Naseem Akram Abdul
Hyderabad
Summary
Dynamic and detail-oriented professional with over 7 years of experience in various USA based customer service roles, complemented by 3 months of hands-on experience as a Product Support Analyst in a SaaS environment. Proven ability to analyze customer needs and translate them into actionable insights, fostering enhanced product functionality and user satisfaction. Certified ScrumMaster (CSM) from ScrumAlliance, adept at facilitating agile methodologies to streamline processes and improve team collaboration. Eager to leverage analytical skills and customer-centric approach to drive business solutions and contribute to organizational success as a Business Analyst.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Product Support Analyst
Grasko Solutions
05.2024 - 08.2024
- Product Name: KanTime - KanTime is one of a leading cloud-based healthcare management software for home health and hospice agencies.
- Worked closely with development teams to prioritize bug fixes and feature requests based on customer feedback.
- Reduced support tickets by providing comprehensive training materials and user documentation.
Customer Support Representative
Avnet
07.2021 - 03.2024
- Worked in Tier 1 and Tier 2 business of North America for Newark Electronics. Supported our Sales team and their customers with pre-order and post-order queries via email, mostly, and on call sometimes.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
- Delivered exceptional customer service by prioritizing emergency issues and developing, employing workarounds to solve problems expeditiously.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as a company ambassador.
Senior Fraud Specialist
Synchrony Financial
09.2018 - 12.2020
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Analyzed large sets of data for potential fraudulent activity, identifying areas of concern.
- Developed comprehensive training programs to enhance the skills of junior fraud specialists.
- Pitched an idea to leadership to secure business, even when a customer's credit card declines.
Account Executive
Regalix India PVT LTD
12.2017 - 6 2018
- Worked for Google AdWords - UK Sales Market.
- Understood customer's business and suggested the right platforms (like relevant websites, text ads, image ads, and video ads) to advertise to the specific target audience.
- I monitored the assigned set of accounts to drive the desired sales/conversions by my customers.
- Advising my customers on a weekly basis about their keywords in their ads, based on the campaign they are running to drive desired impressions/conversions through advertising.
- Helped all my account holders in strategizing their ad campaigns based on the current market trends and patterns.
- Played the role of creating the right, relevant content for my account holders, for them to review and approve the ads.
Customer Service Executive
Tech Mahindra
09.2016 - 12.2017
- Technical support via phone calls to Verizon customers in North America.
- Resolved customer's daily technical issues by troubleshooting and fixing them, taking appropriate steps.
- Achieved sales of $25k by upselling fiber optics plans to existing customers, while also achieving 90% CSAT ratings from the customers.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
Education
Bachelor of Engineering Technology - Industrial Production Technologies
Muffakham Jah College of Engr And Tech
09.2009 - 06.2013
Skills
Customer service expert
Application support
Technical issues analysis
Technical documents comprehension
Good Telephone Etiquette
Flexible and Adaptable
Attention to Detail
Decision-Making
Analytical and Critical Thinking
Training and Development
Teambuilding
Excellent Communication
Written Communication
Certification
Certified ScrumMaster® - From ScrumAlliance
Timeline
Certified ScrumMaster® - From ScrumAlliance
09-2024
Product Support Analyst
Grasko Solutions
05.2024 - 08.2024
Improving Decision-Making as a Business Analyst - From LinkedIn Learning
10-2023
Problem-Solving Techniques - From LinkedIn Learning
10-2023
Writing Customer Service Emails - From LinkedIn Learning
10-2023
Customer Support Representative
Avnet
07.2021 - 03.2024
Senior Fraud Specialist
Synchrony Financial
09.2018 - 12.2020
Account Executive
Regalix India PVT LTD
12.2017 - 6 2018
Customer Service Executive
Tech Mahindra
09.2016 - 12.2017
Bachelor of Engineering Technology - Industrial Production Technologies
Muffakham Jah College of Engr And Tech
09.2009 - 06.2013
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