Sahana Shirodkar

Utilized CDAX tools to manage and process customer interactions across calls, emails, and chats while ensuring timely and accurate issue resolution.

Technical Analyst - Joules to watts for Hewlett-Packard(HP)

(2025-01 - 2026-01)

Utilized CDAX tools to manage and process customer interactions across calls, emails, and chats while ensuring timely and accurate issue resolution.

• Performed identity verification and detection processes with a strong focus on compliance, accuracy, and adherence to operational guidelines.
• Analyzed and maintained data using Microsoft Excel, Tableau, and Power BI to generate reports, track performance metrics, and support business decision-making.
• Provided support and resolution for hardware, software, and transportation-related queries, ensuring a seamless customer experience.

Technical Representative operations - Concentrix for Logitech process

(2024-01 - 2025-01)

• Provided technical support for software, hardware, and network issues, utilizing TeamViewer for remote troubleshooting and reducing average resolution time by 20%.
• Resolved 200+ customer tickets per month through Zendesk and other ticketing systems, ensuring timely issue resolution and high customer satisfaction.
• Assisted customers with software installation, configuration, updates, and troubleshooting while effectively explaining technical concepts to non-technical users.
• Created, maintained, and updated technical documentation, FAQs, and knowledge base articles, improving team efficiency and reducing repeat inquiries by 10%.
• Demonstrated strong problem-solving, communication, interpersonal, and attention-to-detail skills while delivering exceptional customer support in the Logitech process.

Web Development Intern - Dotch Endeavours Pvt.Ltd

(2023-01 - 2023-06)

• Designed and built 1 responsive and mobile-friendly websites optimized for different devices and browsers, increasing user engagement by 30%.

Master in Computer Application - Computer Application - The Oxford College of Engineering (2024)

Bachelor of Computer Application - Computer Application - Divekar College of BCA (2022)

HSC (Class XII) - Premier College of Science and Commerce (2019)

SSC (Class X) - ST Michael's Convent School (2017)