ZAINAB KASHIF
Summary
Solution-oriented, highly analytical, and resourceful Help Desk Specialist seeking an opportunity to work in a challenging work environment that provides support for career progression. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
12
12
years of professional experience
Work History
Help Desk Specialist II
Telus Mobility
03.2017 - 07.2023
- Provided internal support through utilizing help systems; continually researched products, procedures and best methods to ensure higher customer satisfaction
- Adhered to standard operating procedures, best practices and customer service guidelines to achieve target objectives frequently.
- Worked closely with various departments providing consistent resolution under business guidelines.
- Streamlined help desk processes for increased efficiency and improved response times.
- Collaborated with the other National Primes for implementation of new ideas, positioning and calculated probing questions to further improve the overall customer experience.
- Enhanced customer satisfaction by promptly resolving technical issues and providing clear solutions.
Client Escalations Management Specialist III
Telus Mobility
01.2013 - 03.2017
- Implemented the pillars of the CRMT Call Flow to establish immediate control of the call and to strategically direct the call to a resolution.
- Prevented escalations from being filed to CCTS, shared with social media and legal departments.
- Improved revenue by up-selling products and services to increase feature penetration to target market.
- Troubleshot technical service issues, determined root causes of the problems and found appropriate resolutions to maintain clients on TELUS Mobility network.
- Enhanced team productivity by providing consistent feedback and guidance on performance goals.
- Analyzed client information to provide recommendations on possible improvements to products and services and offer long-term solutions.
- Streamlined management processes by implementing efficient organizational systems and policies.
IT Technical Support Specialist
Rogers Communications
05.2011 - 01.2013
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Streamlined IT processes for increased efficiency and reduced downtime.
- Boosted client retention by consistently delivering exceptional Tier 2 technical support services.
- Collaborated with cross-functional teams to identify recurring issues and develop long-term solutions to prevent future occurrences.
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
Event Management Coordinator
Student Association
09.2011 - 12.2012
- Helped plan and organize events for all colleges and universities in Ontario.
- Enhanced attendee experience by coordinating seamless event logistics and managing vendor relationships.
- Maximized event success with meticulous budget management and cost-saving strategies.
- Increased event attendance by designing engaging promotional materials and leveraging social media platforms.
Education
International Business Administration
Seneca College
Toronto, ON12.2016
Associate of Arts -
Institute of Tourism And Hotel Management
Toronto, ON10.2010
Skills
- Technical Expertise
- Sales Expertise
- Customer Service De-Escalation Techniques
- Call Center Operations
- Help Desk Support
- Collections Management
- Financial Management
- Project Management
- Administrative Support
- Team Leadership
- Effective Communication
- Creative Thinking & Problem-Solving
- Data Analytics & Reporting
- CRM System Proficiency
- Adobe Systems Creative Cloud
- MS Office
Timeline
Help Desk Specialist II
Telus Mobility
03.2017 - 07.2023
Client Escalations Management Specialist III
Telus Mobility
01.2013 - 03.2017
Event Management Coordinator
Student Association
09.2011 - 12.2012
IT Technical Support Specialist
Rogers Communications
05.2011 - 01.2013
International Business Administration
Seneca College
Associate of Arts -
Institute of Tourism And Hotel Management
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