Minhaj Khan
Kitchener,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
7
7
years of professional experience
Work History
Techincal Support
SITEL Canada Turbo tax
01.2023 - Current
- Handling the technical T1 team and providing them with resolutions Closed sales successfully using prospecting, negotiation, presentation, and B2B/B2C skills
- Used established processes, procedures, and business policies to troubleshoot and address known problems and routine customer concerns Documented consumer interactions in several contact center databases
- Clarified issues, investigated solutions, and implemented them Analyzed and solved problems with established solutions Showed sensitivity and urgency when interacting with all consumers Responded to inquiries by clarifying, researching, locating, and providing pertinent information Finalized Quality Assurance requirements and key performance indicators/metrics Displayed great listening skills, including the capacity to ask insightful questions, identify concerns, and overcome obstacles
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
- Provided technical support for both hardware and software issues users encountered.
Customer Support Specialist
Amazon
01.2020 - 08.2022
- Assisted customers with navigating company website and online resources, increasing self-service options and reducing support requests.
- Expedited shipment tracking to provide timely updates to customers, ensuring their satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Responded to customer inquiries, concerns, and complaints via phone, email, and chat in a timely and professional manner
- Assisted customers with placing orders, processing returns, and resolving product issues
- Provided product recommendations and information to customers to help them make informed purchasing decisions
- Collaborated with cross-functional teams to address customer issues and improve overall customer satisfaction
- Maintained accurate records of customer interactions and transactions using CRM systems
Sales Representative
CHATR
01.2017 - 11.2019
- Used product knowledge, built client relationships, and found new ways to retain customers
- Provided expert product knowledge on a wide range of electronics, including Apple products, effectively addressing customer inquiries and concerns
- Collaborated with the marketing team to create engaging product displays and promotional materials, resulting in a 30% increase in foot traffic and sales
- Cultivated strong customer relationships through active listening, empathetic communication, and personalized recommendations, leading to a 95% customer satisfaction rating
- Managed customer interaction in a professional manner while following a customer-centric approach, resulting in numerous customer commendations
- Selected to train 8 new team members as a result of positive customer feedback, exceeding sales targets, and demonstrating leadership qualities
- Repaired and resolved all software and hardware issues of smartphones
- Collaborated with team members to ensure store policies and procedures are met along with providing customers with the best retail experience
- Met sales targets on a daily basis and monthly basis
- Grew the number of customers by 25% in 4 months
- Generated monthly and annual sales reports
- Secured sales targets by building successful sales teams, preparing yearly sales and marketing budgets, and implementing strategic action plans.
Education
Post Graduate Diploma in Project Management -
Conestoga College - Brantford Campus
01.2023
Bachelor of computer and science -
Jawaharlal Nehru Technological University
01.2017
Skills
- Technical Support
- Technical Troubleshooting
- Problem-Solving
- Application support
- System Troubleshooting
- Customer Support
- Technical Documentation
- Customer Relationship Management
- Complaint Handling
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Problem Resolution
- Microsoft Excel
- Call center experience
- Product Knowledge
- Client Relations
- Documentation
- Appointment Scheduling
- Customer Relationship Management (CRM)
Timeline
Techincal Support
SITEL Canada Turbo tax
01.2023 - Current
Customer Support Specialist
Amazon
01.2020 - 08.2022
Sales Representative
CHATR
01.2017 - 11.2019
Post Graduate Diploma in Project Management -
Conestoga College - Brantford Campus
Bachelor of computer and science -
Jawaharlal Nehru Technological University
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