UMER MINHAS
RAWALPINDI
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach. Proficient in Sales Force . Zuora , Shopify and Amazon .
Overview
7
7
years of professional experience
Work History
Technical support Specialist
Motive (formerly Keeptruckin)
01.2022 - Current
- Accessed and documented procedures, tools, and manuals to provide support on company-supplied hardware and equipment
- Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary
- Accurately processed and documented call transactions using tracking software
- Provided first-level technical support to end users on proprietary software and applications, including installation, basic usage, and onboarding
- Performed troubleshooting techniques over the phone to identify and resolve issues
- Followed standard procedure for proper escalation of unresolved issues to appropriate Internal teams.
CUSTOMER SERVICE MANAGER
Basel Technologies (SOFTWARE HOUSE)
Rawalpindi
09.2020 - 12.2021
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Evaluated and authenticated returns, exchanges and voids.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Collaborated with supervisors to escalate and address customer inquires or technical issues
- Adhered to all company established policies and procedures
- Resolved technical support inquiries within given time frame
- Maintained and updated customer service database.
- Placed drop ship orders with suppliers and handled returns , exchanges .
- Manage Amazon account for the company (including fulfillment of orders , refund requests ).
Technical support Specialist
Altair Technologies (Software House)
Islamabad
07.2017 - 09.2020
- Resolve diverse range of technical issues across multiple systems and applications for customers and end users across different time zones
- Broke down and evaluate user problems using test scripts, personal expertise and probing questions
- Fielded Numbers of inbound phone calls to deliver effective support and remotely resolve service issues
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
- Documented all transactions and support interactions in system for future reference and additional to knowledge base
- Recorded and maintained relevant notes for each client and work order
- Engaged end users and answered questions via email, phones, website live chat.
Education
A-LEVEL - CAMBRIDGE
01.2010
O-LEVEL - CAMBRIDGE
01.2008
Skills
- Excellent Communication skills
- Remote Technical Assistance
- Troubleshooting and Diagnosing
- Remote Desktop Services and Support
- User Support
- Application Support
- Technical Support
- Data Entry
- Written and oral communication
Languages
Urdu
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Technical support Specialist
Motive (formerly Keeptruckin)
01.2022 - Current
CUSTOMER SERVICE MANAGER
Basel Technologies (SOFTWARE HOUSE)
09.2020 - 12.2021
Technical support Specialist
Altair Technologies (Software House)
07.2017 - 09.2020
A-LEVEL - CAMBRIDGE
O-LEVEL - CAMBRIDGE
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