Sharmila K A
Barking,United Kingdom
Summary
Experienced IT professional with a strong background in Windows operating systems, server technologies, and Active Directory. Proficient in Microsoft Office Suite and CRM systems, with expertise in AI-driven feedback systems and proactive follow-up strategies. Demonstrated ability to ensure data accuracy validation, manage tickets and incidents efficiently, and resolve conflicts effectively. Excellent time management skills contribute to consistently meeting deadlines and maintaining high standards of service. Career goal: To leverage technical skills and experience to drive innovation and efficiency within a dynamic IT environment.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Customer Service Specialist
Fortray Global Services Limited
London, United Kingdom
04.2024 - 12.2025
- Delivered multichannel support through phone, email, live chat, and social media channels.
- Implemented AI-driven customer feedback system, enhancing response accuracy by 30% and reducing resolution time by 25%.
- Achieved 95% customer satisfaction rate, surpassing team KPIs.
- Optimised live chat workflows with CRM tools to decrease average handling time by 15% and improve first contact resolution by 10%.
- Assisted customers to facilitate their purchasing decisions.
- Worked as part of a team, improving communication skills within the workplace.
Support Analyst
Think Soft Digital Solutions
Ramanathapuram, India
09.2016 - 03.2019
- Handled high-volume inbound and outbound calls, ensuring consistent service quality.
- Achieved 15% improvement in First Call Resolution through efficient resource utilisation.
- Managed full ticket lifecycle, including creation, triage, and resolution processes.
- Reduced customer complaints by 35% through proactive follow-up strategies.
Apprenticeship Trainee
BSNL Ltd
Thanjavur, India
05.2015 - 08.2017
- Facilitated requirement gathering to enhance business processes.
- Developed standard operating procedures, work instructions, and process flow diagrams.
- Assisted in building reporting capabilities while ensuring data accuracy validation.
- Maintained clean and safe working environment, enhancing overall efficiency.
Education
B.Tech - Information Technology
Kings College of Engineering (Anna University)
India 08.2010 - 05.2014
Skills
- Windows operating systems
- Server technologies and Active Directory
- Microsoft Office Suite and CRM systems
- AI-driven feedback systems
- Proactive follow-up strategies
- Data accuracy validation
- Ticket management
- Incident management
- Conflict resolution
- Time management
Certification
- Microsoft Windows 10 MD102
- Office 365 Fundamentals (MS900)
- Microsoft Windows MS100
Languages
English, Tamil
Timeline
Customer Service Specialist
Fortray Global Services Limited
04.2024 - 12.2025
Support Analyst
Think Soft Digital Solutions
09.2016 - 03.2019
Apprenticeship Trainee
BSNL Ltd
05.2015 - 08.2017
B.Tech - Information Technology
Kings College of Engineering (Anna University)
08.2010 - 05.2014