Mohosina Islam
Scarborough,ON
Summary
Successful at completing new installations, updates and configuration of network components. Experienced in setting up devices, troubleshooting issues and optimizing settings. Knowledgeable about maintaining current software and hardware to meet user needs. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
8
8
years of professional experience
Work History
Wireless Technical Support
Rogers Communications
11.2022 - Current
- Achieved 90-95% satisfaction rating through consistent, proactive resolutions of customer issues on first calls.
- Liaised with other departments or business partners to coordinate specific client needs
- Followed up with Clients as necessary.
- Cultivated interpersonal skills by building positive relationships with others.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Provided faculty and staff with security software and network configuration support.
- Ability to accept and share feedback; and adept at listening to customers, adjusting tone and responses based on the customer’s needs.
- Identified issues, analyzed information and provided solutions to problems.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Implemented feedback systems to gather valuable insights from customers, driving continuous improvement initiatives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Technical Support department
SITEL Group
05.2022 - 11.2023
- 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 to escalate and address customer inquiries or technical issues
- Fielded average of 60 inbound phone calls to deliver support and remotely resolve service issues
- Resolved system, cable issues, improving efficiency among departments
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Translated complex technical issues into digestible language for non-technical users.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
Pizza Maker
Pizza Pizza
01.2018 - 05.2022
- Provided sales advisory and customer related services to 100+ customers on a weekly basis
- Generated $30,000 in sales per week, exceeded expected sales targets by $500
- Cooked fresh pizza with
- Have knowledge regarding all our products and how to make the pizza accurately
- Managed scheduling, allocating daily tasks and payroll
- Preparing daily and monthly balance sheets
- Supervise the cooking, cash and register team.
- Enhanced customer satisfaction by consistently preparing high-quality pizzas according to company standards and customer preferences.
Customer Care Representative
Grameenphone
03.2016 - 04.2017
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Assisted call-in customers with questions and orders
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Education
Diploma In Business Accounting - Accounting And Finance
Centennial College
Scarborough, Ontario12.2021
General Art and Science English - English
Centennial College
Scarborough, Ontario05.2017
Hons of Business Management - Business Administration
City College
Dhaka, Bangladesh Skills
- Mastery of Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides)
- Comfortable working in both Microsoft Windows 10 and Mac OS X
- Certified on Accounting software GMATIX and Quick Book
- Excellent communication skills with a focus on team building and customer relations
- Outstanding organizational, multitasking, and problem-solving abilities
- Flexible and Adaptable
- Active Listening
- Mastery of ICM, SGI, Workspace, Vision 21 etc
- Familiarity with CRM tools
- Language Fluent English, Bangle , Hindi
- Project Planning
- Time Management
- Troubleshooting
- Calm Under Pressure
- Remote Office Availability
- Call Control
- Account Management
- Live Chat Support
- De-escalation Techniques
- Client Relationship Management
- Social Media Management
- Supervision and leadership
- Excellent Communication
Languages
English
Full Professional
Hindi
Professional Working
Bengali
Native or Bilingual
Timeline
Wireless Technical Support
Rogers Communications
11.2022 - Current
Technical Support department
SITEL Group
05.2022 - 11.2023
Pizza Maker
Pizza Pizza
01.2018 - 05.2022
Customer Care Representative
Grameenphone
03.2016 - 04.2017
Diploma In Business Accounting - Accounting And Finance
Centennial College
General Art and Science English - English
Centennial College
Hons of Business Management - Business Administration
City College
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