Jannatul Mowya
Niagara Falls,NY
Summary
Dedicated and customer-focused SaaS support professional with 2+ years of experience in providing high-quality customer service, troubleshooting software issues, and optimizing customer satisfaction. Adept at handling high volumes of customer inquiries across phone, email, and chat channels, ensuring timely resolution of issues while maintaining a positive customer experience. Strong technical acumen with expertise in Salesforce, Zendesk, Monday, and HubSpot. Passionate about enhancing the customer journey and fostering long-term client relationships.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Support Specialist (Remote)
Everi
02.2024 - Current
- Provided exceptional support to customers via phone, email, and live chat, ensuring timely and effective resolution of inquiries.
- Assisted customers with troubleshooting software-related issues, offering clear and actionable solutions.
- Conducted product demos and onboarding sessions for new customers, ensuring smooth adoption of the software.
- Managed customer interactions in Salesforce, documenting all communications and escalating complex issues when necessary.
- Proactively reached out to customers to minimize recurring issues and improve overall satisfaction.
- Contributed to the support knowledge base by creating and updating FAQs, guides, and troubleshooting articles.
- Collaborated with product managers to communicate feature requests and customer feedback.
Intern
Compliance Specialists
11.2024 - 02.2025
- Served as subject matter expert by advising staff and customers and working directly with external agencies throughout audits or to remedy compliance issues.
- Managed quality programs to reduce overdue compliance activities.
- Performed quality reviews to uncover workflow and communication issues.
- Stayed current with latest changes to applicable regulatory standards and company procedures.
- Reviewed audit and monitoring reports related to consumer and client activities.
Technical Support Representative
IGT Solutions
09.2022 - 03.2024
- Independently resolved high volumes of customer support tickets using Zendesk, maintaining SLA compliance.
- Assisted prospects during their trial periods, guiding them on product functionalities and best practices.
- De-escalated customer concerns with patience and professionalism, ensuring a positive support experience.
- Handled and maintained multiple email inboxes while managing high call and chat volumes.
- Escalated ambiguous or technical issues to the appropriate teams, ensuring timely resolution.
- Contributed to process improvements by identifying inefficiencies and suggesting workflow optimizations.
Education
BBA - Paralegal
Erie Community College
Buffalo, NYSkills
- Customer Support & Troubleshooting
- SaaS Product Assistance & Training
- CRM & Ticketing Systems (Salesforce, Zendesk, HubSpot)
- Technical Issue Resolution
- Customer Onboarding & Retention
- Process Improvement & Documentation
- Strong Written & Verbal Communication
- Multi-tasking & Workflow Optimization
- Microsoft Office Suite (Word, Excel, Outlook)
Certification
- Zendesk CX analyst
- Microsoft Office Specialist (MOS) - Microsoft.
Timeline
Intern
Compliance Specialists
11.2024 - 02.2025
Customer Support Specialist (Remote)
Everi
02.2024 - Current
Technical Support Representative
IGT Solutions
09.2022 - 03.2024
BBA - Paralegal
Erie Community College
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