Summary
Overview
Work history
Education
Skills
Affiliations
References
Timeline
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Gurnaik Birring

Derby,Derbyshire

Summary

I am a professional who strives for excellence in every task undertaken – be it big or small. I believe in giving 100% and going the extra mile to achieve success. I have an inherent ability to adapt to new situations and challenges, enabling me to overcome any obstacle that comes my way.

I have always been dedicated to providing exceptional customer service, no matter the circumstances. I have a keen sense of empathy, which allows me to understand customer concerns and provide accurate solutions.

My experience with level 1 IT helps me keep an eye on the critical day-to-day running of IT systems, providing timely solutions to any issues that might arise. Additionally, my proficiency in VoIP communications has given me the skills to implement, manage and troubleshoot VoIP systems with precision.

I am a passionate individual with a strong work ethic, a desire to learn, and have a team-oriented mindset. I am excited to take on new challenges and contribute my skills and knowledge to help organisations achieve their goals.

Outside of working I have a huge passion for Powerlifting and strength training. My interest in Powerlifting and competing in competitions stems from a desire to challenge myself, push my limits, and grow both as an athlete and as an individual. The sport of Powerlifting offers a unique combination of physical and mental challenges, as well as a supportive community and opportunities for personal and team achievements.

Overview

17
17
years of professional experience

Work history

Technical support specialist

Cloudcall
Leicester, Leicestershire
10.2021 - Current
  • Managed high-volume calls whilst maintaining superior customer satisfaction rates.
  • Handled escalated cases with tact, minimising company liability.
  • Developed comprehensive user guides to facilitate effortless use of software.
  • Resolved escalated technical issues promptly, ensuring minimal disruptions in operations.
  • Conducted thorough troubleshooting for identifying potential software issues.
  • Showcased keen analytical skills whilst diagnosing complex technical problems.
  • Established effective rapport with customers through professional handling of their queries and concerns.
  • Shared knowledge about latest technological advancements with the team, fostering a culture of continuous learning and development.
  • Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
  • Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
  • Distilled complex technical information into easily digestible instructions for end-users.

Level 1 Technical Analyst

XMA
Nottingham, Nottinghamshire
10.2020 - 10.2021
  • Assisted in hardware maintenance and upgrades, ensuring optimum performance levels.
  • Shared knowledge about latest technological advancements with the team, fostering a culture of continuous learning and development.
  • Prioritised tasks effectively for efficient resolution of customer concerns.
  • Evaluated existing work procedures regularly for identifying improvement opportunities.
  • Provided exceptional customer service through addressing, diagnosing and resolving technical issues.
  • Performed routine system checks, ensuring swift detection of any malfunctioning components or systems.
  • Ensured compliance with company policies during installation and configuration of new systems or software applications.
  • Collaborated with cross-functional teams to ensure smooth system functioning.
  • Coordinated with vendors for procurement and maintenance of IT equipment, achieving cost-effectiveness without compromising on quality standards.
  • Troubleshot operating systems, hardware and software problems to identify root causes.
  • Investigated and diagnosed customer's technical and product queries.
  • Acquired, set up and configured hardware and software to meet specific customer requirements.
  • Asked customer targeted diagnostic questions for speedy root cause analysis.
  • Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
  • Installed new software for users and monitored version and patch update requirements.
  • Organised workspaces for employees with computer, monitors and associated cabling or equipment.
  • Answered user questions about hardware and software operation to help resolve problems.
  • Followed technical documentation for accurate installation, maintenance and repair work.
  • Carried out new hardware installations and updates, keeping systems functional and secure.
  • Prepared equipment for staff use, installing cables, operating systems, and software.

Customer service advisor

Wowcher
Derby, Derbyshire
01.2017 - 09.2020
  • Handled high volume of calls daily for faster issue resolution.
  • Logged customer complaints accurately, expedited corrective actions effectively.
  • Assisted customers in product selection to boost sales.
  • Provided detailed information about products and services to potential customers.
  • Improved customer satisfaction by promptly addressing queries and complaints.
  • Recorded and processed customer data accurately.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Recorded customer communications to maintain proper documentation.
  • Registered and updated accurate customer information on database.
  • Exceeded KPI targets when providing customer support via phone, email and chat.
  • Offered recommendations to customers based on specific situations, priorities and obstacles.
  • Assisted customers with varying questions using product knowledge and service expertise.

Customer service advisor

Sky UK/Webhelp
Derby, Derbyshire
06.2013 - 09.2016
  • Handled customer complaints professionally, ensuring customer retention.
  • Participated in team meetings sharing best practices for improving service delivery.
  • Assisted customers to resolve billing issues effectively.
  • Identified potential subscribers, promoted subscription offers to them for business growth.
  • Used CRM software proficiently, streamlining administrative tasks associated with managing subscriptions.
  • Managed phone calls and emails for effective communication.

Security officer

Security Plus
Derby, Derbyshire
08.2011 - 02.2013
  • Carried out health and safety risk assessments accurately for reducing potential hazards.
  • Supervised visitor sign-in process meticulously; ensured accurate record keeping.
  • Maintained order by monitoring CCTV screens and reporting suspicious activities.
  • Handled minor disputes amongst staff calmly and professionally, minimising disruptions at work..
  • Assisted in emergency evacuation drills, ensuring all staff understood procedures.
  • Upheld strict access controls for ensuring building security.
  • Checked identification of visitors thoroughly to prevent unauthorised entries onto the premises.
  • Ensured smooth traffic flow in the car park by directing vehicles efficiently.

Cashier assistant

Co-op Food
Derby, Derbyshire
10.2007 - 08.2011
  • Upheld store cleanliness standards, contributing to a pleasant shopping environment.
  • Handled high-volume customer interactions with patience and professionalism.
  • Maintained well-stocked checkout areas for improved functionality and efficiency.
  • Handled financial transactions using various methods of payment including credit cards, debit cards and cash.
  • Processed returns and exchanges following store policy, resulting in satisfied customers.
  • Processed payments efficiently to minimise waiting times for customers.

Education

Comptia A+ - IT

The Learning People
Remote
12.2024 -

CYQ Level 2 - Gym Instructing

Derby College
Derby
09.2012 - 06.2013

BTEC 1st Diploma - Sport

Derby College
Derby
09.2008 - 06.2010

GCSEs - Mathematics, English, English Literature, Science, Business Studies, Business Communications, IT

Chellaston Foundation School & Technology College
Derby
09.2002 - 05.2007

Skills

  • Remote user assistance
  • Ticketing software experience
  • Experience with CRM systems
  • ITIL standards familiarity
  • SaaS applications familiarity
  • Customer service-oriented
  • Software troubleshooting
  • Zendesk
  • Teamviewer
  • Salesforce
  • Jira
  • Application installation

Affiliations

  • Powerlifting
  • Fitness
  • Nutrition
  • Gaming

References

References available upon request.

Timeline

Comptia A+ - IT

The Learning People
12.2024 -

Technical support specialist

Cloudcall
10.2021 - Current

Level 1 Technical Analyst

XMA
10.2020 - 10.2021

Customer service advisor

Wowcher
01.2017 - 09.2020

Customer service advisor

Sky UK/Webhelp
06.2013 - 09.2016

CYQ Level 2 - Gym Instructing

Derby College
09.2012 - 06.2013

Security officer

Security Plus
08.2011 - 02.2013

BTEC 1st Diploma - Sport

Derby College
09.2008 - 06.2010

Cashier assistant

Co-op Food
10.2007 - 08.2011

GCSEs - Mathematics, English, English Literature, Science, Business Studies, Business Communications, IT

Chellaston Foundation School & Technology College
09.2002 - 05.2007
Gurnaik Birring