FAHIM Hasan
Ottawa,Canada
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
3
3
years of professional experience
Work History
Microsoft 365 Business Technical Advisor
Sherweb
02.2021 - 05.2022
- Communicated with Microsoft enterprise customers via phone, email, and chat and provided technical and administrative support
- Resolved complex technical issues notably Microsoft Office 365 applications and services
- Trained and mentored new and less experienced team members; contributed to team performance by taking transferred tickets
- Accomplished best ambassador award for closing the highest number of tickets in a month
- Prepared written documentation of customer interactions within the company database in the ticketing environment
- Improved company productivity by taking extra critical cases; presented training workshops in internal team meetings
Customer Support Specialist
Sutherland
11.2020 - 01.2021
- Oversaw a high volume of inbound calls and conducted technical support for AT&T customers
- Diagnosed, researched, and troubleshoot basic to advanced technical issues; maintained client relationships by following up until the issue is resolved
- Assisted in monitoring and analyzing customer products; identified, analyzed, and resolved customer issues
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Car Mechanic
Unico Auto Service
08.2020 - 09.2020
- Inflated tires to prescribed PSI per load requirements to optimize tire safety.
- Evaluated tire tread depth and air pressure to verify proper tire inflation.
- Dismounted, mounted, and repaired tires according to manufacturer specifications.
- Assisted with changing engine oil and filter of the customer's car.
- Inspected overall car to provide Ontario safety certificate.
Cashier
Petro-Canada
12.2018 - 09.2020
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Answered questions about store policies and addressed customer concerns.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Performed cash, card, and check transactions to complete customer purchases.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Used POS system to enter orders, process payments and issue receipts.
Merchandising Associate
Home Depot
02.2020 - 05.2020
- Inspected merchandise for quality and arranged proper display location on floor.
- Stocked shelves to match planogram images and instructions.
- Worked closely with individual customers to identify unique needs and supply appropriate products.
- Enhanced customer experience by maintaining clean, well-stocked, and organized store aisles.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Updated pricing and signage to complete product displays and educate customers.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated merchandise pricing to match new values and special promotional rates.
Graduate Teaching Assistant
University of Ottawa
09.2019 - 12.2019
- Collaborated with 12 student groups in meetings; supervised 114 students with deliverables such as concept results analysis, presentations, assignments, reports, and technical documents, and evaluated regularly
- Introduced two 3-day consulting workshops for 58 students to improve scores and boost averages on subsequent exams; assigned time for weekly appointments for the students and proctored 2 midterms and 1 final exam
- Provided timely and constructive feedback on assignments, enabling students to refine their work and achieve higher grades.
- Checked assignments, proctored tests and provided grades according to university standards.
- Mentored students through office hours and one-on-one communication.
Education
Master of Engineering - Electrical and Computer Engineering
University of Ottawa
Ottawa, ON06.2020
Skills
- Training and mentoring
- Technical Operations Management
- Customer Relations
- Call center experience
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Product Knowledge
- Paperwork Processing
- Team Development
- Retail services
Technical Specifications
- MS Office Suite (Exchange, SharePoint, Teams, MS Project, Outlook etc.)
- Windows OS, Mac OS, PowerShell
Safety Certificates
- Occupational health and safety awareness training for workers (Ontario)
- WHMIS 2015 training
- Workplace hazards and personal protective equipment training
- Asbestos awareness safety and confined spaces awareness training for workers
Volunteer Experience
- 2022 Tamarack Ottawa Race Weekend, Assisted the athletes in transporting to the main event location
- University of Ottawa, Volunteered in Fall 2018 by assisting 35 new students with finding on-campus residence
Languages
English
Full Professional
Bengali
Native or Bilingual
Timeline
Microsoft 365 Business Technical Advisor
Sherweb
02.2021 - 05.2022
Customer Support Specialist
Sutherland
11.2020 - 01.2021
Car Mechanic
Unico Auto Service
08.2020 - 09.2020
Merchandising Associate
Home Depot
02.2020 - 05.2020
Graduate Teaching Assistant
University of Ottawa
09.2019 - 12.2019
Cashier
Petro-Canada
12.2018 - 09.2020
Master of Engineering - Electrical and Computer Engineering
University of Ottawa
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