SABA NAAZ
Hamilton,Canada
Summary
Experienced professional with 5+ years working with Windows, Android, iOS, and macOS. Successfully collaborated with Fortune 500+ clients to address technical inquiries, build consumer relationships, mentor peers, manage escalated cases, and meet performance metrics. Eager to leverage leadership, coaching, and process improvement skills in a Temporary Team Leader role.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Concentrix
06.2023 - Current
- Provide advanced technical assistance and exceptional customer service, achieving consistently high satisfaction ratings and meeting all KPI targets.
- Mentor new hires and peers by sharing best practices and assisting with complex issue resolution.
- Handle escalated customer cases with professionalism, reducing complaint resolution times and improving customer retention.
- Collaborate with supervisors to identify performance gaps and contribute to coaching strategies for the team.
- Maintain accurate records of interactions and ensure compliance with company policies and procedures.
Merchandising and Inventory Associate Hardware
IHL
07.2022 - 03.2023
- To ensure that goods are signed and priced correctly, stocking products, assisting consumers along the aisle in searching and locating merchandise.
- Greeted customers in a courteous, helpful, and professional manner while sticking to agreed-upon processes.
- Payed close attention to client wants and concerns, exhibiting empathy and creating rapport.
- Maintain inventory accuracy, including counting and adjusting according to schedule. Lifting and standing for extended periods of time.
- Greet clients throughout the day in a polite and welcoming manner.
GAP Distribution Centre
10.2021 - 07.2022
- Prepared orders by processing requests, pulling materials, packing boxes, and placing orders in delivery area. (Production and Manufacturing)
- Read orders to obtain item numbers and locate merchandise in bins or on shelves.
- Examined and inspected stock items for damage and reported findings to supervisors.
Technical Support (Analyst)
COMCAST- Eclerx
10.2018 - 08.2021
- Resolved technical issues an average of 300 inquiries per week and consistently met the benchmark.
- Kept records of customer interactions, processed customer accounts, and filed document.
- Collaborated with team to quickly resolve customer complaints with appropriate actions.
- Resolved technical issues over the call by doing troubleshooting.
Customer Service Representative
Tech Mahindra
08.2017 - 10.2018
- Resolve Corporate Company Customer’s issue with the service. (Complaint handling)
- Add Or Remove Packages according to customer’s relationship manager’s request. (Sales)
Education
Post Graduate Diploma - INFORMATION SYSTEM BUSINESS ANALYSIS, INTERNATIONAL BUSINESS MANAGEMENT
Northern College
04.2023
BACHELOR'S DEGREE -
DAV College
08.2018
Skills
- Punctuality
- Adaptability
- Prioritization
- Multitasking
- Problem-solving
- Strong Written and Verbal Communication
- Performance Monitoring
- Team collaboration
- Team Mentorship & Support
- Customer Service
- Technical Troubleshooting
- Natural Patience
- Software Troubleshooting
- Time Management
- KPI
- Emergency Response
- Escalation Handling
- Conflict Resolution
- Proficient in Microsoft Office
- Comfortable working in Microsoft Windows
- Comfortable working in Mac OS
- JavaScript
- HTML
Languages Competencies
- Punjabi, Advanced
- Hindi, Advanced
- English, Fluent
Timeline
Technical Support Representative
Concentrix
06.2023 - Current
Merchandising and Inventory Associate Hardware
IHL
07.2022 - 03.2023
GAP Distribution Centre
10.2021 - 07.2022
Technical Support (Analyst)
COMCAST- Eclerx
10.2018 - 08.2021
Customer Service Representative
Tech Mahindra
08.2017 - 10.2018
BACHELOR'S DEGREE -
DAV College
Post Graduate Diploma - INFORMATION SYSTEM BUSINESS ANALYSIS, INTERNATIONAL BUSINESS MANAGEMENT
Northern College
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