Diksha Gupta

Wipro Limited is a leading global information technology, consulting, and business process services company, headquartered in Bangalore, India. With over years of industry experience, Wipro is renowned for its commitment to delivering innovative solutions and value to clients across diverse sectors worldwide.

Key roles & Responsibilities –

• Provide first-line technical support to end-users via phone, email, or ticketing system.
• Troubleshoot and resolve hardware, software, and network issues promptly and efficiently.
• Manage and resolve incidents, requests, and changes within the ServiceNow platform.
• Provide basic support & assistance to users of Salesforce CRM, NetSuite ERP, and Active Directory.
• Assist with user administration tasks such as account creation, password resets, and permissions management.
• Update knowledge base articles with solutions to common issues to facilitate faster resolution and empower end-users.
• Ensure compliance with regulatory requirements and industry standards related to IT service management and data privacy.

Emeritus offers professional education courses in collaboration with top-ranked universities: MIT, Columbia, UC Berkeley, Cambridge, London Business School, IITs, IIMs. Using technology and curriculum innovation, Emeritus enables working professionals who cannot enroll in full-time courses to access a top-tier, affordable education.

Key roles & Responsibilities –

• Worked with Indian Business Schools – IITs, IIMs, SPJIMR, XLRI.
• Managed large amounts of incoming emails across different time zones on Zendesk.
• Identified and assessed customers’ needs to provide satisfactory resolutions.
• Built sustainable relationships and trust with customer through open and interactive communication.
• Provided accurate, valid and complete information by using the right methods/tools.
• Met customer service team targets and email handling targets.
• Handled customer complaints, provided appropriate solutions and alternatives within the time limits; followed up to ensure resolution.
• Followed communication procedures, guidelines and policies.
• Proactively engaged customers, to ensure customers satisfaction.

Amazon is an E-Commerce Giant with customer base in all over North America, Canada, UK and India. Customer service department of Amazon for these countries function from the Amazon Development Pvt. Ltd. Pune along with many other offices all over the world. I have worked on Canada, North America and India domains of Amazon.

Key roles & Responsibilities –

• Handling Customer Queries regarding retails and retail transaction via chat and call medium.
• Responded to customer emails, letters and phone calls within company's communication targets.
• Undertaking international communications via Chat, Email and Both; inbound and outbound Phone calls.
• Maintained outstanding customer relationships by going the extra mile to assist with needs and revolve queries.
• Responsible for handling customer account inquiries, accurately providing information to resolve product/service complaints and guarantee customer satisfaction.
• Supporting new members of team on the floor as SME and DART.