Manager Customer Service
Resume:
Aeishah Attarwala
****************@*****.***
Darien IL, 60561
PROFESSIONAL SUMMARY:
With 8 years marketing and IT Communications experience. Aeishah is a Professional self-starter a total go getter who strives to work with minimum supervision. Proficient in many software’s, MS Office Suite 2010, (Excel, Outlook, PowerPoint and Advance knowledge in Windows OS 7 8 & 10, MS Outlook, MS Office Adobe Acrobat, HPOV, SAP, Siebel, CRM, Active Directory, Zendesk, MS Exchange Admin Center, Windows power shell, remote connection applications, Citrix AV Phones, Google and Office 365 are just a few. Holding experience of managing multiple priorities and projects in her past roles Aeishah has strong monitoring and coaching skills having led a team of 3. Past achievements include gaining technical knowledge, providing technical support in troubleshooting problems efficiently with the ability to resolve technical issues, proof reading, auditing & writing reports, working closely to technical teams ensuring the continuation and enhancements of services, believing in success through hard work Learning new systems and her dedication to work makes her a perfect potential candidate.
PROFESSIONAL EXPERIENCE:
BestMark Inc July 2017 January 2018 (P/T)
Digital surveys USA, Minnetonka.
Being the first point of face to face contact, very well presented with a professional attitude providing just exceptional customer service with excellent attention to detail completing each shop with merit. Aeishah has made a fabulous start; her concealed nature of observing, listening and note taking has allowed her to advance in her work she has advanced in this role. Completing assignments on time and adhering to strict company guidelines at all times. Smartly dressed with professional attitude at all times.
November 2008 – 2018 Present
Syed PR Uxbridge, W London
PR & Communications Manager
Bringing in New business contacts managing client accounts and handling company projects. Reporting directly to the director, scheduling, forecasting and managing new business. Building rapport with clients and strong monitoring and coaching skills looking after 3 PR executives. Successfully liaising with venue managers and arranging press conferences. Confirming security for artists, working closely to chauffeurs /bodyguards / allocating security route to venues.
Coordinating travel for the company & attending meetings with future clients running personalized campaigns showcasing prototypes of branded materials before closure. Other duties include advertising events and shows handling press and assisting with social media platforms. Supporting client budgets negotiating contracts with vendors slashed payroll benefits & administration costs by 30% by negotiating prices and fees while ensuring the continuation and enhancements of services.
November 2013 - May 2014
News Uk International LTD Media
Service Desk Analyst First & Second Line Support.
Providing strong first & second line analytical Technical support to News UK clients with precision timings towards priority calls. Handling a high volume of calls working proficiently under pressure, email troubleshooting and handling personnel requests for technical support. Liaising with various support teams to resolve technical problems. Resolving end user queries and fulfilling service requests using various technical diagnostic tools such as Windows OS 7 8 & 10 Active Directory, Zendesk, Office 365, MS Office, Ms Exchange, MS Outlook, Remote Connection tools, Citrix AV Phones, ITIL 3, To own incidents and liaise with Technology teams to resolve outcome in the best way ensuring time critical periods. Managing much high impact & out of hour’s incidents affecting Technology systems and environments on various shifts and allocating critical details concisely to relevant teams working closely to incident management.
Aeishah has been accredited for providing the highest level of customer support and satisfaction in-line with News UK VIP policies and procedures and confirmed by the team lead in group meetings. Successfully meeting Quality Company targets such as SLA’S & KPI's including updating knowledge base maintenance, Experience with ITIL V3 framework and process, Call categorization and contributing maximum issue resolutions in minimum time. Establishing a good overall first time fix rate and scoring a high on customer satisfaction surveys has helped in shaping Aeishah as a reliable professional member of the team. As a fast learner who substantially worked rapidly to learn how to resolve service requests and incidents at first point of contact, rather than having to escalate has made her skill set stronger as an individual. She is a great problem solver and critical tinker an excellent communicator and a positive team member who has responsibly worked together with the rest of the team in allocating shift duties in a timely manner, including support for the Incident management team working and Asset management team.
September 2013-October 2013:
HP ES Addenbrookes Hospital Cambridge NHS Trust
On-Site Survey Engineer
Surveying customers within the Hospital department following IT survey script guidelines. Reporting any failed systems or technical requirements on surveys with detailed reason. Adhering to NHS safety procedures on site. Reporting to HP representative on-site following Health & Safety policies closely as required. Requesting permission before approaching end users desk, providing workstation support as requests for technical problems are created resolving these for each individual floor/ department, before surveying their device. Working in live patient environments liaising with staff members respecting confidentiality and exposure to sensitive data records at all times. Duties include obtaining data, implementing policies and procedures regarding how problems are identified, receiving documentation collating information & producing full written reports end of day.
12/ 2010 - 06/ 2011
Cummins Generator Technologies LTD
Q.A IT Auditor/ PA Administrator
A dynamic problem solver assisting in tasks on a on daily basis and reporting directly to the line manager, with the ability to monitor the progress of operators working on the lines on the shop floor. Created a DB system to provide the company with access to each operators shift pattern. Successfully able to achieve goal set by Manager producing database to track each operator/workers performance to view each workers progress by entering each employees individual clock number. The system was a success and acted as a great tool to extract data from formally used in meetings and presentations, this really proved to be user friendly program and my manager was happy to refer to this data in regular meetings.
Having assisted other Managers within the company helping them on various projects enabled me to move around the floor with a high level of trust, due to my work.
Assisting in office tasks such as auditing documents using Jolt/ iAuditor software adhering to general administrative tasks, taking calls, checking emails on a day to day basis and assisting the office team.
08/ 08 – 11/ 09
Tata Consultancy Services
Helpdesk Support Analyst- First Line Support
With excellent Technical helpdesk support experience - providing 1st line Technical Support, using remote diagnostic software, call logging, CMS software managing escalation, resolution to closure. Working within a Multi-cultural environment has contributed immensely by helping me to shape a good understanding of various cultural backgrounds. Providing excellent Customer service and understanding Technical acronyms has helped with both written & verbal conversations and saved time. This further has been an advantage to gain further success moving from one level to another. Working closely to meet company policies and following common procedure. Knowledge of service level agreement (SLA’s) against delivery and quality assurance KPI’s. The accurate logging of incoming calls using Citrix AV, HP Overview on the service desk & ensuring all critical incidents are managed, captured, documented and logged in detail. To provide workstation support to end users as requests and technical problems are reported complete process by tracking and monitoring each issue in a timely manner. The constant ability to systematically handle any escalation issues with professionalism has helped Aeishah to gain confident of her work making it easier to handle. Other main duties include - Experience of using email remote connection application and the intranet, knowledge base, Zendesk and iTIL experience.
Mastered password reset techniques for HSM, LAN, WMIS & BANNER, B-Smart,
Xoserve, HPOV, SAP and Siebel. Working with Technical tools such as Active directory, ITIL V3, Google, MS Outlook, Citrix AV Phones, with superb written and verbal communication and interpersonal skills with the ability to motivate and work with other team members as well as working with minimum supervision has polished her as a IT savvy. Showing hard work and dedication in ownership of work and identifying solutions as well as prioritizing workloads effectively, assisting to facilitate all group members within various teams.
05/ 2005 – 08/ 2006
Mathew Boulton College Birmingham
Teaching ECDL( European Computer Driving License )
Registering & Preparing students for exam entry - on the go tutoring
Teaching students from non-English backgrounds
Preparing timely lesson plans & progress reports.
Attending staff meetings and liaising with other colleges contributing towards future syllabus planning, successfully helping in creating a fun, safe sociable environment with various levels of educational activities which resulted to be a great success for students with learning difficulties.
PROFESSIONAL EDUCATION:
2007 - Computer Networks Advanced Diploma JBC Computing
JBC Training Ltd UK.
Trained to setup workstations and debug technical issues to resolve. Experience gained in troubleshooting & device management decommissioning assets over their lifecycles.
2001 – 2004 Bachelor of Science- Computing
University of Wolverhampton UK.
Computer Skills- Desktop technical support experience, in windows 7 8 and 10 environment. MS Outlook, Skype for Business, OneDrive, Anti-virus, and Remote connection Applications, VPN, ( AD, Office 365, CRM, MS Office Suite, MS Exchange Admin Center, Windows Powershell, Google Docs, ERP, SAP, Siebel, HP Overview, Lotus Suite, Adobe Acrobat, Citrix Av Phones, Zendesk, ITIL V3, BitLocker, Typing & Auditing. Familiar with IOS & Android mobile devices management tools. MAC and Windows experience client/server based LAN and WLAN network using TCP/IP protocols.
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