Customer Service Technical Support

Shamstabrez Khalid Bawa

Email: ***********@*****.*** Mobile: +91-992*******

Address: *** / ***** *****, **** *****, Mira Road (E), Thane 401107.

E D UCAT ION

Bachelor of Science – Physics (Correspondence) February 2011 – March

2012

HSC from Mumbai Divisional Board June 2006 – March 2007

SSC from Mumbai Divisional Board June 2004 – March 2005

ADD I T IO NAL QUAL I F ICAT ION

Red Hat Certified System Administrator January 2013 – April

2013

ORGAN ISAT IONAL EXPER I E NCE - SU M MARY

3 Global Services June ‘12 – June ‘13

Sutherland Global Services October ’07 – June ‘12

H I G H L I G H TS

3 Global Services J une ‘12 – June ‘13

Mobile Broadband Customer Service & Retention Representative

Key responsibilities

To retain customer and help them with upgrade options after understanding their

needs

To audit team upgrades and help the team to rectify the errors

To provide customer service for mobile broadband customer

Sutherland Global Services – Dell Technical Support Oct ’07 – June ‘12

From Technical Support to Subject Matter Expert

Key responsibilities

Technical Support

Handling inbound calls and helping the customer to fix the issue with the

computer

( Hardware & software)

F rom Technical Support to Resolution Expert

Responsible for making outbound calls scheduled by the inbound tech

Maintaining EOD report of call backs and the M IS of the cases logged

F rom Resolution Expert to Subject Matter Expert

Responsible to support team of 10-12 inbound agents

Assuring the team to meet the targets on weekly basis

Maintaining the score sheet of individual tech

Call monitoring

Coaching and providing necessary feedback to agent

Researching on any new issue and looking for the easiest way for resolution

E XPERT ISE

Hardware Troubleshooting

Basic software t roubleshooting

P ERSONAL DETA I LS

Date of Bi rth: 7th A pril, 1987

Passport Number: L 2439248

Languages: E nglish, H indi, Marathi & Urdu

Interests: T ravelling, playing & watching football and listening to music

P lace: Mumbai

Date:

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