Nafis Shaikh
Technical Support Associate
Mumbai
Summary
Experienced with troubleshooting technical issues to provide effective resolutions. Utilizes strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various support tools to efficiently diagnose and solve problems.
Overview
22
22
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Technical Support Associate
Tech Mahindra Ltd.
07.2010 - Current
- Managed inbound calls, chats, and emails to provide exceptional technical support for Vodafone-Three, a UK-based telecom company.
- Helped back-office team reduce ticket backlog to improve workflow efficiency.
- Trained new advisors to enhance teamwork and ensure consistent service delivery.
- Assisted back-office team in resolving ticket backlog
- Worked with tools such as CRM (Salesforce), Intercom, and JIRA to enhance team productivity.
- Protected sensitive customer data by maintaining confidentiality and adhering closely to established company privacy policies.
- Provided exceptional customer service, contributing to high customer satisfaction ratings.
Senior Customer Service Associate
IBM Daksh
11.2006 - 07.2010
- Responded to customer calls for Citibank N.A. accounts, providing accurate account information to resolve inquiries.
- Addressed customer inquiries promptly, ensuring high service standards to improve overall customer experience.
- Resolved customer complaints efficiently, or escalated to appropriate personnel.
- Enhanced customer satisfaction by resolving concerns with knowledgeable and friendly service.
- Initiated customer discussions to identify needs and offer resolutions for product-related questions.
- Assisted with UK train reservations, ensuring accurate bookings and customer support.
Customer Service Associate
Vagus infocom services
11.2004 - 10.2006
- Targeted qualified potential customers by proactively making outbound calls, generating mortgage leads for a client in USA.
- Prepared detailed proposals for prospective customers, outlining services to meet their specific needs.
- Implemented strategies to enhance lead conversion rates, contributing to revenue generation.
- Tracked survey progression, maintaining precise records of interviews to ensure data integrity.
- Analyzed collected data to identify trends and extract insights from survey responses.
Education
H.S.C - Commerce
Ideal High School And Junior College
Thane03-1999
S.S.C - Secondary School
St. John The Baptist High School
Thane03-1997
No Degree - Advanced Diploma in Computer Education (ADSE).
Aptech Computer Education
Mumbai, India 04.2001 -
Skills
Customer support
Certification
MS-Office + Basic AI for improved productivity.
Interests
Interacting with new people, Gaining knowledge from the internet, Traveling
Timeline
Technical Support Associate
Tech Mahindra Ltd.
07.2010 - Current
Senior Customer Service Associate
IBM Daksh
11.2006 - 07.2010
Customer Service Associate
Vagus infocom services
11.2004 - 10.2006
No Degree - Advanced Diploma in Computer Education (ADSE).
Aptech Computer Education
04.2001 -
S.S.C - Secondary School
St. John The Baptist High School
H.S.C - Commerce
Ideal High School And Junior College