Warisha Jafri
Edmonton,Alberta
Summary
A results-driven and customer-centric Technical Support Advisor experienced in providing top-tier assistance to clients in resolving technical issues and optimizing their technology-related experiences. Proficient in diagnosing hardware and software problems, offering clear and effective solutions, and ensuring a seamless customer support journey. Known for exceptional problem-solving, communication, and interpersonal skills, which enhance client satisfaction and foster positive long-term relationships.
Overview
6
6
years of professional experience
Work History
ADVISOR I, TECHNICAL SUPPORT
Concentrix
01.2023 - Current
- Monitored clients' progress and tracked client services to provide crisis interventions
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business
- Analyze operational and logistics requirements, and adapt, formulate and implement logistic policies and procedures to ensure mission accomplishment
- Identified and reported trends in customer complaints to improve products and prevent future complaints
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Manage pipeline of complaints per OCC guidelines, which result in proper and timely resolution.
ACCOUNT EXECUTIVE
City Storage System
08.2022 - 12.2022
- Oversee and control the whole sales cycle for several divisions, from customer prospecting to closing deals
- Perform daily and weekly KPI expectations, centered on call volume of 60 calls, 20 emails and 1.5 hrs of talk time per day
- Through customer conversations, follow-ups, customer support, and relationship development, sales department personnel can prospect, develop, and build sales pipelines
- Plan, carry out, and close leads to support the business's strategic goals and successfully grow the clientele by 35%
- Giving consumers regular, ongoing after-sales assistance can help them succeed
- Ensure sustained account growth throughout the customer journey by working with the customer success department
- Develop long-term strategic connections with customers and broaden your company's market.
SALES ASSOCIATE
Pandora
08.2021 - 11.2021
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
- Sold various products by explaining unique features and educating customers on proper application
- Answered incoming telephone calls to provide store, products, and services information
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Assisted teammates with sales-processing tasks to meet daily sales goals
- Worked with fellow sales team members to achieve group targets.
OFFICE ASSISTANT
Fahad Enterprises
01.2018 - 06.2019
- Organized files, developed spreadsheets, faxed reports, and scanned documents to bolster organizational workflow
- Maintained business records by updating customer information
- Dispersed incoming mail to correct recipients throughout the office
- Handled requests-for-information, delegating tasks to appropriate employees to optimize customer service
- Received and screened high volume of internal and external communications
- Created PowerPoint presentations used for diverse business needs
- Routed agreements, contracts, and invoices through signature process
- Oversaw workforce management and staff scheduling to keep office operations running smoothly
- Tracked office stock and maintained inventory in neat and organized fashion.
Education
Associate Of Administration - Office Administration
St Clair College
02.2022
Associate of Arts - Information and Communication Technology
Louis Riel Arts and Technology Ctr
02.2021
GED -
Indus Valley School of Art and Architecture
03.2019
Skills
- Communication
- Critical thinking
- Skilled in calendar management
- Filing system
- Organizational skills
- Time management
- Adaptability
- Computer literacy
- Expert in Microsoft office
- Multitasking and Organization
- Relationship Building
- Research abilities
- Data Interpretation
- Client Engagement
- Critical Thinking
- Attention to Detail
Languages
English
Full Professional
Urdu
Native or Bilingual
Timeline
ADVISOR I, TECHNICAL SUPPORT
Concentrix
01.2023 - Current
ACCOUNT EXECUTIVE
City Storage System
08.2022 - 12.2022
SALES ASSOCIATE
Pandora
08.2021 - 11.2021
OFFICE ASSISTANT
Fahad Enterprises
01.2018 - 06.2019
Associate Of Administration - Office Administration
St Clair College
Associate of Arts - Information and Communication Technology
Louis Riel Arts and Technology Ctr
GED -
Indus Valley School of Art and Architecture