Jannat Ara
Foundever, Canada
Toronto,STATE_CA
5
Years of experience
Detail-oriented Technical Support and Customer Operations professional with over 5 years of experience in technical support and customer service. Skilled in troubleshooting, CRM systems, escalations, and cross-functional collaboration. Proven track record in achieving KPIs and delivering exceptional customer experiences.
Work History
TurboTax Product Expert (Tier 2)
4 Months- Provided Tier 2 support to frontline TurboTax agents through phone and internal channels.
- Resolved complex product, tax software, and account issues, enhancing support for Tier 1 agents.
- Guided agents on troubleshooting, tax workflows, software features and policies.
- Investigated escalated cases, identified root causes, and documented resolutions.
- Maintained SLA, quality, and productivity targets while supporting agents.
- Collaborated with engineering and internal teams to address unresolved defects, improving overall product reliability.
- Maintained SLA, quality, and productivity targets, ensuring consistent support for agents.
- Created detailed case notes and ensured proper follow-up and case ownership.
Technical Support Agent
1 Year 10 Months- Provided front-line technical support to customers via inbound calls.
- Troubleshot internet, TV, home phone, and mobility issues.
- Verified accounts and diagnosed connectivity and device issues to restore service promptly.
- Resolved billing and service issues, achieving first-call resolution to enhance customer satisfaction.
- Educated customers on products and self-service tools to empower independent problem-solving.
- Documented interactions in CRM and escalated complex incidents.
- Met QA, AHT, CSAT, and productivity KPIs.
- Recommended Rogers products and services to customers.
Server
7 Months- Delivered exceptional customer service by greeting guests, presenting menus, taking accurate food and beverage orders, and ensuring a welcoming dining experience.
- Served food and beverages promptly while maintaining high standards of hospitality, professionalism, and attention to detail.
- Established positive relationships with guests through prompt responses to requests and efficient resolution of concerns, enhancing overall customer satisfaction.
- Coordinated service for multiple tables in fast-paced environment, ensuring accuracy and high-quality service delivery.
- Maintained detailed knowledge of menu items, daily specials, ingredients, and allergens to assist guests with informed recommendations.
- Built positive relationships with guests by responding to requests, resolving concerns efficiently, and ensuring customer satisfaction.
- Resolved customer complaints professionally and escalated complex issues when necessary to ensure a positive guest experience.
- Resolved customer complaints professionally and escalated complex issues to ensure a positive guest experience.
- Followed food safety, hygiene, and health & safety regulations in accordance with company policies.
Administrative Assistant
4 Months- Organized and updated records in database.
- Facilitated onboarding process for new employees.
- Coordinated teams to streamline communication and enhance collaboration on projects.
- Managed team coordination for project completion.
Customer Service Coordinator
1 Year 2 Months- Responded to customer inquiries promptly.
- Managed customer inquiries to ensure prompt and accurate responses.
- Addressed and resolved customer complaints effectively.
- Organized and maintained accurate records systematically.
Education
MSc - Business Management
MA - English Language & Literature
BA - English Language & Literature
Skills
Level 2 Support
Technical Support
Incident Resolution
Troubleshooting
Remote Support
Escalation process
Knowledge Base
Customer Service
CRM
Quality Assurance
Tax Regulations Knowledge
Cross-functional Collaboration
Problem Solving
Languages
English
Full Professional
Hindi
Full Professional
Bengali
Native or Bilingual
Timeline
TurboTax Product Expert (Tier 2)
Foundever, Canada
03.2026 - CurrentRead More
Technical Support Agent
Rogers Communications (Foundever), Canada
02.2024 - 12.2025Read More
Server
Nomad Hotel, London, United Kingdom
03.2023 - 10.2023Read More
Administrative Assistant
ST Express Shipping, UK
10.2022 - 02.2023Read More
Customer Service Coordinator
Dhaka Doctor, Bangladesh
08.2021 - 10.2022Read More
International Islamic University
BA from English Language & Literature
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Coventry University
MSc from Business Management
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International Islamic University
MA from English Language & Literature
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