Jahidur Rahman Jesan
Montreal,Canada
Summary
Results-driven customer experience professional with strong leadership, coaching, and technical support expertise, currently contributing within a high-performance customer advisory environment. Proven ability to lead training initiatives, improve team performance, and drive operational efficiency through data analysis and process innovation. Recognized for implementing AI-driven solutions that enhanced knowledge accessibility and increased operational efficiency by 25%. Adept at managing escalations, mentoring team members, and collaborating cross-functionally to improve customer satisfaction and business outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Expert, Customer Advisory Service
Vosker
Montreal, QC
03.2023 - Current
- Implemented an AI-driven solution to modernize internal knowledge bases.
- Structured and cleaned large datasets of technical manuals to ensure the AI chatbot provided high-accuracy answers for troubleshooting scenarios.
- Worked closely with stakeholders to share key updates, resolve escalated issues, and close process gaps, ensuring smooth communication and efficient problem-solving.
- Utilize Salesforce Console and Genesys Cloud to manage technical documentation and resolve a diverse range of hardware and software issues.
- Designed and delivered engaging sales training programs tailored to team needs, boosting confidence and performance.
- Created and maintained up-to-date training materials to enhance customer service representative's product knowledge, communication skills, and overall customer experience.
- Monitored training effectiveness by tracking employee performance and gathering feedback.
- Used performance data to spot trends in customer concerns and team challenges, helping to target coaching efforts and close skill gaps.
Technical Support Advisor
Vosker
Montreal, QC
08.2021 - 02.2023
- Resolved a diverse range of technical issues across multiple systems and applications for customers.
- Translated complex technical issues into digestible language for non-technical users.
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
Network Operations Analyst
Link3 Technologies Ltd
Dhaka, Bangladesh
04.2017 - 03.2018
- Optimized high-availability network performance through proactive monitoring and advanced troubleshooting of multi-layered system architectures.
- Minimized system downtime 5% by designing and implementing streamlined incident response protocols and disaster recovery procedures.
- Partnered with cross-functional engineering teams to architect and deploy scalable network infrastructure supporting significant business expansion.
- Provided Tier 2 technical expertise and mentorship to end-users and internal IT staff to ensure rapid resolution of complex connectivity issues.
Education
Electrical And Computer Engineering
Concordia University
Montreal, QC07-2021
Bachelor of Science - Electrical And Electronics Engineering
American International University-Bangladesh
Dhaka, Bangladesh02-2017
Skills
- Office 365
- Genesys Cloud
- Salesforce
- Project Management
- Sales Skills
- Data Analysis
Certification
- Sales: Closing Strategies, LinkedIn, 2024 November.
- How to Sell Anything with Confidence, LinkedIn, 2024 November.
- Project Management Foundations: Small Projects, LinkedIn, 2024 January.
- How to Design and Deliver Training Programs, LinkedIn, 2024 January.
- Customer Service: Call Control Strategies, LinkedIn, 2023 November.
Timeline
Expert, Customer Advisory Service
Vosker
03.2023 - Current
Technical Support Advisor
Vosker
08.2021 - 02.2023
Network Operations Analyst
Link3 Technologies Ltd
04.2017 - 03.2018
Bachelor of Science - Electrical And Electronics Engineering
American International University-Bangladesh
Electrical And Computer Engineering
Concordia University