Aseenah Rasulalah
Technical Support Representative
Hampton,VA
Summary
Technical Support Representative with experience processing Zendesk service tickets, answering chats and emails, and maintaining customer relationships. Skilled in assisting with technical issues, providing product knowledge, and processing orders. Proactive in identifying potential clients and giving feedback to management. Proficient in CRM systems, Microsoft Excel, and social media management. Strong communication skills and ability to work remotely. Also experienced in customer care, help desk administration, and dispatching services. Certified in SAP User Administration and Business Administration. Proficient in various software and communication tools.
Service-oriented Customer Support Representative with 10+ years of experience in contact center operations as well as working remotely, talking to customers over the phone, e-mail, online chat, or social media to resolve a broad range of concerns. Offers strong computer skills in Word, Excel, and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Support Representative
Michael Management Corporation
04.2022 - Current
- -Processed {4000+} Zoho service tickets, answered {1500+) chats via Zoho Sales IQ, and responded to {800+} emails via Outlook,
- Developed, maintained, and improved business relations with {1000+} customers and proactively contacted customers where appropriate
- Maintenance of all correspondence and customer records via CRM, resulting in a 90% improvement in response time
- Assisted customers in resolving SAP Access, Michael Management website, and Learning Machine System technical issues and escalated to the Help Desk when previous steps were exhausted
- Help Desk team member back-up, closing upwards of {40+} Help Desk tickets
- Processed orders and provided knowledge of products and services to 50 customers per day
- Supplied {300+} potential Dedicated Access and Corporate Training clients to the Sales Team
- Monthly met 96.5% in performance metrics set by management
- Activated and deactivated corporate training licenses within Michael Management LMS, managing 100 licenses
- Created and maintained Customer Service Zoho ChatBot, resulting in a 30% increase in customer assistance outside of hours of operation
- Managed accounting records and revenue analytics reports for company affiliates, utilizing Microsoft Excel to maintain accurate financial data
- Initiated email campaigns and analytics reports, resulting in a 20% increase in email open rates
- Led social media management for Twitter, Facebook, and LinkedIn accounts, loading posts into the E clincher system, with a total of over 30 posts per month
- Offered insights during weekly company meetings via Zoom, Google Teams, and Slack, contributing to improved decision-making processes
- Coordinated with departmental management to successfully implement the SAP Access management system, ensuring smoother operations for over 20 employees
- Collaborated with other departments, such as Corporate Accounts and Training Content, to contribute to product management, resulting in increased efficiency and improved product offerings
- Trained three newer members on multiple applications and systems: SAP Access, ZOHO, Manager, Salesforce, ASANA, E-Clincher, and Click-Up
Customer Experience Specialist
Sequencing.com
07.2021 - 04.2022
- Supplied online support to over {2000+} consumers using email, real-time online chat, and phone
- Delivered exceptional customer and technical support for online and digital services, resulting in a 95% customer satisfaction rate
- Provided technical support for e-commerce platforms, marketplaces, and digital subscriptions, resolving {45+} customer issues daily
- Created and tracked Zendesk service tickets daily to address arising technical issues
- Efficiently generated service tickets via JIRA, ensuring the resolution of complex issues within 48 to 72 hours
- Furnished additional support via FB Messenger, real-time chat apps, and phone, resulting in a 20% improvement in customer engagement
- Conducted screen-sharing sessions with multiple customers, including over Zoom, to troubleshoot and resolve issues, resulting in a 30% reduction in average resolution time
- Implemented a triage strategy to prioritize urgent requests and developed de-escalation strategies, resulting in a 50% decrease in customer complaints
- Utilized company hierarchy and resources to find efficient solutions, ensuring timely problem-solving with an average response time of 1 hour
Customer Care Assistant
Conduent
03.2017 - 06.2021
- Implemented 'Here to Help' skills to assist Apple consumers with technical challenges concerning their devices, resulting in a 75% reduction in escalated support cases
- Performed operating system installations and updates using macOS Set-Up Assistant for seamless software transitions across {100+} devices
- Information Migration from various PCs, Macs, Androids, and IOS devices, ensuring data integrity and continuity for {100+} users
- Restored and troubleshoot various issues concerning applications, tool utilization, and isolated area support, resulting in a 60% decrease in downtime
Help Desk Administrator
PPG Industries
08.2015 - 01.2017
- Supplied technical support for PPG proprietary software, Microsoft Windows operating system software, computer hardware, computer peripherals, and networking via phone and/or remote access software
- Submitted daily and weekly productivity statistics to the Color IT Department, providing accurate insights for management decision-making
- Updated standards and procedures efficiently via Excel spreadsheets, ensuring accuracy in the documentation of company protocols
- Built and configured customer computers according to their specific business parameters, resulting in optimal performance and user satisfaction
- Offered accurate solutions to user problems, escalating issues when troubleshooting resources were exhausted
- Phone coverage of {35+} calls daily, supporting end-users
- Evaluated new technology solutions based on current business needs and industry trends while making recommendations to management.
Customer Service
PTA Transportation
09.2012 - 01.2015
- Dispatched para-transit transportation and routing services, meeting the needs of seniors and disabled individuals with a daily average of {20+} rides
- Efficiently dispatched fixed-route and paratransit vehicles, ensuring reliable and timely transportation services for passengers
- Scheduled customers for transportation using Customer Relationship Management software, managing an average of {100+} weekly appointments
- Arranged and assigned {50+} drivers' calendars daily, reporting prospective appointments via weekly meetings, ensuring efficient scheduling and resource allocation
- Created company guidelines and violations concerning customers' and drivers' commitments and responsibilities, enhancing the overall quality of service
- Monitored computerized daily manifests and schedules for dispatching and routing transit services, optimizing efficiency and ensuring punctuality
Education
Certificate of Technical Studies - Amazon Web Services
PluralSight
Los Angeles, CA10-2024
Certification - SAP S/4 HANA
Michael Management Corporation
New York, NY02-2023
Associate of Arts - Liberal Arts
Essex County College
Newark, NJ03.1992
Skills
- Customer service expert
- Report Generation
- Data Management
- Complaint Handling
- Customer Success Management
- Software troubleshooting
- Organization and recordkeeping
- Inbound call answering
- Microsoft Windows and Office
- Online Chat Support
- Issue and Resolution Tracking
- Technical Troubleshooting
- User Support
- Application installations
- Learning Machine System support
- Mac systems
- Account Administration
- SAP S/4 HANA
- Microsoft Windows
- SalesForce
- ZenDesk
- ZoHo
Certification
- SCS Business School, Business Certification
- Microsoft Office Suite, Basic Accounting, Keyboarding
- Michael Management Corporation SAP User Administration, SAP S/4 HANA Basic Navigation, SAP S/4 HANA Intermediate Reporting Skills, Salesforce User Training
- DISC Four Quadrant Personality Model
- Continued Education Course
Accomplishments
- Developed the company's first Chatbot, through the Zoho system.
- Wrote and implemented extensive training materials for new Customer Service Representatives. This training involved 5 systems SAP, Zoho CRM, Salesforce, Zendesk and Michael Management Corporation's Learning Machine System.
- Created and maintained Michael Management's internal knowledge base to provide solutions to common technical issues.
Timeline
Customer Support Representative
Michael Management Corporation
04.2022 - Current
Customer Experience Specialist
Sequencing.com
07.2021 - 04.2022
Customer Care Assistant
Conduent
03.2017 - 06.2021
Help Desk Administrator
PPG Industries
08.2015 - 01.2017
Customer Service
PTA Transportation
09.2012 - 01.2015
Certificate of Technical Studies - Amazon Web Services
PluralSight
Certification - SAP S/4 HANA
Michael Management Corporation
Associate of Arts - Liberal Arts
Essex County College
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