Anushay Burney
Technical Support Specialist @ Teleperformance | ServiceNow Externship
- Role
- Technical Customer Experience Specialist at TP
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
About Anushay Burney
Sales and customer experience professional with a proven track record in revenue growth…
Experience
Technical Customer Experience Specialist
Nov 2023 — Present · US
Delivered expert-level remote support for a Fortune 500 leading Silicon Valley tech giant, diagnosing and resolving complex system issues, ensuring seamless user experiences- Created FAQs and troubleshooting guides,which aided in cutting ticket volume and boosting customer independence resulting in a 90%+ first-contact resolution rate, ensuring fast issue resolution and high satisfaction- Optimized CRM and ticketing systems on Core and SAP, to track customer interactions, leveraging data analytics to enhance support efficiency- Spearheaded process improvements, implementing proactive troubleshooting methods that reduced repeat inquiries by 30%- Designed and conducted technical training sessions for new team members, fostering a stronger, more competent support workforce- Acted as a bridge between customers and engineering teams, advocating for user needs and contributing to product enhancements- Promoted 4x in 1 year from frontline support to specialist roles (Tier 2), mastering advanced technical troubleshooting across software, hardware, and network-related challenges.
Education
University of London
BSC in accounting and finance , Business Administration and Management, General
2016 — 2020
ServiceNow Rise Up Program
ServiceNow Next Gen - Certification of Completion, SaaS
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