Customer-Focused IT Support & Sales Professional

*

MOHAMMAD KHAN

********.****@*****.***

201-***-**** (C)

Allen, TX

Highly astute and customer-centric IT professional with a 100% customer-facing background. An expert at communicating effec- tively with customers to identify ideal solutions while ensuring client satisfaction, seeking a position where my skills, background, and experience can be fully utilized.

General Skills

• Customer Service

• Cash Handling and accountability

• Quick resolution and problem-solving

Technical Skills

• Windows OS

• Android systems

• System optimizations

• Business relations

• Employee Training and Development

• Record Keeping

•

• Active Directory

• Systems patches

• Troubleshooting technical issues

Awards

• Excellent Customer Service 2024

• #1 Sales Award January 2025

• #1 Loyalty Producer

• Excellence in Hospitality within the Dallas Metroplex locations

Education- Bachelor of Science, Karachi University, Sindh, Pakistan Professional Experience

Home Depot Sales Associate.

provides fast, friendly service by assisting customers with project needs, offering product expertise, and main- taining a clean, well-stocked department. Drive sales by recommending products, explaining features, and sug- gesting related items for complete projects. Strong communication skills and a desire to help customers. Shift Lead, IT Support

Macy’s Corporation- Allen, TX, Oct 2023 to present

• Achieved customer service satisfaction ratings of 93% and received recognition from management for top three ranking in resolution times across a 10-person team.

• Increased revenue by 32% on average during each shift.

• Collaborate with upper management to improve the knowledge base by reducing average call times by 3-5 minutes.

• Interact with customers by assisting with inquiries and ensuring a positive shopping experience.

• Deliver high-quality customer service, empathize with customers, and provide step-by-step resolution. 2

• Manage daily transactions, including cash, credit card payment processing, close credit card terminals and POS at the end of each shift, and while maintaining accurate records.

• Coordinate with the escalation team to identify issues that improved efficiency and reduced resolution times.

• Train and mentor junior team members, new hires on the organization’s policies, provide hands-on POS train- ing, and teach customer interaction techniques.

Coordinate with other departments to ensure smooth operations and customer assistance.

• Diagnosed and troubleshoot technical issues related to computer devices, mobile phones, and achieved a highly satisfied rating on surveys.

Sr. Sales Associate and Desktop Support

Diamond Palace- Ridgeland, MS, June 2019 to February 2023

• Created and maintained Excel spreadsheets for sales records and technical issues records.

• Enabled quick resolution while providing complete client satisfaction.

• Created and maintained business relationships with customers, retained and found new ones by identifying needs and offering appropriate services.

• Managed, mentored, and trained a team of 5 junior sales associates.

• Coached team members with successful selling techniques and encouraged up-selling to drive revenue.

• increased revenues by 45% while applying proactive management strategies and applying practical training techniques.

• Maintained all IT devices and desktops, including but not limited to installing the new Windows OS

• Developed a user guide and SOP to streamline the troubleshooting process for common technical issues.

• Provided support for mobile devices for team members, including top-tier management. Owner and President

Wireless Outlet, Flowood, MS, Aug. 2012 to July 2017

• Built a successful business by applying practical business strategies

• Collectively worked with business partners to develop new company structures and initiatives,

• Increased revenue by 28%

• Kept abreast of all the stakeholders in the rapidly changing technical industry.

• Interacted with competitors to learn business objectives.

• Managed partnerships and business relationships by negotiating contract terms and handling conflicts.

• Developed key operational initiatives to drive and maintain substantial business growth.

• Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices.

• Maintained all IT devices, applied informed troubleshooting techniques to minimize downtime. Technician

Dial N Talk-Jackson, MS, Feb. 2005 to May 2010

• Hands-on experience in troubleshooting equipment, performing preventive maintenance.

• Completed partial or full dismantling of equipment to repair or replace defective components and restore functionality quickly.

• Maintained and stayed informed on the quickly changing technical industry.

• Diagnosed errors or technical problems with service equipment. 3

Contact this candidate