Technical Support Customer Service

Bushra Sabreen

Naperville, IL *****

847-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Technology-inclined professional with a track record of enhancing customer satisfaction through expert resolution of complex technical issues and empathetic client interaction. Skilled in remote technical support and problem-solving, adept at reducing call wait times significantly. Demonstrated leadership in fast-paced environments, ensuring high standards of service and efficiency. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Possess extensive experience in telecommunications, retail and customer service. SKILLS

• Excellent Communication

• Active Listening

• Analytical Thinking

• Hardware and software knowledge

• Remote Technical Support

• Help Desk Support

• Problem-solving abilities

• Ticketing System Experience

WORK HISTORY

TECHNICAL CUSTOMER SUPPORT SPECIALIST 01/2017 to 05/2018 CenturyLink - Los Angeles, CA

• Managed customer inquiries via phone, email, and chat regarding their internet service needs. Successfully addressed an average of 50 customer concerns each day, maintaining a 96% level of customer satisfaction.

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Assisted users in navigating troubleshooting steps to address internet connectivity, email configuration, and various technical challenges.

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Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.

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• Reduced call wait times by effectively managing incoming support requests.

• Enhanced customer satisfaction by efficiently resolving technical issues and addressing inquiries. SANDWICH SHIFT LEAD 03/2014 to 01/2017

SUBWAY®Restaurants - Chicago, IL

Developed strong rapport with customers by offering personalized service while efficiently managing the sandwich-making process during busy periods.

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Resolved customer issues promptly and professionally, maintaining positive relationships with repeat patrons.

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• Handled a busy franchise restaurant sometimes making a business of around $8000 per day. Increased team efficiency by implementing new procedures focused on speed and accuracy of order fulfillment.

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Led shift operations with excellent time management, prioritizing tasks and delegating responsibilities as needed.

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• Upheld high standards of customer service at all times to enhance client loyalty and satisfaction. EDUCATION

Arizona State University - Tempe, AZ Bachelor of Science Information Technology, 12/2022

Capstone Project: Information Technology Capstone Project, Creating a permanent data repository that houses medical data collected from various internet resources and a visual dashboard to display results. Data mining through Extraction, Transformation and Loading of the Data. Joining or merging data from multiple sources. Tools used: Microsoft Excel, PowerBI, Github, Visual Studio Code, Python.

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Research Project: Security Surveillance system, System detects presence of any living thing through motion sensor and owner is promptly notified through an email. Hardware components used: Raspberry Pi 3 Model B, IR Sensor Module, and a Pi Camera.

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