dhe avi Rab
Alamo,GA
Summary
Developed strong set of transferable skills in high-paced support environment, focusing on problem resolution and customer satisfaction. Demonstrated abilities in technical troubleshooting and effective communication. Seeking to transition into new field to leverage these skills in fresh context.
Overview
8
8
years of professional experience
Work History
Product Support Representative
One Day Roofing
10440 Little Patuxent Pkwy Suite 700, Columbia, MD
02.2022 - 12.2024
- Ensured customer retention, addressing their concerns and offering tailored solutions to meet their needs.
- Exceeded performance metrics consistently, setting a benchmark for quality within the team.
- Identified opportunities for upselling or cross-selling products based on customers'' needs, contributing to increased revenue generation.
- Built rapport with clients through genuine empathy and understanding, fostering long-term customer loyalty.
- Maintained expert knowledge of product offerings through ongoing training opportunities and research initiatives.
- Collaborated with cross-functional teams to identify recurring product issues and develop strategies for resolution.
- Promoted a positive work environment by actively participating in team meetings and sharing best practices with colleagues.
- Improved customer satisfaction by efficiently troubleshooting and resolving product issues.
- Served as a liaison between customers and development teams to ensure timely implementation of bug fixes or feature enhancements.
- Contributed to the continuous improvement of support tools by providing feedback on their effectiveness in addressing customer needs.
- Managed high-stress situations effectively, remaining calm under pressure while maintaining focus on delivering exceptional service levels at all times.
- Enhanced customer experience by providing timely and accurate information regarding product features and use.
Customer Support Specialist
Kayzglobal Consulting LLC
Sandy Springs, GA
04.2019 - 01.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
- Spearheaded cross-department initiative to streamline communication, resulting in quicker problem-solving for customers.
- Implemented customer feedback loop, enabling direct input into product updates and innovations.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
Business Development Specialist
MTN Roofing
Thornton, CO
01.2017 - 03.2019
- Expanded client base by identifying and targeting new business opportunities through market research and analysis.
- Used SalesForce to handle current portfolio and prospective leads.
- Secured high-value accounts through building rapport with key decision-makers, understanding their needs, and presenting customized solutions tailored to their requirements.
- Established long-term partnerships with key stakeholders, fostering trust and collaboration for mutual success.
- Developed and executed strategic sales plans, resulting in increased revenue and profitability for the company.
- Improved lead generation efforts by refining prospecting techniques, resulting in higher-quality leads for the sales team.
- Came up with detailed plans to enhance sales management and prioritize long-term business goals.
Education
MBA - Business Administration And Management
Cardiff Metropolitan University
UK02.2017
Bachelor of Science - International Business Management
University of Ballarat
Victoria, Australia09.2013
Skills
- Empathy and patience
- Client relationship building
- Training and coaching
- Escalation management
- Teamwork
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
Languages
English
Native or Bilingual
Timeline
Product Support Representative
One Day Roofing
02.2022 - 12.2024
Customer Support Specialist
Kayzglobal Consulting LLC
04.2019 - 01.2022
Business Development Specialist
MTN Roofing
01.2017 - 03.2019
MBA - Business Administration And Management
Cardiff Metropolitan University
Bachelor of Science - International Business Management
University of Ballarat