Huzefa Rafeeq
Technical Support Engineer
Hyderabad
Summary
Detail-oriented and results-driven Data Analyst with 3 years of experience in data interpretation and analysis, leveraging insights to drive effective business solutions. Brings over 4 years of customer service experience, with a deep understanding of client needs and a commitment to service excellence. Proficient in statistical analysis, data visualization, and data cleaning, with a proven track record of delivering actionable reports and strategic recommendations to optimize business processes and performance. Technically adept, with expertise in utilizing data tools and technologies, including Capstone and Salesforce, to achieve business objectives and support data-driven decision-making.
Overview
9
9
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Technical Support Engineer
Salesforce
04.2024 - 02.2025
- Assisted with troubleshooting standard functionality and customer customizations in Salesforce products, ensuring smooth system operations.
- Demonstrated strong analytical, troubleshooting, and problem-solving expertise, consistently resolving complex technical issues.
- Provided remote assistance to clients, ensuring timely and effective resolution of both software and hardware concerns.
- Mentored junior team members on best practices in issue resolution techniques, fostering skill development and team growth.
- Served as an escalation point for challenging technical inquiries, utilizing deep product knowledge and problem-solving abilities to resolve issues efficiently.
- Conducted root cause analysis of technical issues, implementing preventive measures to minimize future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively, ensuring a high level of service quality.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and building trust.
- Consistently met or exceeded performance metrics, contributing to the overall success of the team.
- Delivered Tier-3 support and Subject Matter Expert (SME) input to both internal and external customers, providing specialized technical knowledge and support.
AIML - Data Operations Annotation Analyst
Apple Inc.
03.2021 - 03.2024
- Contributed to the development and testing of new deep learning models for natural language understanding tasks, advancing AI capabilities.
- Demonstrated strong analytical skills in analyzing complex datasets, identifying key trends, and presenting insights through compelling narratives.
- Quickly grasped new technical concepts and efficiently applied them to optimize data-driven outcomes, ensuring alignment with business goals.
- Analyzed user interactions and data logs from Siri and GPT integration to improve voice recognition accuracy and enhance natural language understanding.
- Successfully annotated both audio and visual data, ensuring high-quality and accurate labeling to support model training and analysis.
- Contributed to the growth of AI and Machine Learning, providing high-quality human annotation to enhance machine interactions.
- Evaluated customer data from participants in the grading program, offering valuable insights for continuous improvement and personalized experiences, while ensuring data privacy.
- Maintained a high level of precision in data annotation, positively impacting the effectiveness of machine learning models and customer satisfaction.
- Created interactive dashboards in Tableau and Power BI to visualize key metrics and performance indicators for better decision-making.
- Collaborated with senior researchers on projects related to transfer learning and multi-modal AI systems, contributing to cutting-edge research.
- Presented research progress and findings at team meetings, contributing to internal knowledge sharing and fostering a collaborative work environment.
Customer Service Specialist
Dell International Services
02.2016 - 02.2021
- Generated and analyzed reports to monitor employee engagement and attrition trends, providing actionable insights for improved workforce management.
- Coordinated the implementation of people-related services, policies, and programs through departmental staff, ensuring smooth execution and alignment with company objectives.
- Managed open customer cases, maintaining continuous visibility and providing effective follow-up to ensure full resolution of customer requests and issues.
- Reduced operational risks by organizing data to forecast performance trends, enabling proactive decision-making and optimizing business operations.
- Created and delivered PowerPoint presentations on new processes and policies, ensuring clear communication and understanding across teams.
- Focused on optimization, productivity improvement, and customer centricity, working towards enhancing operational efficiency and customer satisfaction.
- Built a bridge between cross-functional teams to ensure swift and effective resolution, prioritizing the best possible customer experience.
- Achieved 98% quality score month on month, consistently driving high customer satisfaction and effective resolution of customer issues.
- Improved customer experience for a new team, helping elevate their satisfaction score from 60% to over 90% through dedicated efforts and process enhancements.
- Conducted regular training sessions for new hires on process adherence and CSAT (Customer Satisfaction), ensuring they are equipped with the skills and knowledge to succeed.
- Worked alongside global business leaders to deploy new training strategies, ensuring continuous development and alignment with global standards.
- Provided email and phone support to US Small and Medium Business customers, offering timely and effective solutions to their queries.
- Cultivated impactful communication strategies, translating technical concepts into accessible language, and fostering a culture of open dialogue to drive team success and stakeholder engagement.
Education
Bachelor of Science - Mathematics, Statistics And Computer Science
St. Ann's College For Women
Hyderabad, India06-2015
Skills
Technical support
Certification
Salesforce Administrator
Timeline
AI Associate
01-2025
Salesforce Administrator
05-2024
Technical Support Engineer
Salesforce
04.2024 - 02.2025
AIML - Data Operations Annotation Analyst
Apple Inc.
03.2021 - 03.2024
Customer Service Specialist
Dell International Services
02.2016 - 02.2021
Bachelor of Science - Mathematics, Statistics And Computer Science
St. Ann's College For Women
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