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Suhana Ashraf, Customer Service Associate

Suhana Ashraf

Customer Service Associate·Sutherland Global Services - India

United Arab Emirates

Bachelor's degree, Electrical and Electronics Engg

Work experience

Total years of experience: 2 years, 7 months

Customer Service Associate

July 2023 - January 2026

Sutherland Global Services - India

Kerala, India

July 2023 - January 2026

Provided technical support to customers by diagnosing and resolving issues related to web and mobile applications.
Performed structured troubleshooting using internal support tools and knowledge base systems.
Logged, tracked, and documented technical issues using CRM software and ticketing systems.
Escalated complex technical problems to higher-level technical teams and followed up until resolution.
Maintained detailed documentation and case history for technical issues and resolutions.
Managed high-volume technical support requests (60+ cases per day) while meeting service level targets.
Developed strong skills in technical documentation, problem solving, client communication, and system troubleshooting.
Coordinated with internal departments to resolve system-related and account-related technical issues.
Company industry:
IT Services

Education

Federal Institute of Science and Technology (FISAT)

June 2023

June 2023

Bachelor's degree, Electrical and Electronics Engg

India

GPA (percentage): 75%

GPA (percentage): 75%

Autonomous Metal Detection Robotic Vehicle – Academic Project Student Volunteer – Professional Students Summit – ASAP Kerala – 2023 Volunteer – Reboot Kerala Hackathon – 2020

Skills

AutoCAD 2D
Beginner
AutoCAD 2D
Beginner
Revit MEP Essentials
Beginner
Revit MEP Essentials
Beginner
Circuit Design
Intermediate
Circuit Design
Intermediate
Lighting Layout
Intermediate
Lighting Layout
Intermediate
CRM software
Beginner
CRM software
Beginner
Ac3 Tool
Expert
Ac3 Tool
Expert

Languages

English
Expert

Training and Certifications

Certifications
Revit MEP
CAD Center, Cochin – 2023 (100 Hours)
Feb 2022
AutoCAD 2D Drafting and Plotting
CAD Center, Cochin – 2023
Feb 2023

Hobbies

  • Public speaking Participating in group discussions / community service /Blogging or content writing