Summary
Overview
Work History
Education
Skills
Timeline
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Jabed Khan

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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