زيب شيخ

HP INWARRANTY SUPPORT
15th October 2024 - 7th January 2025

- Customer Engagement: Professionally handled inbound and outbound customer calls, providing timely and effective support.
- Data Collection: Accurately gathered and documented customer information for effective service delivery.
- Issue Resolution: Identified and resolved customer issues promptly, ensuring high levels of satisfaction.
- Follow-Up: Conducted follow-up calls to confirm issue resolution and gather customer feedback.
- Documentation: Maintained detailed records of customer interactions and solutions provided.
- Product Knowledge: Demonstrated comprehensive knowledge of client's products and services to assist customers.
- Quality Assurance: Adhered to quality guidelines, consistently meeting and exceeding performance targets.
- Effective Communication: Maintained clear, concise, and empathetic communication with customers.
- Technical Support: Provided technical assistance to customers, guiding them through troubleshooting processes.
- Escalation Management: Managed and resolved customer escalations, escalating complex issues as necessary.
- Multi-Tasking: Efficiently managed multiple tasks, prioritizing based on urgency and importance.
- Shift Flexibility: Adapted to flexible work schedules, including night and weekend shifts, as required by the role.

HP Smartfriend Premium Support
8th January 2025 - 11th April 2025

- Customer Support: Provided technical assistance to customers via phone, addressing their tech-related issues.
- Troubleshooting: Diagnosed and resolved hardware and software problems for various devices.
- Remote Assistance: Performed remote support tasks, such as virus removal, software installation, and connectivity troubleshooting.
- Technical Guidance: Offered step-by-step guidance to customers for setting up and using their devices.
- Documentation: Maintained detailed records of customer interactions and solutions provided.
- Customer Satisfaction: Ensured high levels of customer satisfaction through effective communication and problem resolution.
- Technical Knowledge: Stayed updated with the latest technology trends and solutions to provide accurate support.
- Issue Escalation: Escalated complex issues to higher-level support teams when necessary.
- Multi-Tasking: Handled multiple support requests simultaneously, prioritizing based on urgency.
- Shift Flexibility: Be available for shifts, including nights and weekends, to provide round-the-clock support.

• Updated crucial procedures, ensuring all documents were accessible to HR &
Payroll.
• Updated daily site activity reports with photographs in excel and kept track
accordingly.
• Checked documents, scanned and photocopied files, ensuring documents were
stored safely and securely, and ensured seamless document access across
departments.
• Found proper places to store documents and retrieved documents for workers,
timekeepers, and other staff when required.
• Weekly printed worker timesheet distribution for each department and site
timekeeper.
• Updated workers attendance data entries in the Human Resource Master System,
including annual leave, sick leave, absences, and unpaid leave. Monitored and
updated extra overtime hours weekly.
• Updated and maintained documents in the HRM system, including expiry of
residency, passports, health cards, and contact details of each employee as
necessary.
• Filled daily attendance for staff and workers.
• Compiled and verified data in MS Excel. Managed the intake, handling, and storage
of documentation.
• Worked side by side with HR and Cost Control Department.
• Handled leave requests, onboarding, and offboarding of all employees until HRM
approval.
• Coordinated with timekeepers for workers tickets, overtime, and any other issues.
• Assisted new employees in joining formalities.
• Distributed new arrival manpower in each department at the site.

• Verified documents of new customers while speaking to them over video calls to
complete their account opening procedure, assisting them with KYC and solving
their queries over the video calls.
• Assigned completed tasks to auditors for further processing.
• Handled back end follow-up of the customer while working on SFDC CRM & TCS
BANCS.
• Managed branch mails, assigned cases to other departments, and worked closely
with branch and back-end teams.
• Assisted CRM support, RCU team, and social media to deal with escalations and
critical cases.
• Worked in retail banking as a senior officer in the cross-sell department as an
EBranch Relationship Manager.
• Software: SFDC CRM & TCS BaNCS.