varsha kanchan
Software & Application Support Engineer
About
Detail-oriented professional with experience in customer support, application troubleshooting, and escalation management. Skilled in ticket resolution, SLA compliance, structured operations, and process improvement. Additionally, hands-on in Excel dashboards, KPI analysis, sorting, and SQL through learning and practice. Strong problem-solving, analytical thinking, and stakeholder communication skills, with a commitment to operational excellence.
Skills & Expertise (36)
Work Experience
Customer Support Associate (OYO Process)
Tech Mahindra
Sep 2018 - Feb 2020
Handled customer requests for room bookings, check-ins, modifications, and issue resolution. Troubleshot customer and system issues and ensured timely resolution of escalated requests. Coordinated with internal teams for ticket raising and escalation management and ensured SLA compliance. Maintained structured daily records to track operational performance. Gained exposure to customer communication, support workflows, problem-solving, and process improvement. Achieved >98% data accuracy and contributed to operational efficiency.
Education
B.Tech – Electronics & Instrumentation Engineering - VBSPU
- 2017 · Afghanistan
Diploma – Electronics Engineering - Govt. Girls Polytechnic, Charkhari
- 2014 · Afghanistan
