Fawad Sarwar

Detail-oriented administrative professional with a background in managing client communications, resolving day-to-day issues, and keeping accurate records under time pressure. Comfortable juggling phone, email, and chat in a fast-paced setting, and genuinely enjoys helping people sort out a problem and walk away satisfied. Looking to bring that same care to a remote Customer Concierge Agent role, with a Bachelor's degree and a quick learning curve on new software and systems.

Help Desk Engineer - MARZ Systems - Santa Clara, CA

(2015-10)

• Served as a main point of contact for clients and vendors, fielding requests by phone and email and following each one through to resolution
• Kept detailed, organized records of communications and transactions, making it easy to pick up where a conversation left off
• Helped Customers with software installation, trouble shoot their computers remotely and onsite
• Lead a team of 5 other engineers and kept the SLAs under required threashold
• Learned and regularly used office and scheduling software to track accounts, update files, and stay on top of deadlines
• Worked closely with coworkers across departments to keep things running smoothly when issues came up that needed more than one set of hands

Customer Service Representative - Valley Drug and Permit Solutions - Fresno, CA

(2015-03 - 2015-10)

• Customer Service Calls handling and Scheduling tests at the Lab
• Helped customers filing out DMV paperwork for their permits for different states, IFTA and Government regulated documents and compliance requirements
• Attended customer inquiries about drug tests answering calls within communicated SLA

Bachelors of Science