Afra S. Shaaz

Summary

Confident and energetic client service representative passionate about serving customers. Thrives in a challenging and fast-paced environment. Able to interact freely with client and resolve issues quickly. Now looking for a rewarding position where I can serve clients and increase clients retention.

Overview

years of professional experience

Work History

SENIOR CLIENT SUPPORT SPECIALIST

MITSIFY WEB DEVELOPMENT LLP

06.2018 - Current

Respond to client queries in a timely and accurate way, via phone, email or chat
A day to day tasks handling Zendesk ticketing tool in all the modules of ITSM suite (Incident Management, Change Management, Problem Management, Service request Management)
Handling ServiceNow in past few months as transition to ticketing tool.
Update our internal databases with information about technical issues and useful discussions with client
Share feature requests and effective workarounds with team members
Follow up with clients to ensure their technical issues are resolved

Education

B.Sc. - Interior Designing

Marudhar Kesari Jain Collage

Matric - undefined

TAW Higher Secondary School

Skills

Profound knowledge of English language and ability to manage to obtain given target
Excellent communication and written skills
Good understanding of English Grammar
Ability to inspire clients/customers for desired results

Ability to work in Windows and MAC platform
Knowledge in MS Word, Excel and PowerPoint
Intermediate in ServiceNow Tool
Auto CAD Software

Accomplishments

Scored overall 95% in B.Sc., Interior Designing (Overall in 6 Semesters)
Ranked 3rd place in Interior Designing Department @ Thiruvalluvar University
Ranked 5th place in B.Sc., UG Department @ Thiruvalluvar University

Projects Handled

Kitchen Designing, Auto CAD, 2nd year
Corporate Office Space Designing, Auto CAD, 3rd year

Personal Information

Date of Birth: 31 July 1993
Marital Status: Husband

Timeline