Saheen Warsi
100 Wellesley St E, Toronto, ,ON
Summary
A customer-focused professional with 4 years of experience in providing exceptional support and troubleshooting services. Looking to leverage strong communication, technical, and problem-solving skills to contribute to the success of Clio's customer success team and help users make the most of their Clio experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Represetative II
TTEC
02.2024 - 02.2025
- Supported customers in troubleshooting technical issues on SaaS platforms, focusing on prompt resolutions and customer satisfaction.
- .Consistently communicated clearly and professionally with clients, ensuring the effective delivery of all technical information. Possessed strong writing skills, maintaining a professional tone with few to no grammatical or spelling errors.
- Worked in a fast-paced environment, managing multiple priorities and meeting customer response time targets.
- Assisted in conducting group training sessions and one-on-one coaching for users to maximize their use of the platform.
- Captured and documented customer feedback, providing insights to help improve product and service offerings.
Customer Service Advisor
Concentrix Global
02.2021 - 02.2023
- Handled a high volume of inbound requests via phone, email, and chat with an emphasis on providing seamless and efficient solutions.
- Worked with a range of customers with varying levels of technical expertise, ensuring a positive experience and reducing friction.
- Identified customer needs and provided tailored, needs-based solutions while maintaining empathy and patience.
- Worked closely with technical support and product teams to troubleshoot and resolve complex issues, escalating when needed.
- Provided guidance on self-serve resources, promoting customer independence and knowledge sharing.
- Proactively identified upsell opportunities and connected customers with appropriate teams to discuss additional services.
- Maintained 4 minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
- Contributed valuable product feedback to the product development team, assisting with feature improvements
- Created customer support strategies to increase customer retention.
Gateway Assessor (voluntary)
Westminster Citizen Advice Bureau
06.2015 - 06.2016
- Collect key details regarding clients' legal concerns and utilize resources like Adviser Net and other reliable databases to offer pertinent information and solutions.
- Offer practical support by writing letters, making phone calls, helping clients fill out forms, and performing necessary calculations (e.g., assessing entitlement to various benefits).
- If needed, refer clients to the appropriate external agencies or specialists that are better equipped to handle specific concerns or offer further assistance.
Education
Foundation in Accounting -
London School Business And Finance
London, UK02.2016
MBA - Finance And Marketing
International Management Institute
Brussel,Belgium09.2009
Skills
- Customer Service
- Technical Troubleshooting
- SaaS & Web Applications
- CRM Tools
- Communication
- Time Management
- Collaboration
Certification
- Foundation in digital Marketing and Ecommerce, Coursera, 2023
- Make the sale: Build Launch, and Manage Ecommerce stores, Coursera, 2023
- SAP & Microsoft Excel Advance certification, Alfa training, 2020
Languages
English
German
Hindi
Bengali
Availability
Open to flexible working hours, including evening and night shifts.
Software Skills
Proficient in Google Suite, Microsoft Office, and both Windows and Mac operating environments, SRT, Blue jeans, Zoom and Canava.
Timeline
Customer Service Represetative II
TTEC
02.2024 - 02.2025
Customer Service Advisor
Concentrix Global
02.2021 - 02.2023
Gateway Assessor (voluntary)
Westminster Citizen Advice Bureau
06.2015 - 06.2016
Foundation in Accounting -
London School Business And Finance
MBA - Finance And Marketing
International Management Institute
- Foundation in digital Marketing and Ecommerce, Coursera, 2023
- Make the sale: Build Launch, and Manage Ecommerce stores, Coursera, 2023
- SAP & Microsoft Excel Advance certification, Alfa training, 2020
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