Business Development Client Service &Loyalty

WAQAR HANIF

*** ******** ***** 647-***-****

Stoney Creek, ON, L8E 0G8 *******@*****.***

A motivated Professional with more than 8 years of experience in Customer Support Services and business development. A team player, problem solver and effective communicator with excellent organizational skills, who excels in a challenging position in a fast paced environment. Committed to ensuring full customer satisfaction, leverage analytical insights to develop custom solutions that meet and exceed client’s expectations. Expertly resolve conflicts, helping the parties involved reach consensus.

Technical skills: Microsoft Office Suite, Sales Force, MS Project, Siebel and Oracle applications

HIGHLIGHTS OF CAREER

VMware Inc. 2007 – July 2015

CUSTOMER SUPPORT – Account Specialist

Drove customer service and care operations with a focus on surpassing client expectations. Tasked with resolving service-related issues, promptly responded to queries, troubleshot problems, and offered detailed information on company’s products to best cater to customers’ needs. Contributed to the training of new staff, educating them in methodologies for phone, personal meeting or walk-through demo scenarios.

Provide licensing support to VMware customers and partners by collaborating with internal VMware department to resolve complex licensing issues.

Guided the company’s most valuable client accounts through the roll-over to the new My VMware license portal, orchestrating the transition without compromising any ongoing processes.

Train or mentor Tier1 Engineers.

Handle technical assistance escalations from Tier1s

Communicate remedies for complex issues, solutions or work-around in a clear and concise manner to customer or partner first line managers.

Create knowledge base content for internal and external use

Look to eliminate issue reoccurrence by understanding root cause and by identifying solutions that could address.

Assist to reduce aging SRs across the entire team.

Help to develop the knowledge level across the global team and participate in process development documentation.

Deliver best practices via phone or customer walk-through such as WebEx demo.

Through initiating operational optimizations and quality improvements, boosted client loyalty and retention, winning two globally recognized Customer Satisfaction Awards – in 2012 and 2013.

Customer Support Representative

Interface directly via phone and electronic mail with customers seeking technical support services

Set appropriate customer expectations regarding incoming support issues

Enter accurate detailed information into the VMware call tracking system (Siebel)

Interface with internal support specialists and managers to drive customer issues

Create and maintain accurate customer accounts

Extended and improved the company knowledge base, establishing a framework for client service excellence by developing and implementing process documentation, publishing technical bulletins and sharing customer care best practices.

Maintain timely attention to incoming support requests during regular Support hours

Accurately and thoroughly log support requests placed by qualified customers

Work with other departments (Sales Support, IT) as required to ensure continued maintenance of accurate customer and contact information in the database

Assist customers in sourcing self serve options on VMware support website

Assist customers in the resolution of minor technical issues through the KB and other sources

Petro-Canada 2002 – 2007

RETAIL MANAGER

Strategized to identify potential opportunities for increasing the revenue, devised and implemented business plans to propel long-term growth. Directed all aspects of merchandising and display stocking to support achievement of sales targets. Conducted monthly audit of product inventory. Secured new client accounts by presenting company offerings to prospects. Personally interviewed, trained and supervised new employees.

Designed and established a brand new company retail site in Kitchener, leading it to successful attainment of set commercial objectives shortly after the launch.

Earned performance excellence awards for continuously driving process optimizations and improving customer retention and satisfaction rates.

Loblaws Inc. 2000 – 2002

DISTRIBUTION CENTER ASSOCIATE

Managing 100+ accounts, facilitated accurate and timely shipment of products to stores, contract and other customers, and coordinated inbound deliveries. Proactively addressed client complaints and mediated disputes to the satisfaction of all parties involved. Maintained a safe working environment inline with applicable policies.

Cultivated carrier relationships and streamlined logistics and planning functions, boosting service quality and promptness of shipment deliveries.

EDUCATION& TRAINING

VMware Certified Associate - Workforce Mobility 2014

VMware Inc.

VMware Certified Associate - Cloud Computing 2014

VMware Inc.

VMware Certified Associate - Data Center Virtualization 2013

VMware Inc.

Certificate in Project Management 2011

University of Toronto

Petro-Canada Management and Business Development Training 2003

Petro-Canada

Petro-Canada Retail Operations Training 2002

Petro-Canada

Simply Accounting and DRS Course 2002

Petro-Canada

MBA in International Business 1994

Asian Institute of Technology

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