Devanshi Joshi
Technical Support Advisor @Concentrix
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WORK HISTORY
Technical Support Advisor @Concentrix
Toronto, ON, CA
Delivered technical support to customers across phone and digital channels, resolving service issues, billing inquiries, and account escalations while maintaining high CSAT scores.Utilized CRM and ticketing platforms to log, track, and close cases, ensuring SLA compliance and accurate documentation across multiple systems.Performed troubleshooting using standardized workflows and knowledge base articles, identifying root causes and escalating complex issues when required.Balanced efficiency and empathy while handling 50+ inquiries daily, meeting KPIs such as average handle time (AHT), first contact resolution (FCR), and customer satisfaction.Partnered with team leads to share best practices, improve process efficiency, and enhance overall customer experience delivery.
EDUCATION
L.D. College of Engineering
Master of Engineering - MEng, Applied instrumentation
Sarvajanik College of Engineering & Technology
BE - Bachelor of Engineering, instrumentation and control
ABOUT DEVANSHI JOSHI
Hi, I’m Devanshi. I enjoy keeping things organized, solving problems, and supporting people through my work in administration, technical support, and data analysis.In administration, I’ve managed scheduling, documentation, and CRM systems to keep daily operations running smoothly. In technical support, I’ve helped customers with troubleshooting, logged cases accurately, and made sure issues were resolved with patience and professionalism. In data, I’ve worked with Excel and Power BI to create dashboards and reports that turn information into insights for better decisions.I’ve worked in both fast-paced service environments and team-based project settings, which taught me how to stay calm under pressure, adapt quickly, and communicate clearly. Across every role, I focus on being reliable, organized, and supportive so that the people I work with feel confident things are under control.I’m open to new opportunities where I can bring together my mix of admin, support, and data skills while continuing to grow and learn.
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