Dylon Cornelio
Waterford,Ireland
Summary
Dedicated and solutions-oriented Customer Service and Technical Support Specialist with 5+ years of experience delivering exceptional support in fast-paced environments. Proven expertise in diagnosing and resolving technical issues for a wide range of products and services, ensuring customers receive prompt and effective solutions. Adept at handling complex inquiries, managing escalations, and providing clear communication to enhance customer satisfaction. Skilled in troubleshooting, account management, and utilizing CRM and support software to track interactions and optimize service delivery. Committed to driving customer loyalty and satisfaction through empathetic support, problem-solving, and proactive service improvements. Known for consistently meeting or exceeding performance targets, including first-contact resolution rates and customer satisfaction scores.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
Work History
Senior Customer Support Associate
Accenture
Bangalore, India
03.2024 - 11.2024
- Provided exceptional customer service by assisting Virgin Media customers with inquiries, technical issues, and billing inquiries via phone and email.
- Guided customers through troubleshooting steps for equipment, including modems, routers, set-top boxes, and mobile devices, ensuring effective solutions were implemented.
- Managed a high volume of customer inquiries, consistently meeting KPIs for response times, issue resolution, and customer satisfaction ratings.
- Escalated complex technical issues to higher-level teams while ensuring clear communication with customers and maintaining a positive experience throughout.
- Processed account changes, upgrades, and billing adjustments, ensuring accuracy and compliance with Virgin Media's policies.
- Documented and tracked customer interactions in the CRM system to ensure a seamless follow-up process and accurate record-keeping.
- Delivered personalized recommendations to customers on how to optimize their Virgin Media services based on their needs and preferences.
- Provided support for customers experiencing service outages, including providing updates on restoration times and compensation claims.
Senior Technician
Dell Technologies
Bangalore, India
09.2021 - 01.2024
- Interact with users via Sprinklr & maintaining a public and professional disclosure with regard to improper behavior and means to avoid future enforcement actions.
- Provide first line diagnostic support and technical expertise to answer customer questions, troubleshoot and resolve while maximizing customer satisfaction.
- Perform repair and maintenance of computer systems, hardware, software, and peripherals.
- Analyze system requirements to efficiently isolate and resolve wide array of technical issues.
- Taking remote access of the system and solving critical software related issues.
- Leveraged technical expertise in using Excel to store, retrieve and analyze data and formulate report.
- Working in a high paced multicultural environment, providing support across number of languages.
- Performing Dispatch and Escalation cases audits for the team.
- Providing feedback to team members for improving their CHS and troubleshooting skills.
- Mentor for new joiners of work team and supporting them with complicated issues.
Intern
Bharat Electronics Limited
Bangalore, India
04.2021 - 05.2022
- Designing and development of display systems for military and commercial equipment at PDIC in Bharat Electronics Limited.
- Developed a presentation outlining key findings in a project, leading to its successful completion.
- Performed research on new technologies and trends in the industry, resulting in improved processes and new ideas.
Customer Support Representative
Dtrick Solutions Pvt. Ltd
Bangalore, India
08.2016 - 01.2021
- Collaborated with cross-functional teams to ensure customer inquiries were answered in a timely and accurate manner.
- Investigated and identified the root cause of customer issues and provided detailed reports to stakeholders.
- Developed a knowledge base of common customer issues and their solutions.
- Created reports and documents as requested by the office manager.
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner.
Education
Bachelors in Engineering - Mechanical Engineering
Sambhram Institute of Technology
Bangalore, India 08.2015 - 07.2021
Senior secondary school - Science
St. Aloysius Pre-University College
Mangalore, India 06.2013 - 04.2015
High school -
Indian English Academy School
KuwaitSkills
- Customer Service
- Customer relations
- Problem-solving
- Complaint resolution
- Customer retention tactics
- Clear communication
- Product upselling
- Basic IT support
- Microsoft Office 365
- Computer hardware repair
Languages
English
Advanced
Arabic
Beginner
French
Elementary
Hindi
Intermediate
Timeline
Senior Customer Support Associate
Accenture
03.2024 - 11.2024
Senior Technician
Dell Technologies
09.2021 - 01.2024
Intern
Bharat Electronics Limited
04.2021 - 05.2022
Customer Support Representative
Dtrick Solutions Pvt. Ltd
08.2016 - 01.2021
Bachelors in Engineering - Mechanical Engineering
Sambhram Institute of Technology
08.2015 - 07.2021
Senior secondary school - Science
St. Aloysius Pre-University College
06.2013 - 04.2015
High school -
Indian English Academy School
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