Farah Ahmad

• Call new leads obtained from lists, referrals, or social media.
• Handle an average of 50 calls per day, and conduct initial qualification of leads based on brief phone discussions.
• Set appointments for Business Development Sales Manager or Director of Business Development for program discussion and ultimate goal of closing qualified leads.
• Maintain the customer relationship management (CRM) system is up-to-date.
• Use sales tools to capture information regarding leads as well as facilitate lead flow to others in the area. Tools include: HubSpot CRM, RocketReach, and Salesmate.
• Build long-term relationships with current and new customers, by following up with leads who have been contacted in the past.
• Provide product and service information to customers.
• Provide feedback to department specialists by preparing weekly and monthly reports.

• Generated, edited and published cross-disciplinary and specialized content daily, as well as
moderated community-generated content for the Bayt.com Specialties platform.
• Developed community management techniques to grow and engage the Bayt.com Specialties community, as well as monitor their activities and usage of the product to enhance user experience.
Implemented online and offline activities to increase community engagement and participation (through meet-ups, contests, promotions, community-outreach efforts, etc.).
• Managed job seeker feedback, requests and complaints in a professional and efficient manner.
• Coordinate with different product managers and software engineers to resolve job seeker issues and report any bugs/issues to the relevant department to ensure that actions are taken promptly effectively.

• Prioritized and provided support for open Cisco support cases and monitored all return material
authorizations (RMAs).
• Coordinated Cisco support organizations, escalation process, and customer resources for support cases.
• Was the main point of contact for operations and process issues.
• Conducted baseline documentation of complex operation processes and procedures.
• Created support cases to ensure that required information is documented and available during a customer’s critical network change.
• Researched, identified, and resolved customer complaints using applicable software; like WebEx and Cisco built-in software.
• Assisted customers with technical issues related Cisco technical cases.

• Handled day-to-day tasks and activities by responding to customer requests and inquiries, in a professional and timely manner while maintaining a high level of customer service orientation.
• Utilized available tools and generated periodic reports, to keep track with and follow up on any corrective or preventative actions to resolve any issues.
• Managed and resolved customer complaints by answering incoming calls and responding to customer emails.
• Identified and escalated customers’ technical issues to relevant tech support engineers.

• Answered incoming calls and respond to customer’s emails.
• Managed and resolve customer complaints.
• Identified and escalated issues to supervisors.
• Provided product and service information to customers.
• Researched required information using available resources.
• Researched, Identified, and resolved customer complaints using applicable software.
• Routed calls to appropriate resources.
• Documented all call information according to standard operating procedures.