Githin Varghese

Company Overview:

Nando’s is one of the leading chain restaurants in UK and Ireland region.

• Support management in training new Nandocas and inducting them into Nando’s culture.
• Assess existing staff skills and provide targeted support as needed.
• Demonstrate excellent customer service and food preparation skills.
• Assist the assistant patrão and patrão with front and back-of-house duties.
• Serve as a role model by upholding Nando’s high standards and values.
• Help prepare food to ensure high-quality food is served.
• Minimise food waste and assist managers during shifts.
• Order necessary supplies for the restaurant.
• Ensure workplace safety through proper equipment training.
• Offer ongoing support post-training to reinforce skills.

Company Overview:

Client: Optus Australia.

Project Synopsis: Singtel OPTUS Private Limited is Australia’s second-largest telecommunications company, offering broadband and wireless internet services through its Optus ‘YES’ brand. An experience of over 3 years as a senior technical expert at 247.ai.

• Create and assign trouble tickets to the back-end team for resolution.
• Troubleshot broadband and internet-related issues.
• Handled technical issues for home broadband and accounts.
• Communicate with customers via phone, chat, and email.
• Provide resolution guidance until issues were resolved.
• Logging support tickets for customers and the back-end team.
• Support remote users and collaborate with team members.
• Identifies and escalate complex issues to senior staff or specialised support teams.
• Maintain and update knowledge base articles for issue resolution.
• Ensure excellent customer service and satisfaction.
• Liaise with other departments to enhance service delivery.
• Participate in on-call duties for 24/7 support availability.

Company Overview:

Client: HP, Dell, Lenovo, Acer.

Project: Authorised servicing for laptops, desktops and printers.

• Support for desktop PCs, printers, and operating systems.
• Laptop servicing, hardware assembly, and networking.
• Efficiently identify and resolve customer issues.
• Escalate complex issues to senior team members as needed.
• Ensure timely resolution of desktop application and equipment problems.
• Run diagnostics and document problems and solutions.
• Connect to customer computers, prioritising urgent issues.
• Communicate with customers via phone, chat, email, and in-person.
• Collaborate with other departments to enhance service delivery.
• Assist team members with escalated customer issues.
• Provide on-site and off-site technical support.
• Improve client retention through regular follow-ups.
• Prioritise help desk requests to maintain customer satisfaction.
• Stay calm during crises for quick issue resolution.