Km Anupama

Km Anupama • Summary A dedicated Technical Support and Incident Management professional specializing in iOS, macOS, and Apple services (iCloud, AirDrop, Apple ID). Skilled in troubleshooting, escalation management, customer service, and sales. Strong background in client engagement. Work Experience Technical Support Advisor (iOS, macOS & iCloud) Concentrix June 2023- Present • Provides expert-level support for Apple devices and services. • Provided comprehensive technical support for Apple’s ecosystem, including iPhones, iPads, MacBooks, iMacs, Apple Watches, Apple TVs, and HomePods. • Diagnosed and resolved hardware and software issues related to macOS, iOS, iPadOS, watchOS, and tvOS. • Assisted customers with Apple services, including iCloud, Apple ID, AirDrop, App Store, iMessage, FaceTime, and Apple Music. • Manages escalations and ensures timely problem resolution. •Guided customers through macOS and iOS updates, backups, and system restorations to prevent data loss and improve device performance. • Supported AppleCare warranty claims, repair processes, and service options for customers with hardware issues. • Created and maintained troubleshooting guides and knowledge base articles, reducing average resolution time and enhancing team efficiency. • Trained new team members on Apple’s troubleshooting procedures, customer service best practices, and escalation handling. Sales Associate FHRM November 2021- May 2023 • Built strong client relationships and exceeded sales targets. • Built strong client relationships, driving customer loyalty and repeat business. • Exceeded sales targets through effective product recommendations and upselling techniques. Education Master’s in Chemistry FS University Bachelor of Science Swami Vivekanand Subharti University July 2021 - Dec 2023 June 2016 - June 2019 Achievements Best Performance Award - Concentrix Q2FY24 Challenger’s Performance Award - Concentrix Q3FY24 Best Call Handling Award- Concentrix Q4FY24 Skills • iOS, macOS • Incident & Escalation Management • Customer Relationship Management • Root Cause Analysis & Problem Resolution • Sales & Client Engagement • Time Management & Adaptability • Software Installation & Configuration • Multitasking & Prioritization • Active Listening & Problem-Solving • Needs-Based Selling Approach • Sales Target Achievement • Market Trend Awareness Contact Details Address: 34/A, D Block, Near Suman Chowk, Chattarpur, Delhi 110074 Phone:- Email:-https://www.linkedin.com/in/km-anupama- LinkedIn: