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Shabana Rafiq

I-8, Ground Floor, Thokar No 6, Abul Fazal Enclave,Okhla                   New-15   Delhi,shabana@gmail.com
Phone: 9876543210

                                                                                                  
                 

                                             

To achieve management expertise by delivering excellent client management, customer satisfaction and people management skills. To ensure that I contribute towards self and organization’s growth substantially.

Areas of Expertise

Computer Troubleshooting

Computer Networking
Customer Service Skills

Complaint Handling & Resolution
Customer Satisfaction Enhancement

Escalations management

Professional Experience

HCL TECHNOLOGIES LTD — NOIDA, UP                    

Sr. Technical Support Executive                                                                                      
Department – IWNS Access Delivery      
                              
Job Responsibilities:  

l  Examine service requests to determine the installation of T1 and Trunks circuit accordingly.
l  Validate circuits using various tools.
l  Map the Circuits, then test those using different test patterns and finally activate them.
l  Providing updates as requested to internal organizations on Circuit status via email, phone contact or instant.
l  Solve clarifications and rejections of order and take required actions.
l  Updating database with accurate and detailed comments on the status of Circuits.
  
 Tools Used: Cisco Any Connect VPN Client, Citrix, FMS (Facility Management System), React (Testing Tool), Quick Pad (Mapping Tool), Focus, Lassie, AD Trackers, Cows, Outlook and Microsoft Office

Sr. Technical Support Executive                                                                                        
Domain – Telecom (B2B)
Department – CDMA Disconnect Team                                    
Job Responsibilities:  
l  Examine service requests to determine the disconnection of T1 and Trunks circuit accordingly.
l  Validate circuits on different LEC GUIs e.g. AT&T, Verizon, Qwest etc.
l  Coordinate disconnect dates with internal and external (Telcos) organization to ensure SLAs are met.
l  Providing updates as requested to internal organizations on order status via email, phone contact or instant.
l  Solve clarifications and rejections of order and take required actions.
l  Updating various systems with accurate and detailed comments on the status of order.
l  Disconnect circuits on the due date to end billing.
l  Handling 2nd Level Client Escalations and ensuring customer satisfaction.
  
 Tools Used: Cisco Any Connect VPN Client, Citrix, FACTS, NRM (Network Resource Management), Web test portal, Different LEC GUIs, WISOR, Outlook, Microsoft Office

Technical Support Executive                                                                                     
Domain – Internet Service Provider (B2C)
Department – Tech Support                           
Job Responsibilities:

 l  Provide assistance for all customer queries and issues which includes Internet browsing, modem and router issues; authentication, Antivirus, PC speed issues, configuring Email Clients and PC related issues.
l  Hands on experience in Technical and Customer services with all US Based Customers and Small Office and Business Corporate.
l  Additional responsibilities of mentoring and coaching junior executives and floor assistance to new hires.

 Selected Contributions:

 l  Ranked as Best Consumer Technical Support Executive for the month of June 2009.
l  Ranked as the Top Scorer of the team for Three Months.
l  Ranked as the Lowest AHT Holder in the team for the Quarter.


24/7 CUSTOMER BPO (P) LTD — BANGALORE, KARNATAKA
Technical Support Executive
Domain –Security Software (B2C)
Department – Tech Support                                         
Job Responsibilities:
Provided Technical support to U.S customers for MacAfee Anti-Virus Software which included Installation/Uninstallation of Antivirus software, Removal of virus from computers, PC related issues and all other related issues to Antivirus Software.

M/S Shammi Enterprises — Kashmir, India
Assistant Accountant
Department – Accounting
Job Responsibilities:
l  Ensured accurate and timely processing of accounting data.
l  Maintaining the Day Book, updating the Ledgers correctly, Creating Trail Balance, and Preparation of Trading and P&L A/c and Balance Sheet.


Education and Training

Islamia College of Science and Commerce, Srinagar, India
2007
Bachelor of Commerce
Trainings and Certifications
l  Lean Six Sigma Yellow Belt Trained
l  U.S. Voice & Accent Training Certified through Berlitz
l  CCNA Trained
l  Industrial Accountant Certification

(SHABANA RAFIQ)


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Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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