Tabrez Ahmed

Experienced professional with 6 years of experience in customer service and technical support, specializing in sales and support of computer hardware and software solutions. I have served as a subject matter expert (SME) and successfully managed teams of 15-20 members. I provided comprehensive hardware and software support for all Dell products, including Desktop, Laptop, AIO, Tablet, Monitor, Projector, and peripherals, through voice, mail, chat, and social media tools..

I hold a Bachelor's degree in Computer Applications and possess strong analytical, problem-solving, and communication skills. I am confident that my technical expertise and dedication to customer satisfaction make me a valuable asset to your IT Helpdesk team.

Thank you for considering my application.

Technical Support Engineer – L2 (SME)

Computer Generated Solutions, Inc.

05/2018 - 12/2020

Hyderabad, India

Lead a team of 15 to 20 customer service agents, improving team efficiency by 25% through targeted coaching and process optimization.

Implemented a customer feedback loop that led to a 15% increase in customer satisfaction scores over a 6-month period in IT help desk.

Handling customer escalation call to solved 98.6% of level 2 tech support tickets without needing to escalate to level 3 supports.

Capability to craft documentation for both internal and external customers, including knowledge base articles.

I have experience as a cancellation point of contact (SPOC) and in client relationship management, ensuring timely resolutions for customers.

Customer Service Representative

Sutherland Global Service Pvt. Ltd

06/2015 - 03/2018

Chennai India

Provides 100% hardware and 60% software support and sales for all Dell products, including Desktop, Laptop, AIO, Tablet, Monitor, Projector, and peripherals, through voice, mail, chat, and social media tools.

Handled and managed technical problems escalating from L1 and successfully resolved them for customer satisfaction with 97% after first contact.

Strong communication skills and ability to handle high-profile customers with critical issues.

Improved troubleshooting efforts by 67% by utilizing remote desktop assistance and resolving customer inquiries in a timely manner, resulting in a decrease the customer complaints by 16%.

Process Associate

Accenture Solutions Pvt Ltd.

12/2012 - 07/2014

Chennai India

Resolved 200+ customer inquiries per week, maintaining a resolution success rate of 95%.

Contributed to a 10% improvement in loyalty program enrollment by driving awareness through excellent service.

Assisted with the training of new hires, helping to shorten the average training period by 2 days.

Strong analytical and problem-solving skills; ability to prioritize and effectively execute tasks while maintaining accuracy and attention to detail.

BCA - Bachelor of Computer Application with Account and Finance.

Thiruvalluvar University

07/2009 - 06/2012

Vellore Tamilnadu India