LARSON CYRIL CYRIL

Work history

Software programmer

Vijayaa limited

Slough

07.2023 - Current

Supported and maintained existing IT infrastructure and provided solutions to prevent service delays.
Addressed all tickets promptly, maintaining contracted service level agreements.
Provided timely and prompt responses to and resolutions for technology service issues and requests.
Utilized ticket systems to track history of queries and resolve desktop issues, prioritizing urgent tasks.
Resolved service user requests within target timeframes.
Collaborated with technology team members to enhance efficient operation of organization's desktop computing environment.
Collaborated with team members to create applications' system analysis based on client requirements.
Collaborated with other developers to identify and alleviate software bugs.
Reviewed, validated and automated testing to improve code quality.

Senior consultant

Intouch CX

Bangalore

01.2023 - 07.2023

Drove customer retention, building engaging relationships through every interaction.
Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
Resolved customer issues efficiently, seeking support from supervisor when necessary.
Completed care documentation and monitored patient progress to achieve up-to-date records.
Scheduled appointments with medical professionals to sell specific products.
Registered and updated accurate customer information on database.
Adhered strictly to policies and procedures for continued company compliance.
Transferred customer calls to respective medical department or personnel to address specific issues.

Volunteer Care Assistant

Sowmiya Care

Chengalpattu

07.2022 - 01.2023

Optimised patient satisfaction through compassionate, considered care and communication.
Worked professionally with caregiving teams and hospital departments to maintain continuity of care
Volunteering in a care assistant role to gain hands-on experience in providing care and support to individuals in need and assisting with daily activities, helping with mobility, and offering emotional support.
Was working closely with individuals facing health challenges or other difficulties can help you develop a deep sense of compassion and empathy.
Volunteering allows me to interact with individuals, their families, and healthcare professionals which helped me to learn and communicate clearly, listen attentively, and adapt your communication style based on the needs of those you are assisting.
Volunteering provides opportunities to collaborate with other care professionals, nurses, doctors, and support staff. Learning to work as part of a team is a valuable skill in healthcare environments.
Volunteering enhanced cultural competence by exposing to individuals from different backgrounds and helped me understand and respect cultural differences.
Caregiving volunteering allows me to become more aware of the importance of self-care. Understanding how to manage stress and maintain your well-being is crucial in any caregiving role.

Product Support analyst

Athenahealth

Chennai

02.2022 - 06.2022

Providing technical assistance and support for incoming queries from athenahealth medical patients issues related through Incident management tool and Salesforce.
Effective Collaboration with the essential medical support teams or doctor assistant to resolve the Incident tickets on a priority based tickets.
Communicate effectively with customers to understand their needs, answer inquiries, and resolve issues promptly.
Maintain a positive and professional demeanor during customer interactions.
Provide assistance to customers using athenahealth products and medical services.
Shared responsibility for safeguarding patient information through HIPAA.
Assist with the onboarding process for new customers, guiding them through the implementation of athenahealth products.

Senior Systems Engineer

Valuelabs

Chennai

04.2021 - 12.2021

Answered incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
Delivered first class customer service, prioritising empathy, patience and building rapport.
Captured customer data, entering and updating relevant information on company system to maximise data accuracy.
Recorded customer communications to maintain proper documentation.
Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
Exceeded KPI targets when providing customer support via phone, email and chat.

Senior Help desk Associate

Williams lea Tag

Chennai

09.2020 - 04.2021

Assisted wider customer service teams to produce external user guides and internal support tools.
Handled high call volumes with accuracy and efficiency for optimum productivity.
Used outstanding problem-solving and communication skills to appease dissatisfied customers.
Acted as first point of contact for customer issues and queries.
Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
Implemented customer feedback to continuously improve personal performance.
Triaged calls within desired timeframes, liaising with dispatch and supporting services to provide appropriate support.
Listened actively to caller concerns, questions and priorities.
Logged critical information onto computer system.

Volunteer Care assistant

Sowmiya care

Chengalpattu

08.2019 - 09.2020

Maintained optimal safety standards throughout client home and care environments, prioritising risk-reduction, health and hygiene.
Volunteering in a care assistant role to gain hands-on experience in providing care and support to individuals in need and assisting with daily activities, helping with mobility, and offering emotional support.
Was working closely with individuals facing health challenges or other difficulties can help you develop a deep sense of compassion and empathy.
Volunteering allows me to interact with individuals, their families, and healthcare professionals which helped me to learn and communicate clearly, listen attentively, and adapt your communication style based on the needs of those you are assisting.
Volunteering provides opportunities to collaborate with other care professionals, nurses, doctors, and support staff. Learning to work as part of a team is a valuable skill in healthcare environments.
Volunteering enhanced cultural competence by exposing to individuals from different backgrounds and helped me understand and respect cultural differences.
Caregiving volunteering allows me to become more aware of the importance of self-care. Understanding how to manage stress and maintain your well-being is crucial in any caregiving role.

Customer Experience and Sales Agent

TSA

Melbourne

02.2018 - 08.2019

Responded to inbound queries and requests from prospective customers.
Delivered life-saving instructions during the call when trying to sell products on the call for the required life threatening conditioned person.
Scheduled appointments with medical professionals to sell specific products.
Actioned client feedback to improve goods and services provided.
Solved administrative and customer service issues with knowledgeable assistance and friendly support.
Maintained accurate sales records to optimize traceability.
Gathered data during customer interactions and prepared customer and product reports.
Boosted customer satisfaction through concise communication and swift problem-resolution.
Handled concerns and complaints with care, delivering positive outcomes for continued customer loyalty.

Project Engineer

Wipro Technologies

Chennai

07.2014 - 01.2018

Explained technical information to non-technical users with clear, verbal and written communication.
Handled confrontational customers and applied appropriate de-escalation strategies.
Contributed to knowledge base by maintaining accurate records of resolution of complex solution level faults throughout ticket lifecycle.
Managed customer support cases from initial report through to resolution.
Provided first-line diagnosis of incidents and service requests to implement solutions.

Summary

Overview

Work history

Software programmer

Senior consultant

Volunteer Care Assistant

Product Support analyst

Senior Systems Engineer

Senior Help desk Associate

Volunteer Care assistant

Customer Experience and Sales Agent

Project Engineer

Education

Bachelor of Science - Computer Technology

Skills

Interests

Timeline

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