Shikha Kumari
Technical Support Analyst at Dell Technologies | Expert in Technical Support, Computer Hardware Assistance, and Customer Support
- Role
- Technical Support Analyst at Dell Technologies
- Location
- New Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Shikha Kumari
I am a versatile professional with a robust mix of technical support, customer service…
Experience
Technical Support Analyst
Oct 2021 — Present · New Delhi, IN
Facilitated the swift distribution of 150 official laptops to leadership teams within one week, achieving a 30% increase in customer satisfaction due to enhanced technological access.Resolved complex hardware issues, contributing to a 40% increase in revenue and setting new client service standards.Managed a COVID-induced supply chain crisis, leading to a 20-30% increase in parts utilization through strategic adjustments, ensuring continued operations.Collaborated with teams to refine OS installation processes, directly resulting in a 20% improvement in customer satisfaction ratings (CSAT).Led problem-solving initiatives that halted and reversed a sales decline, significantly boosting customer satisfaction.Achieved an 8% reduction in repeat dispatches and a 22% decrease in repeat calls, streamlining production processes and increasing efficiency.Effectively resolved recurring LCD flickering issues through diligent troubleshooting and timely driver updates.Designed and provided technical and telephone skills training to peers, enhancing group performance and improving compensation metrics.Introduced new debugging formats that enhanced group performance and established more efficient training protocols.
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