Ubaid Arshad
Cambridge,Ontario
Summary
Seasoned Technical support specialist with a proven track record of exceeding client expectations. Proficient in resolving inquiries efficiently and fostering positive relationships. Skilled in utilizing CRM systems and multitasking in fast-paced environments to meet performance goals. Strong communicator dedicated to providing personalized assistance and ensuring customer satisfaction.
Overview
5
5
years of professional experience
3
3
Certification
Work History
Technical Support Specialist
Concentrix Technologies Canada
03.2021 - Current
- Researched and identified solutions to technical problems.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Managed a daily average of 23 inbound calls, orchestrating courteous service and effective resolution, cultivating strong customer relationships and a substantial 22% decrease in recurring issues.
- Delivered customized solutions tailored to clients'' unique needs using advanced problem-solving techniques.
- Consistently achieved exceptional service levels, with a 93% adherence rate and 86% handle time efficiency, maintaining optimal equilibrium between quality and productivity.
- Expertly processed 56 weekly cancellations, retentions, and refunds with an exceptional accuracy rate of 96%, effectively resolving billing disputes and contributing to a commendable 41% Retention.
Quality Control Technician
Fibertec Instruments
09.2016 - 12.2018
- Assessed products or services to evaluate conformance with quality standards.
- Evaluated samples against standards by completing measurements, visual inspections, and other established tests.
- Developed, examined, and improved quality control procedures utilizing Lean Quality Tools like FMEA, Six Sigma 5S, and 8D approach led to a remarkable 22% increase in total effectiveness
- utilized 10+ compliance and related to IATF/TS 16949 procedures reduced production failures by 20% improved product reliability reducing customer complaints by 20%
- Utilized technical tools including AutoCAD, and SolidWorks reduced design-related errors by 15%, enhancing design accuracy and minimizing rework expenses.
- Collected and analyzed data to measure the effectiveness of quality control processes.
Education
Post-Degree Certificate - Project Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2020
Post-Degree Certificate, Canada - Process Quality Engineering, Canada
Conestoga College Institute of Technology And Advanced Learning
12.2019
Bachelor of Technology, Canada - Mechanical Engineering
Maharishi Dayanand University
Rohtak, Haryana05.2016
Skills
- CRM
- Power BI, Trello
- MS Office suite
- Advanced Excel
- Project Management
- Root cause Analysis
- Effective Problem Solving
- Customer Retention strategies
- Effective communication and collaboration
- Performance Optimization
- Computer System Diagnostics Software
Languages
English
Full Professional
Urdu
Native or Bilingual
Punjabi
Professional Working
Certification
Diploma in AutoCAD - CADD Centre, Roorkee - 2018
AutoCAD, a 2D software, involves designing and constructing mechanical components, products, and machines.
Diploma in Solidworks - CADD Centre, Roorkee - 2018
Solidworks, a 3D CAD design and collaboration, analysis, and product data management software to construct mechanical components, products, and machines
Diploma in HVAC Design and Drafting - Dhanush Institute, Delhi - 2017
a thorough course to calculate, design, allocate the Air conditioning units, and Draft the HVAC equipment for commercial and domestic use.
Projects
Tensile Strength Tester
Design and manufacture a precision tensile tester for the Tissue paper industry to calculate the tissue paper's tensile strength, stiffness, and elongation using the precision load cell.
Clean room
Designed and executed a 350 sqm clean room for a microprocessor manufacturing unit, to maintain a very low concentration of airborne particulates
Timeline
Technical Support Specialist
Concentrix Technologies Canada
03.2021 - Current
Quality Control Technician
Fibertec Instruments
09.2016 - 12.2018
Post-Degree Certificate - Project Management
Conestoga College Institute of Technology And Advanced Learning
Post-Degree Certificate, Canada - Process Quality Engineering, Canada
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Technology, Canada - Mechanical Engineering
Maharishi Dayanand University
Diploma in AutoCAD - CADD Centre, Roorkee - 2018
AutoCAD, a 2D software, involves designing and constructing mechanical components, products, and machines.
Diploma in Solidworks - CADD Centre, Roorkee - 2018
Solidworks, a 3D CAD design and collaboration, analysis, and product data management software to construct mechanical components, products, and machines
Diploma in HVAC Design and Drafting - Dhanush Institute, Delhi - 2017
a thorough course to calculate, design, allocate the Air conditioning units, and Draft the HVAC equipment for commercial and domestic use.
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