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+91-9035922862/8431091466
mainoddin2010@gmail.com
Customer Specialist -5.9 Years’ Of Experience

Professional Summary
Customer service focused Technical Support Specialist with 5.9 years career experience in help desk environments. Highly adept in systems analysis diagnostics and troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic.
Core Qualifications
•    Database Support
•    Product and service expertise
•    Systems Analysis
•    Excellent communicator
•    PC & MS Office proficient    •    MS SQL Server And Oracle
•    Help Desk
•    Quality assurance
•    Conflict resolution
•    Analytical and diagnostic skills
Experience:

1.    ITC Infotech, India Bangalore
Designation: Customer Service Specialist – March-2016 – April-2019
•    Answer and direct 40+ calls daily, with goals including selling plans, managing customer accounts, responding to service queries, and cancelling accounts
•    Trained 5 employees in using Kayako (customer service software), as well as in basic duties and how to conduct calls
•    Received a 90% average customer satisfaction rating (to date), winning “Employee of the Month” in July of 2015
•    Able to research and manage highly complicated accounts to provide comprehensive service to customers and assist upper management
•    Closed sales at almost 60% rating, 10% higher than company average

2.    Lancet Software India Pvt Ltd
Designation: Information and Customer Service Specialist – Jan- 2015 – Feb-2016
•    Memorized store organization system, as well as special products and discounts, and directed customers to desired products
•    Conducted returns and informed customers of return policy
•    Fielded customer complaints and issues, with 90%+ of issues resolved to customer satisfaction
•    always Maintained friendly and positive attitude, even with unhappy and unruly customers
•    Mastered in-house customer service and sales computers, powered by Zendesk

3.    IMS Health India Pvt Ltd

Designation: Technical Support engineer – Aug-2013 – Jan-2015
•    Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment.
•    Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.
•    Accurately processed and documented call transactions using tracking software.
•    Database Support has been given on the SQL product
•    Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.
•    Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.
•    Established patterns to reoccurring issues and provides input to development teams.

Education:

Master of Computer Application – Information Technology
2010
VTU University Belgaum","rawText":"KHAZI MAINODDIN +91-9035922862/8431091466 mainoddin2010@gmail.com Customer Specialist -5.9 Years’ Of Experience Professional Summary Customer service focused Technical Support Specialist with 5.9 years career experience in help desk environments. Highly adept in systems analysis diagnostics and troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic. Core Qualifications • Database Support • Product and service expertise • Systems Analysis • Excellent communicator • PC & MS Office proficient • MS SQL Server And Oracle • Help Desk • Quality assurance • Conflict resolution • Analytical and diagnostic skills Experience: 1. ITC Infotech, India Bangalore Designation: Customer Service Specialist – March-2016 – April-2019 • Answer and direct 40+ calls daily, with goals including selling plans, managing customer accounts, responding to service queries, and cancelling accounts • Trained 5 employees in using Kayako (customer service software), as well as in basic duties and how to conduct calls • Received a 90% average customer satisfaction rating (to date), winning “Employee of the Month” in July of 2015 • Able to research and manage highly complicated accounts to provide comprehensive service to customers and assist upper management • Closed sales at almost 60% rating, 10% higher than company average 2. Lancet Software India Pvt Ltd Designation: Information and Customer Service Specialist – Jan- 2015 – Feb-2016 • Memorized store organization system, as well as special products and discounts, and directed customers to desired products • Conducted returns and informed customers of return policy • Fielded customer complaints and issues, with 90%+ of issues resolved to customer satisfaction • always Maintained friendly and positive attitude, even with unhappy and unruly customers • Mastered in-house customer service and sales computers, powered by Zendesk 3. IMS Health India Pvt Ltd Designation: Technical Support engineer – Aug-2013 – Jan-2015 • Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment. • Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary. • Accurately processed and documented call transactions using tracking software. • Database Support has been given on the SQL product • Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty. • Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues. • Established patterns to reoccurring issues and provides input to development teams. Education: Master of Computer Application – Information Technology 2010 VTU University Belgaum","canEdit":false,"editUrl":"https://www.workana.com/freelancer/a34c3df68052c09b5b12e5b67a8717ed/profile/description","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","placeholder":"In a few words, sum up what best defines you as a professional. Show the world what you have to offer and give direction to your freelance career. Ex: Image and sound designer specializing in institutional videos and photo retouching."},"validation":{"required":true,"min":20}},"history":{"section":"history","title":"Work history","dangerouslyWillBeRenderAsHtml_text":"Experience:

1.    ITC Infotech, India Bangalore
Designation: Customer Service Specialist – March-2016 – April-2019
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•    Trained 5 employees in using Kayako (customer service software), as well as in basic duties and how to conduct calls
•    Received a 90% average customer satisfaction rating (to date), winning “Employee of the Month” in July of 2015
•    Able to research and manage highly complicated accounts to provide comprehensive service to customers and assist upper management
•    Closed sales at almost 60% rating, 10% higher than company average

2.    Lancet Software India Pvt Ltd
Designation: Information and Customer Service Specialist – Jan- 2015 – Feb-2016
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•    Conducted returns and informed customers of return policy
•    Fielded customer complaints and issues, with 90%+ of issues resolved to customer satisfaction
•    always Maintained friendly and positive attitude, even with unhappy and unruly customers
•    Mastered in-house customer service and sales computers, powered by Zendesk

3.    IMS Health India Pvt Ltd

Designation: Technical Support engineer – Aug-2013 – Jan-2015
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•    Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.
•    Accurately processed and documented call transactions using tracking software.
•    Database Support has been given on the SQL product
•    Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.
•    Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.
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