Client-Centric Support Specialist & Problem Solver

NaeemReza Vazir

Kitchener, ON 548-***-**** *************@*****.*** linkedin.com/in/nrvazir

Professional Summary

Customer support professional with 6+ years of experience delivering high-volume client service across SaaS, healthcare, trade compliance, and operations environments. Skilled at handling client inquiries through phone, email, and chat, resolving issues with empathy, and maintaining accuracy in fast-paced, metrics-driven settings. Experienced in troubleshooting account and system issues, investigating transactions and service concerns, documenting resolutions, supporting digital tool adoption, and collaborating across teams to meet service levels and improve customer experience. Skills, Tools & Technologies

Customer Service & Support: Phone, email, and chat support; issue resolution; complaint handling; first-contact resolution; client education; digital support; escalation management; service recovery; needs-based support Systems & Tools: Salesforce, Jira, Service Desk, HubSpot, ClickUp, Wrike, Microsoft Office 365, Google Workspace Operations & Compliance: SLA management, ticket triage, documentation, process adherence, data accuracy, regulated-environment support, risk awareness, policy compliance Strengths: Empathy, communication, active listening, transaction review, problem solving, time management, multitasking, teamwork, adaptability, attention to detail Experience

The UPS Store Jan 2025 – Present

Customer Service Associate Kitchener, ON

• Deliver front-line customer service in a fast-paced retail environment, assisting customers with shipping, printing, packaging, mailbox, and payment-related requests.

• Handle high volumes of daily client interactions, resolve service issues with professionalism and empathy, and support customers with time-sensitive needs.

• Explain service options, pricing, and process details clearly so customers can make informed decisions based on their immediate needs.

• Support digital and self-service transactions, including printing systems, online shipping tools, tracking, and order pickup processes.

• Review order details carefully, troubleshoot discrepancies, and coordinate with internal and external partners to resolve issues accurately and efficiently.

• Maintain accuracy in cash handling, transaction processing, record updates, and service documentation while following store procedures and service standards.

SMART Centre Conestoga May 2024 – Dec 2024

Customer Support Analyst Cambridge, ON (Hybrid)

• Supported clients using digital and IoT-based solutions by responding to questions, clarifying product usage, and helping resolve day-to-day support concerns.

• Created process guides, SOPs, and user documentation to improve customer understanding, reduce repeated questions, and support smoother onboarding.

• Delivered live product demonstrations and training sessions, helping users adopt platform features and navigate tools more confidently.

• Tracked service requests and follow-ups through Jira, partnered with internal teams on issue resolution, and helped ensure timely communication to clients.

• Analyzed user pain points and workflow issues, then contributed to service and process improvements that enhanced customer experience.

Apexon Aug 2021 – Aug 2023

Customer Support Analyst II Irving, TX (Remote)

• Provided post-implementation customer support for 30 B2B clients, assisting with platform questions, account configuration, troubleshooting, and issue follow-up.

• Managed client concerns with a calm and professional approach, investigated problems thoroughly, and coordinated with DevOps, QA, database, and deployment teams to drive resolution.

• Balanced multiple client requests in a metrics-driven environment while maintaining service quality, accurate updates, and on-time follow-through.

• Documented support workflows, issue patterns, and client-facing guidance to improve consistency, reduce repeat issues, and strengthen self-service support.

• Used Jira to track incidents, prioritize urgent items, and support controlled change management in a compliance-focused environment.

Meditab Solutions Jul 2019 – Jan 2021

Customer Support & Implementation Analyst Sacramento, CA (Remote)

• Supported 17 US healthcare organizations through phone, email, and chat by resolving questions related to billing, claims, authorizations, insurance, and system workflows.

• Investigated account and transaction-related issues, reviewed system records carefully, and provided clear next steps while maintaining professionalism and empathy.

• Worked in an SLA-driven environment to resolve service requests accurately and efficiently while keeping clients informed throughout the process.

• Partnered with product and engineering teams to reproduce issues, validate fixes, and communicate updates back to clients in a simple and reassuring way.

• Handled sensitive information in a HIPAA-compliant setting and followed strict procedures for documentation, privacy, and data accuracy.

Thomson Reuters Jun 2017 – Jul 2019

Customer Support Analyst Vadodara, India

• Delivered high-volume customer support for approximately 150 enterprise clients using a global trade and compliance platform across multiple time zones.

• Resolved an average of 1,500 support emails per shift and monitored 800+ alerts, demonstrating strong prioritization, time management, and attention to detail in a fast-paced support environment.

• Provided Tier-2 support by investigating user issues, reviewing system behavior, processing configuration updates, and coordinating with technical teams for resolution.

• Maintained detailed service documentation and followed operational controls and escalation procedures to support consistency, compliance, and client satisfaction.

• Helped improve troubleshooting workflows and knowledge-sharing practices, reducing repeat issues and supporting stronger service outcomes.

Education & Certifications

Conestoga College Sep 2023 – Dec 2024

Postgraduate Diploma in Digital Solutions Management Kitchener, ON

• CGPA: 3.9/4.0 President’s Honors List Co-op at SMART Centre Conestoga Gujarat Technological University

Bachelor of Engineering, Computer Science India

• CGPA: 3.23/4.0 Led hospitality and registration teams for inter-university events Training & Placement Cell Lead

Certifications

• Agile Project Management – Skillsoft, 2023

• Agile Business Management – Udemy, 2021

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