EKRAM BAKSH
Service Desk Associate & Team Lead
Hatfield,PA
Summary
Multi-tasking Team Leader well-known for executing successful. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. 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. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Service Desk Associate
Assembia
09.2022 - 03.2023
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and provided backup support for organizational leadership.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Created and maintained detailed database to develop promotional sales.
- Educated customers about billing, payment processing and support policies and procedures.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Configured hardware and granted system permissions to new employees.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted with updating technical support best practices for use by team.
- Trained new Service Desk Associates on company policies, procedures, and best practices for delivering top-notch support.
- Responded proactively and positively to rapid change.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Consistently met or exceeded service level agreements and performance metrics, resulting in recognition as top-performing Service Desk Associate.
- Engaged in user support interactions via telephone, chat and email platforms.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Served as subject matter expert within team, sharing valuable insights to improve collective performance levels.
- Documented support interactions for future reference.
- Promoted efficiency among departments with prompt resolution of system issues.
- Monitored systems in operation and quickly troubleshot errors.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided exceptional customer service through active listening, empathy, and clear communication skills.
- Sought ways to improve processes and services provided.
- Developed and updated databases to handle customer data.
- Delivered prompt service to prioritize customer needs.
- Streamlined service desk processes for improved efficiency and faster resolution times.
- Investigated and resolved accounting, service and delivery concerns.
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Worked well in team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Enhanced customer satisfaction by providing timely and accurate assistance with service desk inquiries
- Sought ways to improve processes and services provided
- Met customer call guidelines for service levels, handle time and productivity
- Served as subject matter expert within team, sharing valuable insights to improve collective performance levels
- Trained new personnel regarding company operations, policies and services
Front End Team Lead
Walmart
06.2021 - 06.2022
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Created employee schedules to align coverage with forecasted demands.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Integrated third-party APIs into existing applications to enhance functionality without compromising user experience or security.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Monitored cash drawers in checkout stations to verify adequate cash supply.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Mentored team members to enhance professional development and accountability in workplace.
- Trained team members in successful strategies to meet operational and sales targets.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Prioritized helping customers over completing other routine tasks in store.
- Used in-store system to locate inventory and place special orders for customers.
- Optimized website performance using advanced front-end optimization techniques such as caching, and compression.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Maintained accurate records of sales and financial transactions.
- Recommended complementary purchases to customers, increasing revenue.
- Identified issues, analyzed information and provided solutions to problems.
- Delivered services to customer locations within specific timeframes.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Self-motivated, with strong sense of personal responsibility.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Managed efficient cash register operations
- Maintained transaction security by verifying payment cards against identification
- Listened to customer needs and desires to identify and recommend optimal products
- Used in-store system to locate inventory and place special orders for customers
- Deployed continuous integration pipelines for efficient code testing and deployment processes, significantly reducing risk of bugs reaching production environments
- Worked closely with backend engineers to develop scalable solutions that supported high traffic loads while maintaining seamless functionality for
- Deployed continuous integration pipelines for efficient code testing and deployment processes, significantly reducing risk of bugs reaching production environments.
Grocery Team Leader
Walmart
08.2019 - 05.2021
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Managed conflict resolution among group members skillfully in order to maintain cohesive working environment.
- Attended staff development meetings and workshops and applied information from those events into daily activities.
- Reviewed daily requirements and forecasts and delegated work for optimal coverage.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Built strong relationships with customers through positive attitude and attentive response.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Served as role model for team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
- Held weekly team meetings to inform team members on company news and updates.
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely.
- Developed effective improvement plans in alignment with goals and specifications.
- Conducted regular reviews of operations and identified areas for improvement.
- Adjusted equipment to meet different productivity levels.
- Explored new tools and technologies that enhanced capabilities of team members while enabling seamless collaboration across departments.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Generated reports detailing findings and recommendations.
- Worked different stations to provide optimal coverage and meet production goals.
- Maintained database systems to track and analyze operational data.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with strong work ethic.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in team environment.
- Identified issues, analyzed information and provided solutions to problems.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Improved team productivity by implementing effective scheduling and task delegation strategies.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Increased customer satisfaction by efficiently managing and organizing grocery department operations.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Optimized product placement on shelves for better visibility and ease of access for customers.
Dairy Department Manager
Walmart
03.2018 - 07.2019
- Maximized profit margins through efficient labor scheduling and cost control practices within dairy department.
- Established team priorities, maintained schedules and monitored performance.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Provided exceptional customer service while addressing inquiries regarding product selection and availability in dairy section.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Streamlined inventory management for optimal product availability and freshness.
- Trained new employees on dairy department procedures, resulting in increased productivity and efficiency.
- Ensured compliance with local, state, and federal food safety regulations, maintaining clean and safe working environment at all times.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Utilized advanced forecasting methods to accurately predict future sales trends, optimizing inventory planning as needed.
- Spearheaded cross-departmental collaboration initiatives, promoting teamwork throughout store for improved overall performance.
- Coordinated with suppliers to ensure timely deliveries and maintain appropriate stock levels.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Developed detailed plans based on broad guidance and direction.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Analyzed sales data to identify trends, adjusting inventory levels accordingly to meet customer demand.
- Developed creative marketing materials showcasing featured products within dairy section, driving customer interest and sales.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Passionate about learning and committed to continual improvement.
- Resolved problems, improved operations and provided exceptional service.
- Worked well in team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Developed and maintained courteous and effective working relationships.
- Skilled at working independently and collaboratively in team environment.
- Identified and communicated customer needs to supply chain capacity and quality teams
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Implemented effective merchandising strategies to increase sales and profitability of dairy department
Backroom Team Associate
Walmart
01.2017 - 03.2018
- Managed diverse team of professionals, fostering inclusive work environment that encouraged collaboration and innovation.
- Successfully negotiated contracts with vendors, securing favorable terms for organization.
- Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
- Generated sales reports and presentations for senior management.
- Used in-store system to locate inventory and place special orders for customers.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Managed efficient cash register operations.
- Worked varied hours to meet seasonal and business needs.
- Maintained relationships with customers to maximize sales opportunities.
- Optimized departmental processes with implementation of innovative strategies, resulting in improved efficiency and reduced costs.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Utilized customer feedback to improve product offerings.
- Contributed to risk mitigation efforts through careful analysis of potential threats to operations or profitability, recommending appropriate action plans when necessary.
- Listened to customer needs and desires to identify and recommend optimal products.
- Provided exceptional services and pleasant shopping experiences to retail customers
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times
- Prioritized helping customers over completing other routine tasks in store
- Stocked merchandise, clearly labeling items, and arranging according to size or color
Education
Bachelor of Arts - History
National University in Gazipur, Bangladesh
Sreemangal Govt Collage 01.2013 - 09.2016
Associate of Arts - Accounting
Sreemangal Govt Collage
Sreemangal, Bangladesh 01.2011 - 12.2012
Skills
Disaster Recovery Planning
Team Supervision
Work Planning and Prioritization
Organizational Skills
Problem-Solving
Issue Research
Documentation And Reporting
Sales expertise
Multitasking Abilities
Shift Scheduling
Effective Communication
Goal Setting
Giving Constructive Feedback
Team Collaboration
Safety
Written Communication
Mentoring
Evaluating Employee Work
Team motivation
Cash Handling
Account Management
Coaching
Problem-solving abilities
Reliability
Teamwork and Collaboration
Excellent Communication
Work Planning
Time management abilities
Team building
Microsoft Word
Microsoft Office
Networking
Data Recovery
Product Knowledge
Ticket management
Product and service knowledge
Network configuration
Administrative Support
Customer service expert
Sales experience
Multitasking
Desktop support
MS Office
User Support
Timeline
Service Desk Associate
Assembia
09.2022 - 03.2023
Front End Team Lead
Walmart
06.2021 - 06.2022
Grocery Team Leader
Walmart
08.2019 - 05.2021
Dairy Department Manager
Walmart
03.2018 - 07.2019
Backroom Team Associate
Walmart
01.2017 - 03.2018
Bachelor of Arts - History
National University in Gazipur, Bangladesh
01.2013 - 09.2016
Associate of Arts - Accounting
Sreemangal Govt Collage
01.2011 - 12.2012