Syed Ehtesham Hussain
Hyderabad
Summary
Seasoned Customer Associate who provides highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Seasoned Retail Sales Associate committed to providing high-quality service and superior guest experiences. Positive and infectious personality with excellent interpersonal and relationship-building skills.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
Work History
Technical Support Engineer
Salesforce Marketing Cloud
03.2024 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Documented faults and bugs for referral to development staff for use in updates.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Improved client satisfaction with personalized troubleshooting sessions that catered to individual needs and skill levels.
Associate Technical Support Engineer
Salesforce
11.2022 - Current
- Proactively identified areas for improvement in existing systems, recommending solutions for enhanced functionality and performance optimization.
- Increased product knowledge within the team by conducting regular training sessions on new features and updates.
- Developed strong relationships with key stakeholders, encouraging open communication channels for reporting issues or concerns about products or services provided.
- Assisted in the development of internal tools to streamline technical support processes, resulting in improved efficiency and reduced response times.
- Ensured smooth system transitions by leading user training sessions on new software implementations and upgrades.
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Became a trusted resource for colleagues by consistently sharing knowledge, best practices, tips, tricks, and useful shortcuts related to various technologies used within the company.
- Mentored junior engineers, helping them develop their skills and fostering a supportive team environment.
- Gathered trend data from customer calls and interactions.
- Maintained response times to support business continuity.
Technology Support Analyst
Wells Frago
03.2021 - 11.2022
- Optimized network infrastructure by implementing strategic updates and improvements as needed.
- Enhanced user satisfaction by efficiently troubleshooting and resolving complex technical issues.
- Analyzed root causes of recurring technical issues, developing long-term solutions that significantly reduced ticket volume over time.
- Delivered exceptional technology support services, contributing to a significant increase in end-user productivity.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
Customer Service Associate
Tech Mahindra
08.2019 - 02.2021
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Informed customers about special promotions and provided detailed information for various products
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Education
Bachelors of Technology (BTech) - Electronics And Communications Engineering
Lords Institute Of Engineering And Technology
07.2015 - 05.2019
Intermediate - MPC (Mathematics,Physics And Chemistry)
NRI Academy
06.2013 - 05.2015
SSC(10th Standard) -
Covells High School
06.2010 - 05.2013
Skills
Excellent Communication skills
Creative problem solving
Customer Inquiry Management (CIM)
Recordkeeping strengths
Complaint resolution
Leadership qualities
Ability to delegate
Integrity, accountability, Flexibility
Data management
Salesforce Admin
SFMC Email Specialist
Accomplishments
- Lead two major projects namely, Detection and Prevention of falling object & Smart Mirroring using Raspberry Pi.
- Attended one week national level workshop on Raspberry Pi and its application to IOT and PCB design.
- Was elected as a sports captain in college.
- Was a part of leaders team in school and elected as vice president of leaders association.
- Gave different presentations as a part of course curriculum area for various subjects which includes Microprocessor and Microcontroller,Embedded systems etc.
- Have been an active member of IETE.
- Participated in the largest student run NGO in Hyderabad.
- Was elected as an organizer for Technical and Non-technical events held in college.
Timeline
Technical Support Engineer
Salesforce Marketing Cloud
03.2024 - Current
Associate Technical Support Engineer
Salesforce
11.2022 - Current
Technology Support Analyst
Wells Frago
03.2021 - 11.2022
Customer Service Associate
Tech Mahindra
08.2019 - 02.2021
Bachelors of Technology (BTech) - Electronics And Communications Engineering
Lords Institute Of Engineering And Technology
07.2015 - 05.2019
Intermediate - MPC (Mathematics,Physics And Chemistry)
NRI Academy
06.2013 - 05.2015
SSC(10th Standard) -
Covells High School
06.2010 - 05.2013
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