HEMEN PATEL

      692 Palisade Rd.

      Union, NJ 07083

      Phone#: 908-414-4106

      E-MAIL: hemen1011@yahoo.com

 

OBJECTIVE: To obtain a position in Digital support that will enable me to utilize my strong analytical                          skills, attention to detail, and ability to work with people. A constant desire to improve, learn more and take things higher. Reference upon request.

 

EDUCATION:

2004-2006     New Jersey City University, Jersey City, NJ

       Major: Business Administration    Specialization: Management

       Date of graduation December 2006       Cumulative g.p.a. 3.40

 

EXPERIENCE:

 

Retail Support Analyst

Kate Spade (2014-2015)

 

v      Provide 2^nd level support for stores, troubleshoot problems in a timely manner, seeks assistance for problems that cannot be resolved and maintain appropriate communication to the user until the problem is resolved

v      Work closely with team members to ensure that all stores’ receive the best customer service as possible

v      Keep manager informed of important developments, potential problems and related information necessary for effective management

v      Document all technical support tickets via Service Now in order to provide adequate detail to maintain an efficient escalation process

v      Work with several Microsoft Office programs (Word, Excel, Powerpoint)

v      Utilize remote connection tools like Xendesktop

v      Experience with retail point-of-sale systems, workstations, registers and printers

v      Support the following Retail Applications: POS, CRM & MPOS

v      Stay current on POS software interface and current operating system issues pertaining to operating system or software conflicts

v      Work closely with retail business analyst and decision makers to understand business requirements that drive the analysis, design and implementation of quality POS solution

v      Understand basic networking essentials to provide connectivity to servers, host machines and internet

v      Actively looking for opportunities to enhance our ability to support the retails stores

 

Digital Subject Matter Expert

Barnes & Noble - Lyndhurst, NJ (2011- 2014)

 

v      Act as a final level of customer facing, technical support on Tier 3

v      Respond directly to requests from Tier 2 from customers' to identify, determine, recreate, resolve or escalate issues using existing guidelines and standardized tools

v      Ensure customer satisfaction through end-to-end management of each service request via emails.

v      Ensure follow-up with the customer until issue is resolved

v      Maintain technical expertise and knowledge about new versions and products

v      Assisted in the opening of outsourced call centers, this includes traveling internationally and domestically where I acted as liaison between Corporate Offices and Outsourcer Management

 

Digital Support Engineer Tier 2

Barnes & Noble - Lyndhurst, NJ (2010- 2011)

 

v      Work with customers to provide exceptional customer service and ensure customer satisfaction; received customer inquiries by phone or email

v      Research technical issues using FAQ's and web, work through customer issues and turn around possible refund requests

v      Provided escalated support to outsourced call center regarding advanced troubleshooting methods of devices, applications, and NOOK eBooks; as well as providing feedback on policy and procedures

v      Responsible for assisting Tier 1 personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these complex issues

 

Digital Support Engineer Tier 1

Barnes & Noble - Lyndhurst, NJ (2010)

 

v      Guiding customers to understand the features of NOOK usage while diagnosing customer software problems

v      Ensure customer support calls are handled quickly and efficiently, ensuring the customer is updated and involved all times related (compatibility, installation, usage, firmware upgrades, and troubleshooting) to Digital media products: NOOK 1st edition, NOOK Simple Touch, NOOK Simple Touch Glow Light, NOOK Color, NOOK Tablet, NOOK HD/HD+, and NOOK application on Smartphones, Android, Apple products & Windows 8.

v      Participating in NOOK training and development activities as needed

v      Accurately document client calls, and utilize software

v      Understand the commercial, as well as technical implications of issues reported, so priorities can be allocated correctly

 

PROJECTS :

 

Beta Tester

v      In-depth knowledge of bug tracking and logging test case result

v      Creative, attention to detail, with excellent communication skills

v      Handle the tasks of validating bugs and preparing beta testing results

v      Perform responsibilities of handling functional issues by coordinating with software developers and testers

v      Responsible for testing beta version in various NOOKs

 

Technical Writer

v      Write, edit, proofread and maintain documentation for completeness, style, and accuracy to ensure it reflects Barnes & Noble commitment to quality

v      Researching existing documentation of existing Knowledge Base articles and workflows

v      Ensure strong flow of information between the Knowledge Base group and internal support teams and our Outsourced Partner teams

v      Capacities to transform technical information into detailed illustrations and documentation

 

CRM-UAT Testing

v      Proficient knowledge about the CRM principles and techniques

v      Skilled at performing quality within the assigned modules and time frame

v      Document the steps taken in CRM projects and ensure each step contributes to the success of the CRM project

 

Social Media Coordinator

 

Essential Functions:

v      Assist with Social Media manager in the day-to-day management of the active Social Media campaigns and strategies

v      Help distribute content across social platforms

v      Monitor community feedback in real-time and assist customers’ via Barnes & Noble forums

v      Assist with research and Social Media reporting

v      Stay current with new technological trends within the Social Media space

 

Accountability:

v      Responsible for timely review and responses on Social Media platforms

v      Create weekly report to track responses to Social Media content from Barnes & Noble website

v      Manages daily Social Media updates schedule and analytics

 

Accounts Payable

Style Asia Inc. Moonachie, NJ (2007- 2008)

v      Prepared monthly reports: Freight, Profitability, and Printing

v      Data Entry and also worked with Excel

v      Checking credit references for customers

v      Answer incoming calls, emails, and mails from customers and other departments

 

 

Customer Service Representative

Dish Network - Pine brook, NJ (2005-2007)

 

v      Handled 100 + calls per day in an inbound call center

v      Provide quality technical support service through one-call resolution to establish a long-term customer relation

v      Accurately respond to questions and assist customers with product features, installation, setup, troubleshooting and hardware operations

v      Assist customers with their billing and payments needs and accepting payments via credit card

v      Utilizing Windows based computer applications, intranet based applications, and ledger based billing systems to process customer inquiries.

v      Effectively work with peers in a team focused environment

v      Very accurate and rapid keyboarder

 

Customer Service Representative

Barnes & Nobles, Springfield, NJ (2006-2007)

 

v      Consistently maintain a positive attitude & enjoy helping people

v      Recommended customers' best book for the week

v      Placing orders for customers

v      In charge for membership enrollment

 

SPECIAL SKILLS: Active on Social Media and Digital-savvy. Organized, detail-oriented, self-motivated with excellent time management, quick learning/self-disciplined, prioritization, and multiple task/project coordination skills. Strong work ethic and professional attitude emphasizing reliability, integrity, teamwork, and the willingness to work as necessary to get the job done. Ability to think clearly and calmly when faced with issues and problems. Proven ability to work to stringent deadlines.

 

Software: Proficient in MS Office (Word, Excel, PowerPoint), Outlook, Publisher, QuickBooks, SAP, SAP CRM, Jira, Mercury User Admin, Service Now, Citrix, XenDesktop

Operating System: Android, Apple, Windows Microsoft 95'/98, NT, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 8.1

 

Other: Fluent in English, Gujarati, & Hindi

 

KEY ACHIEVEMENT: Assisted in CSR Beta Program for various NOOKs', mentor in a Domestic & International Barnes & Noble sites: Premiere and (Knoah) India, Assisted in B2B startup for NOOK, Launch of Knowledge Base, launch of NOOK Instant Answers- refine & improve the Knowledge Base portal. Assisted in CRM UAT-Testing.