Experience

Logiciel Services

• Pakistan
• Information Technology & Services
• 100 - 200 Employee

• Solution Engineer

  • Sep 2021 - Present

  • Monitor processes and look after configuration of business applications. • Communicate with clients through emails and calls. • Work in close coordination with Tech ops and Dev to resolve customer issues. • Keep track of issues, resolutions, and ETA’s. • Monitor production applications and server health checks. • Keep track of Daily EOD and SOD tasks. • Resolve issues using different utilities. • Monitor processes and look after configuration of business applications. • Communicate with clients through emails and calls. • Work in close coordination with Tech ops and Dev to resolve customer issues. • Keep track of issues, resolutions, and ETA’s. • Monitor production applications and server health checks. • Keep track of Daily EOD and SOD tasks. • Resolve issues using different utilities.



Contour Software

• Pakistan
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Customer Support Analyst at Perseus Group, Constellation Software

  • Aug 2017 - Sep 2021

  • Providing tech. support for ERP/Cloud ERP software for four different ERPs/divisions to our Offshore/International (North American & UK based clients). via email and live chat service. • Working in a cross functional role, partnering with sales & marketing, software developers and customer success teams. • Working in Production environment to resolve issues related to report settings, form adjustments, records and session locks and creating new users through active directory services. • Identifying recurring customer issues, helping to solve them, and escalating them to others for review. • Troubleshooting, managing, tracking and closing client support issues, specifically related to the database and functions of the applications. • Writing and maintaining help center Knowledge Base articles, and identifying topics for new articles based on customer inquiries. • Providing Live Chat Support through ZENDESK / TEAM SUPPORT. • Creating New Users(Login ID), CRM Web access and enrolling clients to the Learning Management System. • Understand, retain, and explain support processes in a rapidly changing team environment. • Spotting trends in customer issues that other team members should be alerted to • Advises the Team Leader - Customer Care, of sensitive Client Situations • Makes recommendations to address problems and suggestions to optimize customer support processes. • Develops frequently asked questions (FAQ) documentation. • Carry out projects as assigned. Show less



OPTIMUS LIMITED, "Hertz"

• Truck Transportation
• 1 - 100 Employee

• Customer Services Representative

  • Jun 2017 - Aug 2017

  • Engaging through live chat with prospective and existing customers. • Follow-up and closing complaint workload generated as tickets by call center staff. • Coordinating with customers, vendors and related department via email and calls for complain resolution related to billing and chargebacks . • Engaging through live chat with prospective and existing customers. • Follow-up and closing complaint workload generated as tickets by call center staff. • Coordinating with customers, vendors and related department via email and calls for complain resolution related to billing and chargebacks .



Jazz

• Brazil
• Real Estate
• 1 - 100 Employee

• Team Lead Operations Customer Services

  • Jan 2007 - Aug 2016

  • Manage and support people in terms of employee performance / documentation / conflict management. • Manage and handle a team of 15 to 18 CCRs and achieve KPIs for qualitative & quantitative targets as assigned. • Initiate and follow up on performance improvements plan of team members and provide effective coaching/guidance during PIP. • Keep abreast with the latest information with respect to the products, policies and procedures for effective customer handling. • Provide feedback and suggestions to the management for optimizing customer support processes. • Ensure self and team participation in team meetings, Daily Clinics, CTP and other learning forums. • Perform other duties / special tasks as assigned by Floor Management. • Ensure team is aware of company’s policies & procedures and code of conduct. • Ensure careful handling of all resources provided to the team (headgear etc.) • Effectively plan and Update leaves in workforce management systems within the defined time Show less



Ovex Technologies Pakistan (Pvt.) Ltd.

• Pakistan
• IT Services and IT Consulting
• 200 - 300 Employee

• Customer Services Representative

  • Apr 2005 - Dec 2006

  • Online Customer Care with different segments of customers, including Corporate Clients. • Take ownership and ensure timely resolution of customer complaints. • Provide feedback to supervisors on important issues/problems of the customers to ensure customer excellence. • Online Customer Care with different segments of customers, including Corporate Clients. • Take ownership and ensure timely resolution of customer complaints. • Provide feedback to supervisors on important issues/problems of the customers to ensure customer excellence.