Sonal Singh

Advisor Ii Technical Support @Concentrix

Hamilton, ON, CA

Provided technical support to over 500+ clients weekly, ensuring prompt and accurate resolution of escalated technicalissues. Managed and resolved 150+ warranty-related cases monthly, achieving a 98% accuracy rate in claim validation and processing,leading to faster turnaround times and reduced customer escalations. Maintain high first-call resolution rate, contributing to team performance and customer satisfaction. Achieved an 85% first-call resolution rate, streamlining support operations and significantly reducing repeat inquiries. Accurately document support cases using CRM tools while ensuring data privacy compliance. Collaborated with senior support and product teams to resolve complex issues, reducing average resolution time by 25% andboosting overall team productivity.