Technical Support CSR for Internet Section
Etisaalat
Total years of experience :1 year, 9 months
Handled a high influx of inbound calls within a dynamic call center environment. Provided effective and consistent technical support for Etisalat Internet services related to DSL, Cable, WiMAX & GPON (Fiber Optic) technologies. Performed tasks related to answering customer inquiries received via telephone and correspondence. Interacted with customers; provided program information, rules, regulations, laws and policy and procedures. Skilled in communicating highly technical information to both technical and non-technical personnel. Diagnose, analyze and resolve user Laptop & PC internet related issues. Create, maintain and follow-up technical and provisioning complaints.
● Deliver world class customer service and build customer satisfaction and loyalty
● Provide effective and timely resolution of a range of customer inquiries
● Strive for one-call resolution of customer issues
● Complete ongoing training to stay abreast of product, service and policy changes
● Strike a positive and cooperative tone with both customers and coworkers
● Demonstrate best judgment in the disbursement of adjustments and credits
● Increase the customer experience by providing information on new products, rate plans and services
Cisco Certified Network Associate
2002-2006 Bachelor of Science in Computer Engineering, COMSATS Institute Of Information Technology, Abbottabad, Pakistan, G.P.A 3.14/4.
2000-2002 Pre-engineering, Pakistan Education Academy Dubai, U.A.E, A Grade.
1998-2000 Matriculation, Pakistan Education Academy Dubai, U.A.E, A Grade.
