Wajid Hussain Khan
Hyderabad
Summary
Results-driven specialist in query management with 10+ years of experience in customer support industry. Looking for an opportunity to apply my expertise and to drive business growth and innovation in a dynamic organization.
Overview
12
12
years of professional experience
Work History
Specialist, Business Client Support
DELL International Services India
10.2016 - 09.2024
- Assisted in resolving customer queries, fully responsible for addressing issues, and provided comprehensive online solutions.
- Handled customer relations issues professionally and recommended appropriate products or services to customers, adhering to company policies.
- Handled issues related to purchase, installation, and working towards saving every sale through Dell.
- Mentoring new hires, as designated by the manager, and providing necessary training for underperforming agents.
- Maintained positive working relationship with fellow staff and management.
- Provided technical support for users experiencing difficulties with software applications.
- Analyzed key performance indicators to identify effective strategies.
- Collaborated closely with team members, and other cross-functional teams, to ensure efficient workflow processes and meet deadlines.
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Created training materials for new hires on the company's procedures and policies.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Recognized by management for providing exceptional customer service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Technical Support Executive
[24]7.AI
01.2015 - 08.2016
- Worked as a technical support executive for the client: Time Warner Cable (Internet, cable, and phone line service provider in the United States of America).
- Assisted customers with issues related to the Internet, phone, and cable, troubleshooting network connectivity issues on their computers or other devices.
- Conducted remote sessions using remote access tools to investigate system errors.
- Developed and maintained customer relationships through effective communication and problem solving skills.
- Provided guidance on best practices for using different applications related to the product and service being supported.
- Resolved technical queries related to product features, functionality, installation and configuration of software applications.
- Coordinated technician visits for customer on service installations when necessary.
Data Analyst
TECH MAHINDRA
10.2013 - 06.2014
- Worked at Tech Mahindra for client Pfizer as a Pharmacovigilance Data Analyst Associate for 9 months, with process Pfizer.
- Evaluated and verified data in Pfizer's system for recognizing adverse events.
- Evaluates the consistency, completeness, and accuracy of the safety database, tracking database, and source document.
- Translated raw data into meaningful information using statistical techniques.
- Developed and maintained databases, data systems, reorganizing data in a readable format.
Content Writer and SEO
IQ Channels
09.2012 - 02.2013
- Company Overview: IQ Channels, a U.K.-based organization that provides a wide range of SEO services, Internet marketing, and web design services.
- I worked as a content writer and SEO specialist.
- Optimize both on-page and off-page ranking factors in order to achieve high search engine rankings for targeted search terms.
- Validated accuracy of information, data and references in written content.
Education
Bachelor of Technology - Computer Science Information Technology
J.N.T.U.H
Intermediate (12th) -
B.I.E (Sri Srinivasa Junior College)
HyderabadS.S.C (10th) -
St. Joseph Grammar High School
HyderabadSkills
- Problem Solving
- Communication
- Time management
- Conflict resolution
- Active listening
- Maintenance and repair
- Root-cause analysis
- Analytical thinking
- Technical Documentation
- Technical troubleshooting
Initiatives
- Supporting new and flex agents in team.
- Helping other teams in following up on backlog cases.
- SPOC for ARG-CARE Interlock Escalations, sharing minutes of meeting and quality of the team.
- Handling escalation in the absence of Supervisor and Manager.
- Assisted CCOP queue for 3 weeks as there were business requirements.
Achievements & Strengths
- Won awards and prizes in speech, essay writing and in out-door and in-door games from school onwards.
- Participated in various workshops, group discussions and debates organized by technical institutes.
- Part of (CDP) Customer Delight Program at Dell International Services.
Languages Known
- English
- Hindi
- Urdu
- Telugu
Personal Information
- Passport Number: Valid (Z6971189)
- Father Name: Mushtaq Hussain Khan
- Nationality: Indian
Disclaimer
I do hereby declare that the above information given by me is true and correct to the best of my knowledge and belief. If you consider my case favorably, I’m willing to work hard and make myself useful to your institution.
Languages
Hindi
Native language
English
Advanced (C1)
C1
Urdu
Advanced (C1)
C1
Telugu
Elementary (A2)
A2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveQuote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Interests
Volunteer work or community involvement
Travel & Explore
Sports, fitness or wellness activities
Gaming or technology interests
Personal development or self-improvement
Timeline
Specialist, Business Client Support
DELL International Services India
10.2016 - 09.2024
Technical Support Executive
[24]7.AI
01.2015 - 08.2016
Data Analyst
TECH MAHINDRA
10.2013 - 06.2014
Content Writer and SEO
IQ Channels
09.2012 - 02.2013
Bachelor of Technology - Computer Science Information Technology
J.N.T.U.H
Intermediate (12th) -
B.I.E (Sri Srinivasa Junior College)
S.S.C (10th) -
St. Joseph Grammar High School
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