Technical Support Customer Care

ISHTIAQ KAZI

Administrative/Clerical/Customer Service & Technical Support

Keller, TX 76244 214-***-**** ****.*******.**@*****.*** linkedin.com/in/kazi-ishtiaq-txmailto:

Summary:

** ***** ** **perience in customer care and technical support.

A proven track record of displaying strong time management and operational efficiency by meeting established call-handling time benchmarks with a 100% adherence rate, service excellence, and customer satisfaction.

8 years as a Senior Customer Care and Advanced Troubleshooting Specialist.

8 years of managing 50+ customer escalation calls daily, documenting all interactions in internal ticketing systems for effective resolution.

8 years of Salesforce experience managing customer accounts, billing, contracts, service activations, and installations.

3 years of experience as the Subject Matter Expert (SME)/Team Lead of 15 new hires, showcasing my leadership skills and dedication to team success.

2 years of experience in the Healthcare Insurance Industry.

I am confident in my ability to contribute significantly to your organization. My strong knowledge of customer care and technical support, combined with my ability to devise innovative solutions and present them to clients, makes me a valuable asset to any organization.

KEY SKILLS AND AREAS OF EXPERTISE

Administrative Assistance, Clerical, Remote Call Centers, Customer Support, Technical Support, Troubleshooting, Banking Product knowledge (loans, credit cards, savings accounts), Healthcare Insurance Industry, Client relationship management (CRM) software (Salesforce, Microsoft Dynamics), Interpersonal Communication, Attention to Details, Time management, Decision-making, Order Entry, Mastermind business, Informix, Phone etiquettes, Telecommunications, Business Analysis, Computer Repair, Printers Support, Desktop support, IT projects, Problem-Solving, Organization skills, Microsoft Office Suite, Dispute Resolution, Self-motivated, Positive attitude, Empathetic, Resilient personality, Data-driven and quickly adapt in a fast-paced changing environment.

PROFESSIONAL EXPERIENCE

Value Pricing Program and Customer Support Specialist Jul 2024 to Current

The Home Depot

I oversee the bidding process for orders across all departments in the division, collaborating with team members to define requirements, meet timelines, and select competitive vendors.

My focus is on creating a seamless and efficient experience that supports our goals and promotes collaboration among stakeholders.

I serve as the primary liaison among sales associates, merchants, and suppliers, facilitating complex bids involving pricing, sourcing, and logistics.

My role relies on strong communication and negotiation skills to align all parties and ensure competitive, profitable bids.

By nurturing supply chain relationships, I help streamline operations and improve outcomes for all stakeholders.

In this role, I am a key decision-maker for significant projects that drive business success.

Senior Software QA Engineer Mar 2023 - Current

Screenia

Conducting black-box testing for the Screenia multi-platform screenshotting tool applications on mobile and web-based platforms.

Performing functional, UI, smoke, regression, and User Acceptance testing (UAT) at all stages of the software development life cycle (SDLC).

Developed and executed over 300 test cases for web applications, resulting in a 25% reduction in critical bugs.

Implemented Automated testing using Selenium, decreasing testing time by 40 % for regression cycles.

Successfully automated over 80% of the UI and API test cases, reducing manual testing efforts and increasing test coverage.

Tracked and reported bugs and testing progress in Jira, maintaining a 100% on-schedule delivery rate.

Ensured Mobile responsiveness across various devices, enhancing user experience and engagement by 20%.

Sr. Tech Support and Customer Care Specialist May 2015 to Oct 2023

ADT Security Services

Efficiently handled over 50 customer escalation calls daily, ensuring all interactions were thoroughly documented in the ADT Mastermind Business (MMB) and Informix systems.

As the Subject Matter Expert (SME) and Team Lead, I mentor and guide 15 new hires, demonstrating my strong leadership skills and unwavering commitment to team success.

I effectively create and manage new and existing customer accounts, overseeing billing, contracts, jurisdictional matters, service activations, add-on products, and installations using Salesforce.

Achieved a remarkable 30% reduction in operational costs by implementing innovative troubleshooting techniques, minimizing field service dispatch, and boosting profits.

TRICARE Military Healthcare Call Center Agent May 2012 to May 2015

Veteran Government Solutions (VGS)

TRICARE is a crucial healthcare program for active-duty service members, their families, National Guard and Reserve members, and retirees. I fiercely advocate for our nation's heroes to receive the quality care they deserve! My proactive approach helped enhance customer satisfaction and foster strong relationships.

I expertly oversaw customer accounts, ensuring a seamless experience by managing billing and contracts and keeping information up to date for network and non-network providers.

I also supported VA, Medicare, and Medicaid members, helping them easily navigate their healthcare options.

I ensured that all claims and referrals were thoroughly confirmed and validated, without exception!

Advanced Technical Support Tier-2 Agent Mar 2010 to Mar 2012

AT&T U-verse

Diagnosing hardware and software issues through methodical troubleshooting.

Enhanced system security and reduced potential cyber threats by performing software updates and security patch installations, proactively addressing vulnerabilities.

Secured client systems and maintained performance integrity by eliminating malware and ransomware from devices, protecting against data breaches, and ensuring system reliability.

Education:

Bachelor of Science in Computer Science, East West University, Dhaka, Bangladesh. Year - 2003 – 2007

Status in the USA:

US Citizen

References:

Available upon request

Contact this candidate