Sanjeev Mali
IT Help Desk – Customer Support
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About
Dynamic customer service and technical support professional with extensive experience in call centers and help desk operations across Canada and India. Proven expertise in managing customer inquiries, resolving billing issues, facilitating renewals, and enhancing retention through effective Level 1 technical troubleshooting. Recognized for exceptional communication skills, strong empathy, and meticulous attention to documentation accuracy, fostering a positive customer experience.
Highly skilled in conflict resolution and problem-solving, committed to ensuring customer satisfaction and loyalty while adapting to changing needs and consistently achieving results through efficient service.
Experience
IT Help Desk – Customer Support - IGT SOLUTIONS - New Brunswick, Canada
(2025-03 - 2025-07)
Provided comprehensive phone, email, and chat support for software, hardware, and basic network issues. Approx 320 tickets.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Assisted users with password resets, access permissions, and system configurations.
- Logged and tracked incidents using JIRA, SAP, and EasyVista to streamline incident resolution process.
- Maintained compliance with IT security and support procedure to safeguard sensitive information.
CSR, Sales _ AMC Home Appliances - CD INFOTECH PVT LTD - India
(2020-06 - 2025-03)
- Handled inbound/outbound calls for AMC enquiries, renewals, and service requests.
- Sales of Annual Maintenance Contract – AC, Refrigerator, Washing Machine ) - Achieved target of 30 sales per month.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide assistance when needed.
- Coordinated with service teams to ensure timely service delivery.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Customer Loyalty Representative-Bell Alliant - Nordia - Moncton, NB
(2020-01 - 2020-06)
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Resolved customer concerns related to billing, plans, and service issues.
- Retained customers by offering suitable plans and solutions to prevent cancellations. (Achieved 98 % retention target)
- Streamlined complaint resolution process, enhancing customer satisfaction and loyalty.
- Processed payments and guided customers through billing explanations.
- Promoted additional services during inbound calls.
Business Analyst - CD Infotech Pvt. Ltd. - India
(2009-12 - 2019-12)
- Developed financial forecasts and budgets, ensuring alignment with organizational goals.
- Analyzed financial reports for accuracy, identifying discrepancies and recommending corrective actions.
- Streamlined month-end closing processes,improving efficiency and reducing turnaround time. (Achieved 93% for cash flow)
- Led cross-functional teams to implement new accounting software,enhancing data integrity and reporting capabilities.
- Monitored departmental spending against budgets, providing in sights to drive cost-saving initiatives
- Established internal controls to mitigate risks and ensure compliance with regulatory requirements.
- Analyzed variances between budgeted and actual financial performance to identify trends and recommend adjustments.
- Supported annual audit preparation by gathering necessary documentation and coordinating with external auditors.
Education
Bachelor of Commerce - Accounting And Computers - University of Mumbai (1993-04)
