Khundker Sadman
Toronto,ON
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
5
5
years of professional experience
Work History
Manager
Ibiza Lounge
04.2022 - Current
- Dealing with Network, Hardware and software issues of electronic devices of store
- Accomplishing multiple tasks within established time frames.
- Opening and closing store, including cleaning and tidying of merchandise
- Recruiting and training new employees, as well as disciplining them as needed
- Managing and monitoring financials, including closing out tills at the end of the night or shift
- Creating promotions for store, or visual merchandising store windows
- Taking ownership of budgets and cost control methods to minimize expenses
- Participating on social media
Technical Support Specialist
Transcom
06.2021 - 12.2021
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Managing over 50 customer calls per day
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors and other departments to escalate and address customer inquiries.
- Actively listening to customers with empathy
- Resolve issues using knowledge base articles
- Log customer information, issue and solution
- Communicating over phone and email with users experiencing difficulties to determine, document and resolve issues
- Remote troubleshooting
- Providing advice and training to users to identified difficulties
- Multitasking using several applications to verify customer information, determine the root cause and provide the proper resolution.
Inbound customer service agent
Teleperformance
11.2020 - 06.2021
- Handling customers via inbound calls, outbound calls or through the internet
- Resolving caller issues quickly and thoroughly.
- Informing clients of policies and procedures.
- De-escalating and resolving customer complaints with punctual, polite and professional service.
- Handling and promptly resolving customer complaints to maintain professional relationships.
- Multitask efficiently using several Windows applications simultaneously to verify customer information, determine the root cause of any issue and provide the proper resolution
- Assisting customers using a call flow guide
- Navigating customers through our websites
- Tracking, documenting, and retrieving information in databases
- Calmly resolving problems showing empathy and affirmation to customers who are frustrated with issues
Supervisor
Tim Hortons
01.2019 - 11.2020
- Troubleshooting minor technical issues of the devices used in store
- Monitoring workflow to improve employee time management and increase productivity.
- Applying strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Completing all required shift documentations
- Reacting immediately to issues requiring attention during the shift
- Maintaining a solid and detailed knowledge of products and services available in unit
- Encouraging an exciting and fun work environment while motivating team members to meet goals
- Representing the company in a courteous and friendly manner
- Interacting with customers in order to assure customer satisfaction.
Education
Post secondary diploma - Internet Applications and Web Development
Algonquin College
12.2020
Skills
- Able to assess customers' support needs and provide solutions or refer them to other team members
- Systems Analysis
- User Support
- Network Diagnostics
- Videoconferencing
- Software Diagnosis
- User Credential Management
- Customer Service
- Technical Support
- Data Recovery
- Software Installation
- Complaint Resolution
- Appointment Scheduling
- Application Installations
- Issue Troubleshooting
- Technical Troubleshooting
- Call Center Operations
- Business Development
- Financial Management
- Strategic Planning
- Operations Management
- Expense Tracking
- Workforce Management
- Staff Development
- Marketing
- Flexible to regularly rotate through different technical specialties and skill sets
- Able to thrive on change as products evolve
- Excellent time management skills and quick decision maker
- Can maintain composure and customer focus while troubleshooting and solving issues
- Flexible with schedule
- A passion to help others
- Customer-focused and passionate
Languages
English
Full Professional
Bengali
Native or Bilingual
Hindi
Native or Bilingual
Urdu
Full Professional
Technology Proficiency
macOS, Windows 10, Windows 7, Linux, Microsoft Office, Google Docs, Google Sheets, Adobe Photoshop, Adobe Illustrator, Adobe Lightroom, Brackets, Visual Studio, MySQL
Areas Of Interest
- Technical support specialist
- IT Support
Photography, Cinematography, Traveling, Gaming, Movies
I believe photography is capturing a moment instead of making a moment. This is the reason I prefer Street/ Landscape over wedding shoots. Please visit my page: https://www.facebook.com/saqueebsartworks/
Timeline
Manager
Ibiza Lounge
04.2022 - Current
Technical Support Specialist
Transcom
06.2021 - 12.2021
Inbound customer service agent
Teleperformance
11.2020 - 06.2021
Supervisor
Tim Hortons
01.2019 - 11.2020
Post secondary diploma - Internet Applications and Web Development
Algonquin College
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