ISHTIAQ KAZI
Sr. Customer Care Specialist
FT WORTH,TX
Summary
To get an opportunity to develop my career in your fastest growing well-recognized company. I would like to challenge the position, where my potentials will greatly enhance the company’s success.
I'm a Self Motivated Customer Relations Professional with over 15 years of working knowledge in customer service, auto-dialing systems and above-average sales conversion rates. Adaptable and personable team player focused on providing exceptional customer service every time.
Overview
13
13
years of professional experience
Work History
Senior Customer Care Specialist
ADT Custom Home Services
Irving, TX
05.2015 - Current
- Managed over 50 customer calls everyday with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Navigated multiple computer systems and applications to find information
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and provided backup support for organizational leadership. I worked as a floor-walker, Assist-line coach & Supervisor.
Technical Support & Customer Care Agent
Consensus Corporation
North Richland Hills, TX
05.2013 - 02.2015
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Configured hardware and granted system permissions to new employees.
Advanced Technical Support Tier II Agent
AT&T Uverse
Fort Worth, TX
04.2011 - 04.2013
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Assistant Manager
Valero Energy
Arlington, TX
09.2010 - 12.2012
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Introduced new products or services, increased marketing activities and improved customer service to drive sales.
Education
Bachelors of Business Administration (BBA) -
EAST WEST UNIVERSITY
Skills
Documentation and reporting
First Call resolution
Inbound Customer Service
Route dispatch
Customer Relationship Management
Timeline
Senior Customer Care Specialist
ADT Custom Home Services
05.2015 - Current
Technical Support & Customer Care Agent
Consensus Corporation
05.2013 - 02.2015
Advanced Technical Support Tier II Agent
AT&T Uverse
04.2011 - 04.2013
Assistant Manager
Valero Energy
09.2010 - 12.2012
Bachelors of Business Administration (BBA) -
EAST WEST UNIVERSITY