Adiba Khan
Bhopal
Summary
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Support professional with robust background in providing comprehensive support and resolving technical issues efficiently. Known for strong collaboration and delivering results in team-oriented environment. Known for troubleshooting capabilities and effective communication, adapting to evolving needs to maintain high service standards.
Overview
1
1
year of professional experience
Work History
Support Specialist
Amazon
07.2024 - 02.2025
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Played key role in achieving industry-leading customer service ratings by consistently delivering beyond expectations.
- Led workshops for users on new features and best practices, increasing customer engagement and product utilization.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Improved customer retention with empathetic and efficient handling of support cases.
- Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Initiated regular review meetings to assess support strategies, leading to continuous improvement in service quality.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Provided detailed reports on support activities and outcomes, enabling strategic improvements in service delivery.
- Optimized use of support tools and resources to reduce waste and increase productivity.
- Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
- Enhanced team productivity by implementing new ticketing system to streamline support requests.
Recruiter Trainee
V Group Inc
09.2023 - 03.2024
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
Education
MBA - Human Resources Management
Barkatullah University
Bhopal03-2024
BBA - Human Resources Management
Barkatullah University
Bhopal03-2022
Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Online chat support
- Recordkeeping skills
- Empathy and patience
- Activity planning
- Escalation handling
- SLA compliance
- Trend analysis
- Ticket management
- Documentation and reporting
- Issue resolution
- Teamwork and collaboration
- Problem-solving
- Organizational skills
- Highly professional
- Collaborative team player
- Interpersonal skills
- Active listening
Mobile Numbers
- 9685401124
- 7024676193
Highest Qualification
MBA
College Name
SISTEC, Gandhinagar
Timeline
Support Specialist
Amazon
07.2024 - 02.2025
Recruiter Trainee
V Group Inc
09.2023 - 03.2024
MBA - Human Resources Management
Barkatullah University
BBA - Human Resources Management
Barkatullah University
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