Summary
Overview
Work History
Education
Competencyskills
Certification
Interests
Timeline
Generic
Ailya Batool

Ailya Batool

Product Support Specialist

Summary

Motivated professional seeking a challenging career in a growth-oriented organization that offers ample opportunities in a professional environment. Committed to embracing new learning experiences on a daily basis to continuously expand knowledge and skills.

Overview

5
5
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
3
3
Languages

Work History

Product Support Specialist

Joblogic
06.2024 - Current
  • Resolved customer issues and complaints related to product functionality, installation, and usage.
  • Answered customer questions and provided assistance regarding product use.
  • Communicated with customers through phone calls, emails, chat support platforms, to provide assistance.
  • Evaluated customer complaints and provided timely solutions through product adjustments or comprehensive instructions.
  • Managed support ticket system by prioritizing requests based on urgency and providing timely responses.
  • Managed client relationships and ensured timely communication with relevant stakeholders.

Technical Support Specialist

TCP Software
12.2023 - 06.2024
  • Develop processes for approving the use of a SaaS application
  • Use CRM Software to track customer cases and tickets until resolution
  • Responsible for testing, debugging, software applications, ensuring they meet organization's quality standards
  • Simplified technology for non-tech-savvy clients through easy-to-follow procedures, empowering them to become more digitally literate

Operations Team Lead

Abacus Consulting
05.2023 - 12.2023
  • Planning and coordinating all production activities during shift and making sure that all production targets are met
  • Managed employee quality performance through established score card metrics
  • Supervise and resolved conflicts between team members, also monitor and evaluate performance of team
  • Maintaining SLA

Negotiator Specialist

Abacus Consulting
11.2022 - 04.2023
  • Negotiated bills for Newspapers, Home Security, Pest Control, Internet, Wireless
  • Communicate effectively with service providers

Customer Service Executive

FoodPanda (International) - IBEX
08.2020 - 09.2021
  • Was responsible for taking escalation calls and worked in service recovery department
  • Promoted to food panda to customers, thoroughly explaining details

Education

Bachelors in Industrial Psychology - Humanities

Virtual University
01.2023 - Current

HSSC - Intermediate - Humanities

Board of Intermediate Education
06.2016 - 09.2018

SSC - Matriculation - Science

Sadequain Jauhar Academy
04.2013 - 04.2015

Competencyskills

  • Customer Realations
  • CRM knowledge
  • Communication Skills
  • Flexibility
  • Multi-tasking
  • Customer Retention
  • Pressure Handling

Certification

Pearson | PTE Academic Test

Interests

Cooking

Volunteering

Fundraising

Badminton

Music

Timeline

Product Support Specialist

Joblogic
06.2024 - Current

Pearson | PTE Academic Test

06-2024

Technical Support Specialist

TCP Software
12.2023 - 06.2024

Operations Team Lead

Abacus Consulting
05.2023 - 12.2023

Bachelors in Industrial Psychology - Humanities

Virtual University
01.2023 - Current

Negotiator Specialist

Abacus Consulting
11.2022 - 04.2023

Customer Service Executive

FoodPanda (International) - IBEX
08.2020 - 09.2021

HSSC - Intermediate - Humanities

Board of Intermediate Education
06.2016 - 09.2018

SSC - Matriculation - Science

Sadequain Jauhar Academy
04.2013 - 04.2015

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Ailya BatoolProduct Support Specialist