Summary
Overview
Work History
Education
Skills
Timeline
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Rabia Raja

Las Vegas

Summary

Experienced Technical Customer Specialist skilled in resolving complex software and hardware challenges through problem-solving and remote diagnostics. Proficient in CRM systems, SQL, and de-escalation techniques, ensuring high customer satisfaction through effective communication and collaboration with cross-functional teams. Committed to delivering innovative solutions and enhancing user experience in fast-paced, dynamic settings.

Overview

9
9
years of professional experience

Work History

Tier 2 Technical Specialist

Everi Holdings Inc.
03.2022 - 07.2024
  • Contributed to development of support documents and notes for internal training and end-user guidance
  • Employed server utilities via remote connection and SQL analysis to resolve intricate technical challenges
  • Resolved critical casino promotion issues, minimising financial impact. Collaborated with engineering to identify root causes and maintained cases in Jira. Managed high-priority cases while handling daily workload.
  • Provided remote desktop assistance, implementing software installs, upgrades, and SQL queries. Gathered logs and server information to support engineering teams.
  • Facilitated inbound/outbound client and technician communications. Along with creating and handling cases in Salesforce

Technical Support Representative

DraftKings
01.2021 - 03.2022
  • Performed remote diagnostics and troubleshooting to identify root causes impacting customer's apps and web access.
  • Maintained a high level of professionalism while handling difficult or irate customers, de-escalating tense situations effectively.
  • Provided multi-channel technical support, effectively de-escalating tense situations with irate customers while maintaining professionalism and empathy.
  • Streamlined troubleshooting processes, reducing average resolution time and significantly improving customer satisfaction rates.
  • Developed simplified explanations of complex technical concepts, enhancing communication with non-technical users and boosting overall support efficiency.
  • Conducted remote diagnostics to identify root causes of app and web access issues, enhancing problem-solving skills in sports betting software.
  • Partnered with cross-functional teams to resolve complex technical issues, improving app functionality for Android and Apple users.

Customer Service Technician

TELUS International
08.2018 - 11.2020
  • Assisted in conducting assessments and evaluations to determine clients' needs and develop appropriate matches with counselors.
  • Assisted customers in setting up new accounts and resolving any technical errors encountered.
  • Created counselor web pages and assisted with writing content.
  • Assisted in developing weekly content for online workshops.
  • Performed routine technical support via ticketing system. Assisting both internal employees and end usersStreamlined customer onboarding process, reducing account setup time and enhancing user experience. Implemented data-driven solutions for technical issues.
  • Optimised counsellor matching system, improving client satisfaction rates. Developed targeted content for online workshops, increasing engagement metrics.
  • Pioneered creation of dynamic counsellor web pages, enhancing online presence. Introduced efficient ticketing system for technical support, reducing resolution times.

Bartender/Server

Chayo
01.2018 - 10.2019
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.

Real Estate Agent

Win Win Real Estate
10.2015 - 10.2019
  • Developed and maintained a strong network of clients through referrals, networking events, and online marketing strategies.
  • Created compelling property listings with high-quality photos, detailed descriptions, and virtual tours to attract potential buyers.
  • Negotiated contracts and terms of sale between buyers and sellers to ensure mutually beneficial agreements.
  • Utilized social media platforms such as Facebook and Instagram to promote properties for sale and engage with potential buyers.
  • Stayed up-to-date with local real estate market trends and changes in regulations to provide accurate information to clients.
  • Managed client databases using CRM software systems for efficient organization of leads, contacts, appointments, and follow-ups.

Education

Bachelor Of Computer Science - Software Design/Solutions and IT

Devry University-Illinois
12.2023

Associate's Degree - Earth Science

College of Southern Nevada
06.2015

HS Diploma - undefined

Bonanza High School
Las Vegas, NV
06.2011

Skills

  • Technical Support
  • Troubleshooting
  • Customer Service
  • Problem Solving
  • Remote Assistance
  • SQL
  • Salesforce
  • Android
  • IOS
  • CRM
  • Social Media Marketing
  • Analytical Thinking
  • Remote Diagnostics
  • Technical Documentation
  • Customer Empathy
  • Cross-functional Collaboration
  • De-escalation Techniques
  • Process Optimization
  • Software Deployment
  • Data Analysis
  • System Integration
  • Incident Management
  • Application Support
  • Project Management
  • Python
  • Wordpress
  • Html

Timeline

Tier 2 Technical Specialist

Everi Holdings Inc.
03.2022 - 07.2024

Technical Support Representative

DraftKings
01.2021 - 03.2022

Customer Service Technician

TELUS International
08.2018 - 11.2020

Bartender/Server

Chayo
01.2018 - 10.2019

Real Estate Agent

Win Win Real Estate
10.2015 - 10.2019

Associate's Degree - Earth Science

College of Southern Nevada

HS Diploma - undefined

Bonanza High School

Bachelor Of Computer Science - Software Design/Solutions and IT

Devry University-Illinois

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Rabia Raja