and best practices, improving efficiency and knowledge sharing within the support team., leading to a 50% reduction in escalations.

Little Caesars                                                                                                                  May 2019 – Sept. 2021

Store Manager                                                                                                                              Halifax, NS

§  Managed and supervised a team of pizza shop staff, providing guidance, training, and support to optimize performance and maintain a positive work environment.

§  Monitored inventory levels, placed orders for ingredients and supplies, and implemented effective inventory management strategies, resulting in reduced waste and cost savings.

EDUCATION

Amity University                                                                                                     

Bachelor of Computer Applications, Data Science

§  Languages: HTML, Java, C, JavaScript, Python, SQL

§  Skills & Technologies: Git, GitHub, AnyDesk, Zoom, MS Office, DBMS, Data structures and Algorithms, Networking and Network Security, Software Engineering, data analytics.

Sheridan College                                                                                                      

Business Marketing, Diploma  

§  Skills & Technologies: Customer Relationship Management (CRM) using HubSpot, MailChimp, Google Analytics, PPC advertising, Google Search Console (SEO), WordPress, Adobe Photoshop.

Other-

-Skills: C++, Webhooks, Salesforce, OAuth 2.0, APIs and SSO, PowerShell, Notion, Time Management, Knowledge Base Development (OneNote), Adaptability, Problem-solving, SaaS knowledge.

-Interests: PHP, Mojo, Cloud computing, Artificial Intelligence.

§  GitHub: https://github.com/ArrySharma

§  YouTube Channel: https://www.youtube.com/@arshdeepsharma5963