Jabed Khan
Kolkata
Summary
Results-oriented IT support technician with a proven history of providing top-tier support for more than 9 years, dedicated to not only meeting but also exceeding the diverse needs and expectations of customers. Demonstrates exceptional proficiency in managing a wide array of concerns, adeptly resolving conflicts, and consistently working to enhance customer satisfaction to the highest standards. Possesses a robust foundation in customer relations, which is complemented by excellent communication skills that facilitate effective interaction with clients. With a commitment to continuous improvement, this technician effectively leverages experience to adapt to evolving technology landscapes, ensuring that customers receive the most relevant and timely support possible. Driven by a passion for helping others, this IT support professional prioritizes creating positive experiences and building lasting relationships with customers through attentive and responsive service.
Overview
9
9
years of professional experience
Work History
Senior Customer Support Specialist
Highlevel India Pvt. Ltd
03.2023 - Current
- Streamlined support processes for increased efficiency and a faster response time to customer inquiries.
- Delivered outstanding service on escalated calls, resulting in satisfied customers who provided positive testimonials.
- Developed innovative strategies to address recurring issues more effectively, minimizing repeat contacts from customers.
- Reduced average call handling time through effective problem-solving techniques and efficient communication skills.
- Increased first-contact resolution rates by implementing proactive measures such as self-help resources and detailed troubleshooting guides.
- Served as an authoritative resource for colleagues seeking expert advice on complex technical problems or procedural guidelines.
- Established strong relationships with key clients, leading to high levels of retention and repeat business.
- Collaborated with cross-functional teams to resolve product-related issues promptly, ensuring a seamless customer experience.
- Enhanced customer satisfaction by resolving complex technical issues and providing exceptional support.
- Resolved challenging cases diplomatically while maintaining professionalism, preserving brand reputation with key clients.
Senior Customer Service Advisor
Wipro Limited (On Contractual Basis)
10.2022 - 03.2023
- Collaborated with cross-functional teams to optimize customer support strategies.
- Oversaw scheduling functions to ensure adequate staffing during peak call volume periods without exceeding budgetary constraints.
- Organized team-building events aimed at fostering camaraderie among colleagues while also promoting creative problem-solving techniques.
- Analyzed key performance metrics to identify trends and drive improvements in service delivery.
- Handled high-profile clients, ensuring exceptional service levels and fostering long-term relationships.
- Developed and implemented training programs to boost team performance and productivity.
- Balanced multiple priorities effectively while ensuring timely completion of tasks without compromising quality or accuracy of work produced.
- Streamlined customer service processes for improved efficiency and faster response times.
- Reduced customer complaints by proactively identifying areas for improvement within the department.
L2 Technical Support
Whitehat Education Technology Private Limited, Mumbai
09.2020 - 10.2022
- Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
- Achieved higher customer retention rates through excellent communication skills when explaining complex technical concepts in simple terms.
- Established a strong rapport with clients, leading to increased referrals and repeat business due to exceptional technical support services.
- Maximized productivity by maintaining an organized work environment and managing multiple projects simultaneously.
- Collaborated with cross-functional teams to address complex customer issues, ensuring a seamless support experience.
- Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
- Utilized diagnostic tools effectively to identify root causes of technical problems accurately and consistently.
- Managed high-pressure situations with professionalism and empathy, leading to increased client trust and loyalty.
- Maintained up-to-date knowledge of industry trends, allowing for informed recommendations on technology solutions that met client needs best.
- Developed a reputation for swift response times to urgent issues, contributing to positive client relationships.
Support Team Manager
FB Global Services, Visakhapatnam
04.2018 - 07.2020
- Managed scheduling, workload distribution, and resource allocation to ensure optimal productivity and timely issue resolution.
- Implemented quality assurance measures to monitor support interactions, ensuring consistent service levels and adherence to company policies.
- Mentored junior staff members in technical troubleshooting techniques, enabling them to resolve complex issues more effectively.
- Conducted root cause analysis on recurring issues, implementing corrective actions that ultimately enhanced customer satisfaction.
- Provided coaching sessions for individual team members, addressing skill gaps and bolstering overall competence level of the group.
- Managed a team of remote support representatives, ensuring seamless coordination and effective communication across multiple time zones.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Managed specialist team to provide technical assistance and customer service.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Senior Officer
IDFC First Bank Ltd, Mumbai
10.2017 - 03.2018
- Optimized supply chain management practices by evaluating current processes, identifying inefficiencies, and implementing cost-effective solutions.
- Coached junior team members, fostering professional growth and improving overall team performance.
- Streamlined operations by identifying inefficiencies and implementing targeted solutions for improvement.
- Drove revenue growth by identifying new market opportunities and developing effective sales strategies to capitalize on them.
- Developed and executed successful marketing campaigns for improved brand recognition and customer reach.
- Increased team efficiency by streamlining communication and implementing new project management strategies.
- Provided strong leadership to enhance team productivity and morale.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Process Associate
Accenture Solutions Private Limited, Mumbai
09.2016 - 10.2017
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Maintained high levels of data confidentiality through adherence to company policies and procedures.
- Increased processing speed by mastering software tools and utilizing keyboard shortcuts efficiently.
- Supported management in analyzing process performance data, identifying areas for improvement.
- Provided exceptional customer service when interacting with clients or vendors during process execution tasks.
- Independent problem solver who took initiative in researching solutions without needing excessive supervision.
- Developed strong working relationships with cross-functional teams for seamless collaboration on projects.
Technical Support Representative
S2S IT Solutions Pvt Ltd, Thane
05.2015 - 07.2016
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Boosted team morale and efficiency, organizing regular training sessions on latest tech trends.
Education
Bachelor of Computer Application - Information Technology
Calorx Teacher's University
06.2015
Skills
- Escalation management
- Customer service excellence
- Ticket management
- Technical Troubleshooting
- Complaint Handling
- Customer Relationship Management (CRM)
- Live chat support
- SLA
- Teamwork and Collaboration
- Time Management
- Problem-solving abilities
- Excellent Communication
Timeline
Senior Customer Support Specialist
Highlevel India Pvt. Ltd
03.2023 - Current
Senior Customer Service Advisor
Wipro Limited (On Contractual Basis)
10.2022 - 03.2023
L2 Technical Support
Whitehat Education Technology Private Limited, Mumbai
09.2020 - 10.2022
Support Team Manager
FB Global Services, Visakhapatnam
04.2018 - 07.2020
Senior Officer
IDFC First Bank Ltd, Mumbai
10.2017 - 03.2018
Process Associate
Accenture Solutions Private Limited, Mumbai
09.2016 - 10.2017
Technical Support Representative
S2S IT Solutions Pvt Ltd, Thane
05.2015 - 07.2016
Bachelor of Computer Application - Information Technology
Calorx Teacher's University
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