Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative

SYED ALI

Brooklyn,NY

Summary

Customer Support Specialist with 2 years of experience in metrics-driven Zendesk environments, combining technical aptitude (JSON, mobile troubleshooting) with high-EQ client communication. Proven ability to resolve complex issues, build trust, and collaborate with product/engineering teams. Eager to leverage problem-solving skills to protect Record360’s high-value asset ecosystem.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Infosys
09.2021 - 10.2024
  • Managed 150+ weekly tickets via Zendesk, maintaining 95% CSAT through rapid, kind resolutions.
  • Reduced escalations by 30% by troubleshooting app issues (iOS/Android) and documenting solutions.
  • Collaborated with engineering to reproduce bugs; authored 20+ KB articles for common client challenges.
  • Built JSON workflows to automate routine tasks, cutting response time by 15%.
  • Recognized for high-EQ communication during high-volume periods (e.g., onboarding enterprise clients).

Education

Bachelor in Computer Systems - IT Operations

New York City College of Technology
Brooklyn, NY
08-2025

Skills

  • Client support
  • Effective listening
  • Critical analysis
  • Data entry
  • Empathetic Communication
  • Cross-Functional Collaboration Initiative
  • Responsive to new challenges
  • Call center experience
  • Client relations

Certification

Google IT Support Professinal Certificate

Timeline

Customer Service Representative

Infosys
09.2021 - 10.2024

Bachelor in Computer Systems - IT Operations

New York City College of Technology

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