Besal Qasim
Winnipeg
Summary
Highly skilled and tech-savvy professional with extensive experience in customer service and technical support. Adept at troubleshooting complex technical issues, delivering exceptional customer experiences, and adapting to fast-paced work environments. Proven ability to communicate effectively, maintain professionalism under pressure, and exceed performance expectations. Eager to contribute as a Technical Customer Support Advisor by leveraging technical knowledge and a passion for technology.
Overview
8
8
years of professional experience
11
11
years of post-secondary education
4
4
Languages
Work History
Afterhours Scheduling Coordinator
CBI Health
06.2024 - Current
- Coordinate and manage afterhours scheduling for healthcare professionals, ensuring proper coverage and efficient service delivery.
- Respond promptly to urgent scheduling requests and adjustments while maintaining operational standards.
- Communicate effectively with team members and clients to address concerns and resolve conflicts.
- Maintain accurate records of scheduling activities and document changes in real-time.
- Collaborate with the team to optimize scheduling workflows and improve efficiency.
Technical Support Consultant Tier II
Rogers Communications
06.2021 - 05.2024
- Diagnosed and troubleshot customer technical issues related to internet, television, and phone services.
- Provided real-time solutions while ensuring customer satisfaction and technical resolution.
- Mentored team members and provided shadow support for new hires.
- Scheduled coaching sessions for colleagues and leaders to enhance team performance and development.
- Utilized diagnostic tools to identify and resolve network-impacting incidents.
- Documented support interactions for future reference.
- Received the MECCA Award for Representative of the Year for exceptional performance and customer service excellence.
Customer Support Representative
University of Manitoba Bookstore
01.2022 - 04.2022
- Assisted customers with product inquiries and sales, delivering exceptional customer service.
- Provided technical support for access codes, helping students resolve issues and navigate online resources.
Experience Manager Outgoing Global Operations
AIESEC Manitoba
12.2019 - 08.2021
- Developed marketing strategies and provided consultations for exchange programs.
- Coordinated with international partners and supported students throughout the exchange process.
- Facilitated team communications and ensured efficient information flow.
Customer Service Representative
Dominos
01.2019 - 04.2021
- Utilized sales techniques to upsell offers and ensure customer satisfaction.
- Conducted quality checks on products and ensured timely delivery.
- Handled cash transactions and resolved customer complaints.
International Customer Service Representative
TransData
07.2017 - 03.2018
- Served as the primary contact for customers, addressing inquiries and concerns.
- Promoted customer loyalty through personalized support.
- Managed appointments and special order requests efficiently.
Education
Bachelor of Economics -
University of Manitoba
Winnipeg, MB 08.2019 - Current
A Levels - General Sciences
Roots Millennium School
09.2015 - 08.2018
IGCSE - General Sciences
Roots Millennium Schools
Islamabad, PK 09.2013 - 08.2015
Skills
- Technical Troubleshooting Expertise
- Proficient in iOS
- Smartphones
- Tablets
- PC/Mac products
- Strong Analytical and Problem-Solving Skills
- Excellent Oral and Written Communication
- Customer Service Excellence
- Ability to Navigate Multiple Systems and Tools
- Professionalism Under Pressure
Timeline
Afterhours Scheduling Coordinator
CBI Health
06.2024 - Current
Customer Support Representative
University of Manitoba Bookstore
01.2022 - 04.2022
Technical Support Consultant Tier II
Rogers Communications
06.2021 - 05.2024
Experience Manager Outgoing Global Operations
AIESEC Manitoba
12.2019 - 08.2021
Bachelor of Economics -
University of Manitoba
08.2019 - Current
Customer Service Representative
Dominos
01.2019 - 04.2021
International Customer Service Representative
TransData
07.2017 - 03.2018
A Levels - General Sciences
Roots Millennium School
09.2015 - 08.2018
IGCSE - General Sciences
Roots Millennium Schools
09.2013 - 08.2015
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