Nuzath Unnisa Begum
Hyderabad
Summary
A meticulous and motivated individual with a Master of Education degree. Conscientious professional with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Analyst - L1
Gainsight
11.2023 - Current
- Resolved customer software and technical inquiries through phone, chat, and email channels, ensuring a high rate of first-contact resolution.
- Managed customer expectations by providing accurate response times for issue resolution, achieving and exceeding established SLAs.
- Conducted in-depth research and documentation of customer technical issues, contributing to team knowledge base for improved future support.
- Collaborated with Level 1, Level 2, and Level 3 Support teams to facilitate quick escalation and resolution of complex issues.
- Partnered with Technical Support team members on strategic initiatives, aimed at process innovation and automation.
- Offered feedback to enhance and refine customer documentation and knowledge base articles, streamlining issue resolution and expanding self-service options.
- Maintained high standards of communication accuracy and empathy, reinforcing strong customer relationships and satisfaction.
Intern
Gainsight
08.2022 - 10.2022
- Participated in training, working closely with supervisors and coworkers and asking appropriate questions
- Shadowed senior team members to learn all related jobs and tasks
- Attended training courses to build understanding of product, processes, techniques and industry
- Learned new materials, processes and programs quickly
- Successfully completed Capstone Project at the end of training
Associate Professor
Global Institute of Engineering and Technology
08.2015 - 06.2022
- Supported department for various academic and administrative activities
- Taught various Core Electronics and Communication and additional subjects like: Fundamentals of Internet of Things (IoT) and Basics of Python
- Assisted graduating students in their project work and helped them with report documentation
Education
Masters of Engineering -
Osmania University
06.2015
Bachelor of Engineering -
Deccan College of Engineering and Technology
05.2012
Skills
- Gainsight Administration
- Customer Success
- Written and Verbal Communication
- Problem Solver
Certification
- Gainsight NXT Associate Admin
- Gainsight Admin Level 2 (Reports & Dashboards)
- Gainsight Admin Level 2 (Journey Orchestrator & Survey)
Languages
English
Hindi
Urdu
Telugu
Timeline
Technical Support Analyst - L1
Gainsight
11.2023 - Current
Intern
Gainsight
08.2022 - 10.2022
Associate Professor
Global Institute of Engineering and Technology
08.2015 - 06.2022
Bachelor of Engineering -
Deccan College of Engineering and Technology
Masters of Engineering -
Osmania University
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