Hazira M
Chennai
Summary
Dynamic technical Support Engineer with a proven track record at Hexaware, excelling in troubleshooting and retention. Recognized for exceptional communication and negotiation skills, I effectively resolved complex technical issues, enhancing satisfaction and loyalty. Committed to excellence, I consistently achieved high conversion rates while managing diverse customer interactions.
Overview
9
9
years of professional experience
Work History
Technical Support Engineer
Hexaware
chennai
06.2024 - 02.2026
- Served in the Airtel international technical support process as an L1 agent, handling 45+calls daily and resolving service-related queries while maintaining high customer satisfaction.
- Provided end-to-end Wi-fi troubleshooting support, diagnosing and resolving issues such as Wi-fi not connecting, slow internet speed, intermittent connectivity, router/modem setup, signal range problems and device compatibility issues.
- applied structured problem-solving and technical diagnostics to identify root causes and guide customer through step-by-step resolutions.
- recognized for strong communication and technical handling skills, leading to an internal role as L2-SME within the retention desk team(role responsibilities performed though not formally reflected in the promotion letter).
- Handled disconnection and retention calls, using persuasive communication to reduce churn, address disconnection pain points and improve overall service quality.
- supported team members by sharing wi-fi troubleshooting best practices, call-handling techniques and effective resolution approaches.
Customer Support Engineer
Movate (Formally CSS corp)
Chennai
11.2021 - 05.2024
- Project- HPE Aruba networks(Welcome center and Return Merchandise Authorization)
- assist the customers in raising service requests for issues that are related to hardware and software through calls, email and chat.
- cross check if the customer has active support assistance and if not, proceed accordingly on the exception and denials.
- performing basic troubleshooting to see if the issues can be rectified before placing requests for replacement.
- working closely with the supply chain and logistics team on the part availability, suggestion of functional equivalent parts, cross checking if the units are available for shipping in the country warehouse, scheduling the delivery, working on customer clearance, courier services, etc.
- preparing weekly and monthly reports, scheduling monitoring according to regions, maintaining tracker to update the daily productivity.
- Prioritise the requests based on top accounts, premier customers, contract cases with same business day delivery, emergency requests through regional managers, bulk unit replacements, etc.
Senior Pre-Sales Consultant
Vijay Raja Group
Chennai
08.2020 - 01.2021
- Assisted customers in troubleshooting product issues and provided timely support
- Assisted customers in their inquiries regarding their project of interest
- Handled high volume of leads and ensured excellent conversion percentages
- Took charge of the whole process and executed it from start to end
Customer Care Executive
Casa Grand Space Hub, Chennai
Chennai
08.2017 - 07.2018
- Evaluated interactions between associates and customers to assess personnel performance.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Assisted customers on the rental front
- Answered and solved customer's queries`
Education
Bachelor of Arts: Corporate Economics - Economics
Justice Basheer Ahamed College
Chennai, TN2017
Skills
- Commitment to excellence
- Negotiation techniques
- Researching
- Communication skills
- Multi tasking
Education
other
Languages
- Urdu
- English
- Tamil
Timeline
Technical Support Engineer
Hexaware
06.2024 - 02.2026
Customer Support Engineer
Movate (Formally CSS corp)
11.2021 - 05.2024
Senior Pre-Sales Consultant
Vijay Raja Group
08.2020 - 01.2021
Customer Care Executive
Casa Grand Space Hub, Chennai
08.2017 - 07.2018
Bachelor of Arts: Corporate Economics - Economics
Justice Basheer Ahamed College