Umangi Patel

Results-driven Technical Support Advisor with over five years of experience delivering remote technical support and exceptional customer service in fast-paced telecommunications environments. Expertise in diagnosing and resolving home internet, Wi-Fi, modem, and network connectivity issues using remote diagnostic tools. Skilled at troubleshooting technical problems, educating customers on products and services, and achieving first-contact resolution whenever possible.

Proven ability to manage high call volumes while consistently meeting performance metrics, including Customer Satisfaction (CSAT), First Call Resolution (FCR), Quality Assurance (QA), and Average Handle Time (AHT). Recognized for strong analytical thinking, technical troubleshooting, and a customer-first approach.

Technical Support Advisor at Rogers Communications Inc. (2022-06 – 2026-07)

• Delivered remote technical support to residential customers experiencing internet, Wi-Fi, modem, and network connectivity issues.
• Diagnosed and resolved technical problems using remote diagnostic and troubleshooting tools while ensuring a seamless customer experience.
• Assisted customers with modem installation, activation, configuration, firmware updates, and Wi-Fi optimization.
• Troubleshot connectivity issues involving routers, wireless devices, DNS, DHCP, IP configuration, and network performance.
• Performed account verification, service provisioning, modem resets, and network testing while maintaining customer privacy and security.
• Educated customers on optimizing their home network and connected devices to improve internet performance.
• Coordinated technician dispatches for issues requiring onsite investigation and follow-up.
• Maintained detailed case documentation, troubleshooting steps, and resolutions within CRM systems.
• Escalated complex technical issues to Tier 2 support teams when required to ensure timely resolution.
• Consistently achieved performance targets for Customer Satisfaction (CSAT), First Call Resolution (FCR), Average Handle Time (AHT), and Quality Assurance (QA).

Technical Support Advisor at Concentrix (2021-05 – 2022-06)

• Delivered first-level technical support and customer assistance through inbound calls in a high-volume contact centre.
• Identified, analyzed, and resolved technical and service-related issues by guiding customers through structured troubleshooting steps.
• Assisted customers with account access, device configuration, service activation, and basic connectivity concerns.
• Investigated customer issues, documented findings, and escalated complex technical cases following established procedures.
• Maintained accurate customer records and technical case notes using CRM applications.
• Processed billing inquiries, account updates, and payment requests while adhering to company policies and privacy standards.
• Built positive customer relationships through effective communication, active listening, and timely issue resolution.
• Collaborated with cross-functional teams to improve service quality and achieve operational goals.
• Consistently met key performance indicators, including productivity, quality assurance, and customer satisfaction.

Environment Technician – Sheridan College

Bachelor of Engineering in Environmental Science and Technology – Gujarat Technical University