Last active: 03/31/2013
I have 6+ years experience in Human Resources, Customer Service and Technical Support. I worked as a customer and technical service representative ,Tier 1 (first line support), for Microsoft's Xbox account supporting United Kingdom, Ireland and South Africa. I used to provide integrated & technical customer care services using the latest technology for clients, troubleshoot hardware and connectivity issues, place and track orders, resolve billing conflicts and problems and peer mentor new comers as a top performer.
Then I got promoted to Tier 2 (Second line Support) where I used to handle escalated cases, use my soft skills and professional experience in handling and defusing hard calls, assist and educate first line support representatives, fine solution to unsolved cases, report unexpected errors and feedback to Technical Leads and Microsoft, track and monitor the problem to ensure a timely resolution, identifies recurring problems and contribute ideas on ways to better solve these problems and maintain the service level required and meeting dead lines required.
Later I joined Cisco CIN account as a customer Service Executive. I used to support Cisco customers, companies and partners globally in all fields: certification, learning and training, registering and managing customer’s profiles, ordering and order management, presales, post sales and technical support. Build the customer knowledge-base and customer self-help portal to provide a single point of first-line support for all Cisco customers, partners and employees. Provide a simplified access for Cisco customers (partners and end-users) and internal Cisco employees including sales, technical support and general information inquiries. Manage all customer access via email and internet tool across the enterprise. Create a shared knowledge base to help agents deliver consistent and high level service. Manage the team and queues to achieve targets and service level.
I Also have experience in HR (Recruitment & Selection, Training & Development, Medical Insurance and Payroll processing) .
I have additional experience in Administrative work, translation and Marketing. I used to translate short stories for an online magazine and market products for charity cooperation.
Regarding my skills. I'm familiar with MS office, Microsoft application and other applications. Very good internet user. I have ability to work under pressure, good public relations, communication and soft skills. Accurate in working with large amount of data. Able to manage multiple tasks and meet due dates and dead lines. Problem solver through analytical thinking. Fast learner, flexible and adaptable.