Javeed Akther

Highly experienced Customer Support Lead with 14 years of expertise in delivering exceptional customer service and ensuring customer success. Proficient in chat support, phone support, and client onboarding, with a strong ability to analyze and resolve customer issues efficiently. Adept at fostering long-term relationships with customers, driving customer satisfaction, and improving support processes. Skilled in communication, technical support, and utilizing CRM software to enhance customer interactions. Known for problem-solving abilities, empathy, and a collaborative approach to working within teams. Committed to providing high-quality support and enhancing the overall customer experience.

• Linux Certification, Red Hat
• Business Communication in English, British Council

The information provided in this resume is accurate to the best of my knowledge and belief. Any discrepancies or inaccuracies are unintentional and will be corrected upon verification. The details included are intended to represent my qualifications and experience in the best possible light, and I am open to discussing any further clarifications or updates.

IVS Telecom, Customer Support Executive, 2009-2015, Provided comprehensive customer support for IVS Telecom, handling a high volume of customer inquiries and resolving issues efficiently., Managed customer interactions via phone and chat, ensuring prompt and effective responses., Assisted customers with technical issues and provided troubleshooting steps., Maintained accurate records of customer interactions and issues using CRM software., Collaborated with team members to improve support processes and enhance customer satisfaction., Successfully resolved a high percentage of customer issues on the first contact., Received positive feedback from customers for exceptional service and support. Travelhost Online Magazine, 2017-2018, Collected data and timely uploaded it onsite for public view for 127 USA cities using Drupal., Gathered and verified data from various sources., Ensured accurate and timely updates to the online magazine., Managed content upload and maintenance on the Drupal platform., Coordinated with the team to ensure consistency and accuracy of information., Maintained high accuracy and reliability in data uploads., Enhanced the online presence and accessibility of the magazine for 127 cities. ProspectBoss.com Dialer, Chat, Phone Support, Client Onboarding, and Troubleshooting, 2015-2024, Managed chat and phone support, client onboarding, and troubleshooting for the ProspectBoss.com Dialer., Handled customer queries and issues via chat and phone., Guided new clients through the onboarding process., Provided technical support and troubleshooting for the dialer system., Ensured customer satisfaction and resolved issues efficiently., Improved client onboarding process, leading to higher customer satisfaction., Successfully resolved technical issues, minimizing downtime for clients. Other Projects, Provided support for the Vfurnish app, assisting users with inquiries and technical issues. Involved in training chatbots to improve their responses and accuracy in handling customer queries.