Hafiz Moin ud din

Summary

Technical Support professional skilled at troubleshooting and diagnosing problems and helping customers implement solutions for diverse technical problems. Experienced in contact center environments and consistently exceeds customer satisfaction and productivity targets on consistent basis.

Overview

5

years of professional experience

Work History

Technical Support Specialist

Motive

05.2023 - Current

Responded to support requests from end-users and patiently walked individuals through troubleshooting tasks.(include ENT/ Up market Clients)
Suggested software and hardware modifications to reduce lag time and improve overall experience.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Collaborated with tier-2 to escalate and address customer inquiries or technical issues.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Recorded and maintained relevant notes for each client and work order.
Monitored systems in operation and quickly troubleshot errors.
Documented support interactions for future reference.

Customer Service Specialist

Abacus Consulting

09.2021 - 03.2023

Working on an international Project Named Rocket Money (Formerly True Bill)
To help customers Negotiate their bills
Interact with customers through emails and text messages
Provide resolution and aware customers of their Monthly expenses
Help customers lower their monthly bills by calling the provider and negotiating their bills
Deal mainly with telecommunication, Security, and Newspaper services
Help customers understand their needs and aware the customer about any changes in the services.

Customer Sales Executive

Digital Omega

02.2021 - 09.2021

Set performance goals and define targets that align with the company's larger goals
Maintaining the decorum of the work environment by ensuring the compliance policies
Signing up new customers for telecommunication services using flow/OET
Entering/Updating new and existing customer information into the system
Striving towards sales targets while maintaining the set standards of customer services
Coordinating with other teams to ensure service quality and maintain brand image
To document all call information according to standard operating procedures.

Content & Operation

Cheetay

12.2019 - 01.2021

Ensuring timely orders delivery processing
Order dispatching and order assignment
Rider Management
Vendor Management
Complaint and Compensation Management
Responsible for smooth floor delivery operations to meet daily operational targets.

Technical Support Executive

Dynamic Sols

10.2018 - 12.2019

To answer and respond to emails
Handle customer queries, troubleshoot the problem, and resolve their issues both telephonically and via remote access to their device
To research required information using available resources
To provide customers with product and service information
Entering new customer information into the system
To update existing customer information
To process orders, forms, and applications
To identify and escalate priority issues
To route calls to appropriate recipients
Following up on customer calls where necessary
To document all call information according to standard operating procedures.

Skills

Customer Service ManagementSalesforcecom

Remote Diagnostics

Technical Troubleshooting

Hardware Upgrades

System Provisioning

Application Installations

User Training

Application Support

Customer Experience Management

Customer Support

Software

Sales force

Sales Force( Service Cloud)

Jira Service Management

Genesys Cloud

Slack

Zendesk

Work Day

Motive Admin Panel

Lessonly

Techno Financials

Bonusly

Timeline

Technical Support Specialist - Motive

05.2023 - Current

Customer Service Specialist - Abacus Consulting

09.2021 - 03.2023

Customer Sales Executive - Digital Omega

02.2021 - 09.2021

Content & Operation - Cheetay

12.2019 - 01.2021

Technical Support Executive - Dynamic Sols