Ashraf Khan
Senior Support Specialist
Bangalore
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of Software's. Proven Subject Matter Expert and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Senior Specialist, Live and Enterprise
Vimeo Technologies Private Limited
Bangalore
07.2021 - Current
- Supported department leadership in implementing new policies, procedures and controls.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Followed all company policies and procedures to deliver quality work.
- Handled multiple queues to drive business from our APAC/EMEA region.
- The best part is I worked on complex tickets without considering the impact and with a mindset to learn and help the user by spending some time doing research and implementing the issues
from my end and getting a positive outcome. - Raised multiple JIRA's to improve the product and to help the users. Found bugs and informed the same engineering team by submitting JIRA's.
- Maintained the CSAT and quality at the best. Got many fantastic reviews from the Enterprise users the highly paid members.
- Provided training related to Live/Live Chat for our new joiners.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Handled a team of 10 members of specialists for Live streaming related issues including encoders.
Senior Representative, Operations
PhonePe India Private Limited
Bangalore
04.2020 - 06.2021
- Interacted with customers regularly to maintain and enhance relationships.
- Resolved issues through careful research and follow-up with customers related to the transactions.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Senior Representative, Operations
Concentrix Services India Private Limited
Bangalore
07.2018 - 04.2020
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Interacted with customers regularly to maintain and enhance relationships.
- Resolved issues through careful research and follow-up with customers.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Analyzed and reported on key performance metrics to senior management.
- Developed systems and procedures to improve operational quality and team efficiency.
Technical Support Executive
CRM Services India Private Limited
Jaipur
11.2017 - 06.2018
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Tracked KPIs and created continuous improvement plans.
- Identified key technology defects to streamline problem resolution.
Education
B.E (Mechanical) - Mechanical Engineering
Jaipur Engineering College And Research Centre
Jaipur 08.2012 - 06.2016
Skills
Expert in troubleshooting Live streaming and Software issues
Timeline
Senior Specialist, Live and Enterprise
Vimeo Technologies Private Limited
07.2021 - Current
Senior Representative, Operations
PhonePe India Private Limited
04.2020 - 06.2021
Senior Representative, Operations
Concentrix Services India Private Limited
07.2018 - 04.2020
Technical Support Executive
CRM Services India Private Limited
11.2017 - 06.2018
B.E (Mechanical) - Mechanical Engineering
Jaipur Engineering College And Research Centre
08.2012 - 06.2016
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