Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mohammed Taha

Ontario

Summary

With a customer centric approach and an extensive experience in delivering technical support to Mid-Market and Enterprise customers across the US and Canada, I am eager to bring my outstanding customer facing skills to Dropbox. My experience serving enterprise clients across various markets, has taught me the importance of achieving expert working knowledge on products I work, in order to increase the overall customer satisfaction. I am excited about the opportunity to apply my skills at Dropbox and contribute to the company's mission of designing a more enlightened way of working.

Overview

4
4
years of professional experience

Work History

Deployment Specialist

Phreesia
04.2023 - 10.2024
  • Technical Support and Troubleshooting: Provide high-level technical support to Mid-Market customers during and after software deployment, troubleshooting and resolving technical issues while ensuring highest level of customer satisfaction
  • Performance Metrics and KPIs: Constantly achieves KPI targets such as, Ticket Response Time (10 sec), Tickets handled per day, Resolution Time, Customer Satisfaction (100%)
  • Customer Interaction and Communication: Handles and responds to Phreesia's product based inquiries/escalations via tools such as CRM (Salesforce), chat, email and video calls
  • Cross-Functional Collaboration and Issue Resolution: Work closely with cross functional teams including Customer Service, Product Team and Software Developers to escalate technical bugs, workflow concerns, and improvements through JIRA
  • Continuous Learning and Product Knowledge: Continuously learning and keeping up to date with Phreesia's new product features
  • Knowledge Base Contribution: Contribute to the existing knowledge base in Confluence

QA Analyst

Bell Canada
10.2021 - 04.2023
  • Subject Matter Expertise: Served as a subject matter expert on Bell Canada's SaaS Ticketing Software, providing technical support to both Enterprise and Mid-Market clients.
  • Issue Resolution and Defect Tracking: Effectively resolved client issues and escalated defects by utilizing JIRA tracking software to facilitate communication and resolution.
  • Client Communication and Relationship Building: Established strong client relationships by providing exceptional customer service through various communication channels, including phone, email, and video calls.
  • Quality Assurance and Testing: Contributed to product quality by conducting manual testing, creating and executing test cases, and reporting defects to improve the overall customer experience.
  • Cross-Functional Collaboration: Collaborated with cross-functional teams to ensure alignment with client needs and drive product improvement

Web Developer (Front-End)

Product Faculty
06.2020 - 09.2021
  • Developed company website with extensive knowledge in HTML and CSS
  • Collaborate with cross-functional teams including design and marketing to accomplish shared goals
  • Provide employee on-boarding
  • Responsible for outreach activities on LinkedIn

Education

Master of Science - Computer Science

Ryerson University
Toronto
01-2019

Bachelor of Science - Electrical Engineering

Ryerson University
Toronto
01-2016

Skills

  • Customer Support
  • Technical Support
  • Escalation Resolution
  • Bug reporting
  • Collaboration & Teamwork
  • Analytical Skills
  • Jira
  • CRM - Salesforce
  • Troubleshooting
  • Windows- MacOS
  • Zoom

Timeline

Deployment Specialist

Phreesia
04.2023 - 10.2024

QA Analyst

Bell Canada
10.2021 - 04.2023

Web Developer (Front-End)

Product Faculty
06.2020 - 09.2021

Master of Science - Computer Science

Ryerson University

Bachelor of Science - Electrical Engineering

Ryerson University
Mohammed Taha