Iffat Jarin
Montreal,Canada
Summary
Experienced in Technical customer service, a diligent professional with a solid background in effectively resolving customer inquiries and maintaining high satisfaction rates. Demonstrates the ability to leverage strong communication and problem-solving skills to enhance the overall customer experience.
Overview
5
5
years of professional experience
Work History
Technical Support Advisor
Fusion BPO Services
04.2021 - 01.2024
- Responding to requests for assistance by chat or telephone (inbound)
- Identifying the cause of the problem and sell the appropriate service to resolve it
- Handle billing inquiries and other customer service duties and logging resolution steps, when required in a knowledge base to improve team resources
- Working in a multi-platform environment such as : Win XP, Vista, Win 8, Mac OSX, Android, IOS, Blackberry OS, Internet Browsers(IE , Firefox, Chrome, Safari, etc. ), Outlook, Internet-related protocols, Security products (i.e. Firewall technology, Anti-Virus).
- Setup and troubleshooting of hardware devices ranging from MP3 players to gaming consoles
- Diagnose and troubleshoot common networking problems for home users and small businesses.
- Effectively identify new virus and spyware issues as they arise and remain up to date on the latest removal techniques
Technical support advisor
Teleperformance Canada (Apple Care)
09.2020 - 03.2021
- Trouble shooting the customer’s various Apple devices (i.e. iOS, macOS, watchOS, iPhone, iPad, iPod, Apple watch, Apple TV) operating systems.
- Solving the tech issues with clients over the phone and educate clients possible options.
- Explaining details to customers over the phone to resolve their questions or concerns.
- Update customer records and information in the computer system.
- Provide feedback and recommendations to the manager on ways the company can improve.
- Escalate customer complaints or calls to the manager if necessary.
Resolution Specialist in Customer Service
Nordia Sherbrooke (Canada Post)
04.2019 - 08.2020
- Handles the escalation calls on various subjects and solve the problem of client.
- Perform administrative tasks in off-line, particularly responding customer’s problem oriented emails.
- Creating CRM (Customer Relationship Management) tickets in order to maintain a history of clients and their problems
- Add, modify and retrieve customer’s information from the database using SAP (Systems Applications and Products in data processing) software.
Customer Service Representative
Nordia Sherbrooke (Canada Post)
11.2018 - 03.2019
- Respond to Canada Post customer inquiries over phone call and provide a solution to the customers
- Ensure customer satisfaction by following-up customer’s problems
- Creating CRM (Customer Relationship Management) tickets in order to maintain a history of clients and their problems
- Escalate unresolved cases to supervisors or managers
Education
M S - Information and Communication Technology
Comilla University
01.2015
B Sc. Honors - Information and Communication Technology
Comilla University
01.2013
Higher Secondary School Certificate H.S.C - Science
Comilla Victoria Govt. College
01.2009
Secondary School Certificate S.S.C - Science
NawabFaizunnessa Govt. Girl’s High School
01.2007
Skills
- Operating Systems: Windows 2007, Windows 2010, Windows 2011
- Customer service
- Data entry
- Active listening
- Customer relations
- Problem resolution
- Microsoft Excel
- Scheduling
- Administrative support
- Customer relationship management (CRM)
- Microsoft PowerPoint
- Microsoft Office Suite
Language skills
French
Elementary
English
Full Professional
Affiliations
- Executive member: Post Graduate Association, Comilla University
- Executive Member of Bangladesh Computer Society (BCS) Bangladesh Computer Society (BCS), Bangladesh
Timeline
Technical Support Advisor
Fusion BPO Services
04.2021 - 01.2024
Technical support advisor
Teleperformance Canada (Apple Care)
09.2020 - 03.2021
Resolution Specialist in Customer Service
Nordia Sherbrooke (Canada Post)
04.2019 - 08.2020
Customer Service Representative
Nordia Sherbrooke (Canada Post)
11.2018 - 03.2019
B Sc. Honors - Information and Communication Technology
Comilla University
Higher Secondary School Certificate H.S.C - Science
Comilla Victoria Govt. College
Secondary School Certificate S.S.C - Science
NawabFaizunnessa Govt. Girl’s High School
M S - Information and Communication Technology
Comilla University
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