Negar Kheyrkhahan
Montreal,QC
Summary
Dedicated and results-driven Technical Support Agent with extensive experience in telecommunications. Proven expertise in troubleshooting, problem resolution, and customer satisfaction. Specialized as a Subject Matter Expert (SME) in various telecommunication methods, ensuring comprehensive understanding and effective support for complex technical issues. Strong communicator with a focus on clarity and empathy, adept at translating technical details into understandable solutions. Committed to delivering exceptional customer service, driving operational efficiency, and contributing to team success through collaboration and continuous improvement initiatives.
Overview
5
5
years of professional experience
Work History
Subject Matter Expert
IOS Solutions
02.2024 - Current
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Effectively managed and resolved supervisor-level calls, demonstrating strong communication and problem-solving skills.
Customer Service Representative
IOS Solutions
02.2023 - 02.2024
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Used ticketing systems to manage and process support actions and requests.
Assistant Store Manager
Hyperme Hypermarket
01.2020 - 01.2021
- Managed opening and closing procedures and recommended changes to enhance the efficiency of daily activities.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
Technical Support Representative
HamrahAvval
03.2019 - 01.2020
- Translated complex technical issues into digestible language for non-technical users.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to emergency after-hours support calls, ensuring minimal downtime for customers experiencing critical issues.
Education
Graduate Certificate - French Studies
Université Du Québec À Montréal (UQAM)
Montreal, QC04.2022
Bachelor of Science - Computer Science
Sharif University of Technology
Tehran,Iran01.2021
Skills
- Strong analytical skills
- Customer Focus
- Creative solutions
- Training and mentoring
- Issue Research
Languages
English
Full Professional
French
Professional Working
Persian
Native or Bilingual
Volunteer Experience
Volunteer worker in the nursing home of Semnan
Volunteer high school physics tutor
Software
Microsoft Office (Word, Excel, PowerPoint), Google Workspace (Docs, Sheets, Slides)
Programming Languages: Python, Java, C/C
Operating Systems: Windows, Linux (Ubuntu, CentOS), macOS
Work Preference
Work Type
Full TimeWork Location
On-SiteTimeline
Subject Matter Expert
IOS Solutions
02.2024 - Current
Customer Service Representative
IOS Solutions
02.2023 - 02.2024
Assistant Store Manager
Hyperme Hypermarket
01.2020 - 01.2021
Technical Support Representative
HamrahAvval
03.2019 - 01.2020
Graduate Certificate - French Studies
Université Du Québec À Montréal (UQAM)
Bachelor of Science - Computer Science
Sharif University of Technology
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